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About this eBook
Digitisation means modern contact centres need to cater to shifting market dynamics, such as the proliferation of smart mobile devices and channel fragmentation, and shifting consumer preferences like always-on availability, enhanced customer experiences (CX) and seamless omnichannel engagement. Meeting these demands requires the implementation of technologies that can connect systems to streamline processes, information flows and responses, with omnichannel engagement capabilities that serve customer needs and empower agents to deliver superior service.
However, enabling this functionality poses major challenges for CTOs and contact centre managers, as attempting to stitch together technology stacks in the back end can create chaos. Instead, systems must be integrated in a unified manner, and one way to enable this is when contact centre systems migrate into the cloud.
Download this eBook to learn:
- How factors such as changing customer demands and preferences, channel fragmentation and digitisation are shaping the modern contact centre cloud transformation agenda.
- How best-of-breed cloud-based contact centre solutions enable true omnichannel customer engagement by supporting multiple channels on a single integrated platform
- How migrating contact centres into the cloud opens up a world of new possibilities through the integration of additional solutions.
- How cloud-based solutions deliver a competitive advantage by transforming the contact centre into a brand’s CX hub.
About Pivotal Data
Pivotal Data is a specialist provider of Genesys PureConnect, PureCloud and PureEngage services and support. We are the #1 Genesys partner in Africa and the only Gold partner to offer the full range of omnichannel and analytic solutions, either as on-premise, hosted or cloud deployments. We’re the only provider to offer embedded voice authentication capabilities in the hosted contact centre environment to enhance security and reduce fraud.