Cloud Transformation Survey: African Small and Medium Size Contact Centres
The adoption of cloud-based solutions in the burgeoning African contact centre industry is on the rise, with 56% of respondents to the 2018 Genesys Cloud Transformation Survey adopting some form of cloud-based technology.
With this trend set to accelerate, this comprehensive survey is an essential resource for all contact centre decision makers as it offers a working guide and compendium of insights to reference when migrating contact centre operations into the cloud.
Download this survey to reveal the viewpoints, opinions and predictions of C-Level executives from small and medium-sized businesses, and contact centre directors and managers that operate across multiple key industry verticals in Botswana, Kenya, Ghana, Namibia and South Africa.
Download this survey to learn:
The most significant barriers to the adoption of cloud computing solutions.
How the demands for enhanced employee experience (EX) and customer experience (CX) are being met with cloud-based engagement technologies.
How cloud-based contact centres are leveraging available technologies to enhance communication capabilities, improve service levels, increase operational efficiency and deliver memorable CX.
The new and advanced technologies that respondents plan to deploy in the next 12 months.
Pivotal Data won the bid 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.
Head of Contact Centre, Harambee
ABOUT PIVOTAL 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.