Silverpoint Office Park, Bryanston

Your contact centre solutions and CX partner

What’s your contact centre challenge?

Contact centres are the beating heart of customer experience. More and more, businesses are experiencing pressure from consumers to provide excellent customer experience.

 

of consumers believe that the experience a company provides is as important as its product or services. It reflects the growing demand for customer engagement.

 

 

of consumers will end ties with a brand or business due to poor customer service.

 

 

But contact centres aren’t one size fits all solutions. Every organisation faces unique challenges, which require tailored solutions.

Ready to create better business outcomes?

    Pivotal as a trusted CX partner and technology provider

    At Pivotal, we are specialist providers of contact centre and customer experience solutions. Our reason for being is to become your trusted customer experience partner and your technology provider.

    Do you need?

    Operational efficiency

    Operational agility

    Increased revenue generation

    Seamless omni-channel experiences

    We consult based on your organisation’s unique challenges, to provide you with the tailored solutions that you need.

    Empower agents

    Agent licenses

    Delight customers

    Improves customer experience

    Our contact centre solutions and CX technology

    Pivotal Data is an industry-leading, specialist provider of the latest call centre software and (CX) customer experience solutions that can be deployed using cloud, on-premise or on-demand models.

    Your business’ contact centre requires customer-centric digital solutions that adequately address the evolving expectations and preferences around customer experience and channel fragmentation, as well as the need to deliver personalised engagement through the integration of big data and analytics to drive customer loyalty and repeat business. Customer experience success in today’s fast-paced and highly competitive digital economy also demands the agility to adopt emerging innovations that deliver a competitive advantage, and the nimbleness required to respond rapidly to shifting market dynamics.

    We combine our market-leading technical capabilities with vast industry experience and the unrivalled skills and proficiency of our technical teams to deliver call centre technology, processes and procedures that will improve customer engagement and achieve your business’ strategic CX objectives. Our ability to consistently provide world-class customer engagement software and contact centre solutions earned us acclaim from Genesys, the global leader in customer experience and contact centre technology.  Pivotal Data is recognised as a Genesys leading contact centre and cx partner in South Africa and is currently a Genesys Gold Partner – the highest level within the Genesys partner program. We are also the proud recipients of the prestigious 2019 Genesys Partner of the Year award.

    Drawing from our extensive global and local partner network, we build, manage and support bespoke, innovative omnichannel solutions to address unique needs and meet evolving consumer engagement trends.

    We can help your business improve organisational efficiency, reduce costs and enhance security while accelerating your business’s digital transformation with our secure and trusted cloud solutions.

    We can help transform your call centre into an experience centre with this all-in-one cloud contact centre solution with features such as unified customer and agent experiences across phone, email, chat, text and social channels.

    Trial Genesys Cloud contact centre software for free for up to 12 months.

    Don’t just wonder about the difference it can make to your contact centre services – be sure. Try the Genesys Cloud call centre and CX software with this comprehensive free trial. Here’s your chance to see how Genesys Cloud can make customer engagement easy and effortless.

    We can give you access to the richest set of contact centre capabilities with maximum reliability, flexibility and control.

    Genesys PureConnect is an effective omnichannel contact centre solution that will enable your business engage customers in long term, profitable relationships — all while reducing costs and improving customer experience (CX).

    Genesys PureConnect is the only contact centre and customer communications software recognised as a leader in both cloud and on-premises markets.

    Your business’ contact centre can deliver competitively superior customer experiences and digital transformation at any scale with Genesys Engage.

    Choose the right cloud architecture for your contact centre. The bigger the business, the more complex its customer experience (CX) ecosystem is. That’s where Genesys Engage contact centre software can assist you.

    Genesys Engage is the solution of choice for leading organisations that take a multi-vendor approach to CX. Deploy Genesys Engage across multiple cloud vendors. Genesys Engage is available through on-premises, public or private cloud models for flexibility and control.

    Pivotal on Demand is an affordable, pay per use contact centre solution for small businesses to large enterprises with competitive feature set offering simplicity in provisioning, and is designed to get your contact centre up and running in hours or days as opposed to months.

    Our contact centre-as-a-service (CCaaS) model offers your business access to a functional, full-feature contact centre platform with a predictable monthly fee, which shifts your technology costs from a capital expenditure to an easy-to-manage operating expense.

    Pivotal on Demand contact centre software enables inbound, outbound or blended contact centres to operate across multiple channels with real-time monitoring, all-in-one reporting, recording and CRM integration. Pivotal on Demand’s competitive feature set offers simplicity in provisioning, and is designed to get a contact centre up and running in hours or days as opposed to months.

    Gain access to a functional, full-feature contact centre platform for predictable daily or monthly fee. Usage is calculated per agent, per day, per functionality and billed based on a daily report produced by the system. Access Pivotal on Demand from anywhere on any web-enabled device or WebRTC-enabled browser.

    Customers today expect to get immediate responses from businesses – with the option to decide where and how they want to interact with your brand.

    Using WhatsApp for Business messaging opens doors for better communication – leading to better customer engagement, increased trust, and long-term customer relationships. 68% of WhatsApp users think it is the easiest way to connect with businesses.

    As a WhatsApp Business API solution provider, we are here to help you connect with your customers at every touchpoint on their favourite app.

    Secure cloud-based speech analytics for contact centres, Callbi, is a South African developed speech analytics solution that organises, analyses, and operationalises contact centre interactions – providing insight into your business in order to solve your business challenges and improve customer engagement.

    Callbi utilises advanced speech-to-text technology specifically developed for the South African dialects, and supports South African English, isiZulu, Sesotho and Afrikaans.

    Don’t let caller ID and blocking apps hinder your ability to execute outbound calling campaigns successfully and meet client objectives.

    Boost your reach and agent productivity to amplify calling success rates and campaign effectiveness with Pivotal CLI Manager. Pivotal CLI manager gives businesses the ability to analyse CLI metrics and manage caller IDs in response to data-driven analytics. The default behaviour is to randomise all your business’s CLIs and automatically generate relevant statistics based on customer responses.

    Once Pivotal CLI Manager has collected sufficient data to analyse, it becomes a powerful business tool that delivers better CLI performance and saves valuable time and contact centre resources.

    You’re in good company

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