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.
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.
KURA is the largest independent outsourcer in the UK, providing outsourced contact centre services and software solutions for a number of the world's most successful brands.
KURA have been successfully reappointed by EDF (UK) to provide customer services support.
The new contract will be delivered by exceptional Kura advisers across our Sunderland and Durban (SA) offices.
CEO, Brian Bannatyne received some wonderful words from Steve Hayfield, Customer Services Director at EDF, who said that
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.
The Great Reset – tackle youth unemployment and gain up to two B-BBEE levels
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!
“What is the accuracy like?” is a consistent question from existing and prospective clients on #biometric accuracy of a voice authentication solution Check out the latest OneVault blog from Bradleigh Scott to learn how building better background models drives accuracy in passive voice biometrics
These unprecedented times are transforming the way organisations conduct business. The pressure is on to identify technologies, solutions and processes that enable businesses to adapt to customer needs.
OneVault is proud to announce the launch of Secure Citizen, a joint venture with the South African Fraud Prevention Service (SAFPS).
Although South Africa’s national lockdown has entered a less-restrictive Level 3 phase, with many more businesses having been permitted to start operating more fully again since the 1st of June, employees that can work from home are being advised to continue doing so until further notice. Recent research has indicated that the Covid-19 pandemic infection rate is still likely to peak, which means that individuals will continue to be very susceptible to
Harambee has realised that cloud is the future. It offers flexibility and scalability, with better uptime and security to enhance business continuity. Cloud also creates opportunities to access additional functionality, or gain instant access to new tools and features without massive capital expenditure or long implementations, which can future-proof your business.
With phased reintroduction to the workplace, many employers are considering shift working or weekend schedules to prevent overcrowding in the workplace. But what skills should you be looking for in employees to determine who will continue working remotely?
Cloud migration was already firmly on the technology investment agenda of most businesses before the global novel coronavirus (COVID-19) pandemic thrust cloud computing to the business forefront. While South Africa lagged the global adoption curve, local business leaders were formulating cloud transformation strategies or had begun piecemeal implementations, with many organisations moving beyond cloud backups.