In our new world, where same-day delivery, instant transactions and on-demand service have become the norm rather than the exception, businesses will increasingly compete for share of pocket based on the customer experience (CX) they provide.

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The contact centre is the heart of most businesses – often handling more customer interactions than any other touchpoint in your business. The challenge lies in setting up a VOC that is ready for operationalising from the get-go – and this takes planning to ensure the right solution is built to suit your business.

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The global pandemic injected pace and intensity into the financial services industry’s race towards digital transformation. These new digital technologies have changed the way financial services providers interact with staff, customers, processes and partners.

However, the unprecedented speed and scale of these digitalisation initiatives has created gaps between digital services and customer expectations.

While being recognised as a world leader is undoubtedly an achievement that will unlock opportunities for local providers, it will be our ability to maintain the leading edge through great customer experience that will matter in the months to come.

There is mounting research to suggest that clean, disinfected air plays a vital role in preventing the spread of SARS-CoV-2, the virus causing COVID-19.

While respiratory droplets are considered the primary transmission route, aerosols are being considered by many health authorities as a possible mode of infection transmission. This suggests that viral particles can remain suspended in the air for long periods and can be inhaled.

The global Covid-19 pandemic accelerated digital transformation across industries as the world adapted to a new way of working.

Consequently, the future of contact centre technology looks vastly different now than it did 12 to 18 months ago.

Like most start-ups, King Price initially invested in a technology solution that made financial sense and met a specific need at the time. However, as customer volumes rose, and the business evolved, the insurance provider’s communications solution could not scale to meet the growing demands.

Pivotal Data replaced the legacy communication technology and has helped lay the foundation for future evolutions in King Price’s call centre capabilities.

LifeLine Western Cape needed to upgrade its technological capabilities to gain greater flexibility within the organisation, help collect important data and, most importantly, keep up with shifting consumer engagement preferences.

Pivotal Data has been shortlisted in two Genesys EMEA Partner Award categories – the only Genesys partner in South Africa to earn this recognition.

It has never been quicker, easier or more cost-effective to start your contact centre’s journey to the cloud.

Sign up to deploy Genesys Cloud without paying for the licenses until the maintenance of your current contact centre solution expires.

As futurists, People Solutions were able to successfully pivot by evolving our services and digitalising our products to adapt to the virtual education needs of our market and as a result of the rise of the Fourth Industrial Revolution.

Educor opted for Pivotal Voice for back-office users and Pivotal on Demand for its contact centres because these solutions offered the most cost-effective option that still delivered all the functionality that users required.

Running a collections contact centre is possibly one of the hardest environments to manage. After all, their customers don’t really want to speak to them. So, if their customers don’t want to speak to them, how would passive voice biometrics assist when you need to hear the customers voice and they need to, well actually speak!

What defines efficiency in the modern call centre? Is it always-on access? Is it the omnichannel? Is it the ability to engage with customers in real time?

Last week’s Experian data breach exposed the personal information of 24 million South Africans & nearly 800 000 businesses to a suspected fraudster.

This breach is a perfect example of why you need to ensure your contact center can proactively fight the very real threat of fraud - voice biometrics can help you do this!