Resources

Resources

Read more about our views and opinions.

03.09.2019

Analytics the key that unlocks big data’s potential in contact centres

Given the rise in omnichannel engagement capabilities, it is imperative that contact centres enable analytics capabilities across digital and voice engagements, as this creates opportunities to convert customer interactions into business outcomes.

19.08.2019

Diverging generational engagement preferences forcing contact centres to respond

The composition of the consumer market is rapidly shifting as millennials and the first wave of generation Z overtake baby boomers as the largest and most influential consumer segment globally.

19.06.2019

Pivotal on Demand simplifies contact centre deployments

Pivotal on Demand is a pay-per-use, plug-and-play fully hosted contact centre solution. The solution enable clients to establish a superior full-service contact centre for a fraction of the investment required to operate a traditional call centre.

22.05.2019

Pivotal Data tops list of Genesys partners for 2018

Pivotal Data has realised a long-term strategic ambition by achieving Genesys gold partner status, and has been recognised as the number one partner in Africa based on financial performance.

24.04.2019

AI reshaping CX in the age of digitisation

We need to reframe our perceptions regarding AI and look for ways to augment it into the workplace to enhance the way we work and operate, rather than resist it. In doing so, we will open up innumerable opportunities to create value, both for customers and the business itself.

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