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Operators must therefore strike the right balance between the need to authenticate customers to ensure safety, security and regulatory compliance, without compromising on the customer experience (CX)

Contact centre operations across the globe are transforming from traditional, voice-only call centre services to fully integrated and digitised customer life cycle management (CLM) processes.

By offering embedded voice authentication, Pivotal Data’s contact center clients can authenticate callers over any form of voice communication.

Today’s hyper-connected consumers demand efficient service, quicker transactions and a frictionless experience when engaging with a contact centre.

Pivotal Data has integrated OneVault’s voice biometric authentication solution into its contact centre solution as a value-added feature.

Our future IT roadmap includes further expansion into cloud services. When that time comes we’re confident we have the right partner to enable that migration and ensure its success.

Influenced by powerful market trends such as changing customer engagement preferences, digitisation, channel fragmentation and, most notably, the rise of the Experience Economy, the legacy contact centre model is facing obsolescence.

It is ultimately the delivery of superior customer experience that will differentiate a business from its competitors and deliver a strategic advantage.

Harambee keeps the South African job market moving. With a multichannel contact center and expertly run outbound campaigns it connects and matches candidates to jobs in which they’re most likely to succeed.

Cloud computing will play a central role in enabling mobility and remote working, says Allan Macfarlane, Chief Technology Officer at Pivotal Data.