The digitisation of communication, enabled by the internet and mobile devices, has reshaped customer engagement models.
Today, the ability to personalise customer interactions delivers a competitive advantage: impactful engagement delivers customer satisfaction, which builds valuable relationships. These relationships become business assets as satisfied customers are transformed into loyal customers, and loyal customers into brand advocates. Nurturing the customer relationship lifecycle through continued personalised engagement and coherent communication ultimately drives business growth.
Meeting the expectations of connected consumers also requires the flexibility to engage and interact on their terms, wherever they are, with the ability to adapt as their expectations evolve.
Enabling this type of effective and efficient omnichannel communication requires the right all-in-one single platform contact centre solution, as this is often a business’s primary customer touchpoint. A contact centre solution that enables traditional engagement via voice, and a growing number of digital channels, such as email, SMS, Webchat, or social media, with the ability to switch seamlessly between mediums, is needed to deliver personalised customer interactions and engagements that give companies a competitive advantage in the digital age.
The right contact centre solution puts customers at the heart of the business and, through actionable insights, customer preferences can be better understood. Functional contact centre technology also delivers a business boost by facilitating up-selling and cross-selling opportunities.
And best-of-breed contact centre solutions optimise resources, improve response times, and route calls effectively, making it easier for staff to do their jobs.
Pivotal contact centre
Pivotal Data is an integrated managed services provider that understands how every channel of communication can improve business and drive organisational efficiencies.
We offer best-of-breed cloud-based Contact Centre solutions – the only to offer embedded voice authentication capabilities to enhance customer experience (CX), improve security and reduce fraud – and we hold the key competencies and expertise required to deliver these end-to-end services.
We offer a choice of a complete premise-based solution, or an equally complete on-demand single-tenant hosted solution. Clients also have the freedom to deploy a hybrid architecture.
To explore our contact centre solution, contact Pivotal Data on 087 310 5900.
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.READ MORE »