Embracing the Experience Economy: Why it's adapt or die for contact centres

How does a modern enterprise create a contact centre environment that provides consistent, world class customer experience (CX) with every interaction?

Given shifts in the consumer engagement preferences, product and service commoditisation, and digitisation, building a CX-driven contact centre has become a strategic imperative to maintain customer loyalty, enhance customer satisfaction, reduce churn and increase revenue.

Download this eBook to learn:

  • The key trends shaping the contact centre evolution
  • How to craft memorable CX through contact centre engagements
  • How omnichannel hosted contact centre solutions provide a substantial competitive advantage in the Experience Economy
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You're in good company

Pivotal Data won our business based on the competitiveness of their
pricing model, their proven track record, technical competencies and
their ability to provision a contact centre solution from the cloud.
We have improved our responsiveness and resolution times for disputes
or claims, which ultimately improves customer satisfaction.

 Pierre van Lelyveld

Chief Information Officer, BetterLife Group

Moving to Pivotal Data enabled Harambee to create a resilient
and highly scalable multichannel contact center. We benefit from a
flexible licensing model that reduces capital expenditure
and provides instant access to features such as chat, advanced IVR, workforce optimisation and outbound dialers.

Jacques Jonker

Head of Contact Centre, Harambee

Pivotal Data is a specialist provider of Genesys PureConnect and PureCloud services and support. We address the full spectrum of client requirements through the enablement of advanced omni-channel customer experience capabilities. We’re the only provider to offer embedded voice authentication capabilities in the hosted contact centre environment to enhance security and reduce fraud. Pivotal Data’s National Operations Centre is a dynamic state-of-the-art monitoring facility that functions 24/7/365. Our technical skills and expertise is unrivalled in the market, with 22 qualified PureConnect and 8 PureCloud engineers.

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