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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.

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.

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.

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.

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.