Contact centre operators must apply intelligence to customer data to create a rich, unified view of the consumer, says Deon Scheepers, customer engagement executive at Pivotal Data.

Integrated omni-channel engagement and communication capabilities are non-negotiable, says Deon Scheepers, customer engagement executive at Pivotal Data.

The Pivotal Data platform is a pay-per-use, plug-and-play fully hosted contact centre solution.

A multidimensional approach to CX design is needed, where AI sits at the heart of a contact centre's CX capabilities, says Deon Scheepers, customer engagement executive at Pivotal Data.

Integrated managed services provider Pivotal Data has realised a long-term strategic ambition by achieving Genesys gold partner status, the highest tier within the Genesys Partner Network.

Implementing intelligent technologies empowers contact centres to accommodate shifting consumer engagement preferences, says Deon Scheepers, customer engagement executive at Pivotal Data.

An incremental approach to cloud adoption, considering costs, scale and governance implications, ensures digital transformation success, says Bruce Arnold, CEO of Pivotal Data.

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.