Editorial. Expert opinion. Case studies.


Pivotal Data recognised as top-tier Genesys partner

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.


Transform big data into actionable insights to realise value of contact centre digitisation

In the modern digital economy, data has become the lifeblood of every enterprise. Today, access to rich consumer information is the driving force behind product design, service delivery and the evolution of customer experience and engagement strategies.


An incremental approach to cloud adoption ensures digital transformation success

The practicalities around cloud adoption can be greatly simplified when organisations embrace a phased and augmented cloud transformation roadmap.


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.


African contact centres look to cloud for omnichannel capabilities

CX has become a prolific business differentiator in today’s on-demand digital economy. If customers don’t experience the type of engagement and service they expect, they will gravitate to other service providers that satisfy their needs and requirements, resulting in missed opportunities and lost revenue for contact centre operations.

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