Customer Experience

Customer Experience

Transform your customer journeys with a single customer experience platform

Benefits

Flexibility
Pivotal Data’s flexible hosted solutions are built on widely adopted standards to provide a feature-rich solution that makes efficient use of IT resources, all from one vendor.

Alleviate the need for lengthy and complicated rip and replace upgrades as our solutions can be rapidly deployed to meet the requirements of every type of contact centre, from smaller, less formal environments, to large organisations requiring multimedia, sophisticated routing, enhanced reporting  options, self-service and outbound campaign capabilities.

Outsourcing the management of physical or virtual contact centre infrastructure decreases support costs and frees up internal IT staff to focus on other mission-critical areas of the business.

With the ability to scale licenses by up to 25% to meet fluctuations in demand, or turn on new applications and services when required, Pivotal contact  centres ensure that businesses have the agility to immediately respond to changing requirements. Incremental application licensing also allows businesses to meet growth needs.

Clients have the freedom to choose to deploy contact centre configurations that best meet their needs, be it an onsite, cloud or hybrid architecture solution.

Never worry about upgrades as new functionality is built into the single omni-channel desktop that agents and supervisors are already using. There’s no lengthy deployment, integration, or extensive training required.

Purpose-built, market-leading software
Taking your contact centre into the cloud creates an all-in-one single platform unifies and simplifies system interactions and administration.

This reduces implementation headaches and enhances an organisation’s ability to benefit from unified communication capabilities to create a more consistent customer experience.

Centralising application management and system configuration, administration and reporting also reduces the burden on internal IT resources.

Pivotal Data’s premise and cloud contact centre solutions also integrate seamlessly with CRM applications such as Salesforce and Microsoft Dynamics, to streamline data flow and improve workforce productivity.

Guaranteed uptime
Hosted in Pivotal Data’s Tier 4 PCI- compliant Teraco data centres located in Johannesburg and Cape Town, all hosted contact centre solutions are  provisioned on fully replicated and load balanced platform.

Our solutions meet stringent uptime SLAs, offering high availability through a geo-redundant platform that is fully virtualised across all services. Clients can therefore rest assured that their main line of customer engagement is protected from failure.

Advanced monitoring tools in Pivotal’s National Operations Centre (NOC) ensures 24/7 support.

Enhance security, reduce fraud
Authenticate callers over any type of phone line using embedded voice authentication software to improve customer experience and reduce instances of fraud through social engineering attacks in contact centres, which are on the rise.

IVR services also enable the secure capturing of sensitive information such as credit card numbers.

Amplify performance
Pivotal Data’s contact centre solutions turbocharge agent productivity by offering powerful capabilities, like the ability to place multiple calls per agent while balancing list characteristics and legal regulations.

Features include Interactive Voice Response (IVR), skills-based routing, and outbound and media handling, which empowers agents to properly engage and develop personalised relationships with customers to succeed at their jobs.

The auto-dialler can be used for both agent and agentless calling campaigns, providing clients with the ability to customise communication methods to best meet campaign outreach objectives.

Customers are also empowered through self-service capabilities, making customer interactions simpler and driving repeat business through enhanced customer satisfaction.

Improve business process management and complete critical business tasks using communications capabilities to capture, prioritise, route, escalate, and track each step of a process, ensuring work gets done faster and more accurately.

Deploy SIP-based switching, unified messaging, interaction management, and business process automation functionality across your organisation, including branch offices and remote employees.

Drive cost efficiencies
Cloud-based contact centres shift communication costs to an OPEX model, with a manageable monthly cost, freeing capital to invest in other areas of the business.

Skill-based call routing reduces cost-per-call charges by giving customers the option to choose a call path based on a series of client-defined questions.

With intelligent call routing, calls are routed to the right agent or employee with the expertise to address the caller’s request, resulting in reduced call times and increased customer satisfaction.

Fewer servers reduce energy consumption to offer an environmentally-friendly solution.

Enhance workforce management
The predictive analytics used in Pivotal Data’s Interaction Optimiser workforce management application enables contact centre supervisors and management to track historical patterns to forecast interaction volumes and schedule contact centre agents to meet demand.

The contact centre system also allows managers to easily create real-time and historical reports to simplify performance measurement for supervisors and managers across channels and against business goals to maintain quality standards. These granular reporting capabilities also deliver insights to  determine the skills required to meet specific customer demands.

Workforce optimisation tools integrate workforce management and feature-rich interaction recordings, customer feedback, and real-time speech  analytics to ensure quality management, and support strategic planning.

To explore our contact centre solution, contact Pivotal Data on 087 310 5900.

Latest News

10.08.2018

African SME contact centres look to cloud to enable a CX-centric future

Within Africa's vibrant contact centre industry, the adoption of cloud-based services is on the rise as many companies across the continent shift from on-premise to hybrid and in-the-cloud models.READ MORE »

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