African SME contact centres believe robotic process automation will have a significant impact on their businesses within the next 12 months, says Kevin Le Roux, head of Business Development at Pivotal Data.

Contact centres need the agility to adapt to the new ways of customer engagement.

The appetite is growing for many contact centres in Africa to evolve into as a service contracts, says Kevin Le Roux, head of Business Development at Pivotal Data.

The adoption of CCaaS is a worldwide phenomenon that has set the stage for contact centres of all sizes to transform their operations, says Kevin Le Roux, head of Business Development at Pivotal Data.

The company has integrated OneVault's voice biometric authentication solution into its contact centre solution as a value-added feature.

The survey analyses cloud contact centre trends, forecasts and predictions across five African countries.

Pivotal Data took over the PureConnect support role for IntegriSure in 2015 and assisted with a number of upgrade projects.

The role and function of the contact centre in the modern enterprise has evolved, says Pivotal Data.

It is ultimately the delivery of superior customer experience that will differentiate a business from its competitors and deliver a strategic advantage, says Prince Mashayahanya, Product Manager Pivotal Data.

Pivotal Data has helped to enhance the group's business capabilities by giving it access to a resilient and scalable omni-channel contact centre.

Cloud computing will play a central role in enabling mobility and remote working, says Allan Macfarlane, CTO at Pivotal Data.

The country has a wealth of talent to narrow the skills deficit; identifying it is a major stumbling block, says Joel Stransky, co-founder of Pivotal Talent.