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News : Pivotal Data Deploys Extensible Cloud for Cloud-hosted Contact Centre Environment

#contactcenterworld, @vmwarenews

Johannesburg, South Africa, Oct 5, 2020 -- Pivotal Data, a contact centre and customer experience solution provider, has leveraged the cloud-hosted environment of VMware Cloud verified partner Silicon Sky to facilitate the expansion of its cloud-hosted contact centre environment to assist customers with rapid migration to the cloud.

"As a cloud-centric contact centre solutions provider, uptime is a critical element of our value proposition. As more of our clients see the need to leverage the business benefits of the cloud, so we had to deliver the availability they require in a way that could not be offered by traditional on-premises solutions," says Corne Grobbelaar, Product Development Executive at Pivotal Data.

"Building a contact centre that can scale according to customer needs while still delivering redundancy for mission-critical data and systems is a priority. It is a case of empowering our customers with the means to operate effective customer engagement irrespective of where they are working from. So, naturally, this is where the cloud comes into play."

According to Grobbelaar, one of the most significant benefits of going the cloud-hosted and cloud-consumption route with Silicon Sky is the fact that Pivotal Data can provide its clients with always-on availability. It has been working with Silicon Sky since 2012, which supplies the company with hosted server and backup infrastructure from Teraco data centres on its VMware cloud, which is built on a VMware Cloud Foundation including VMware Cloud Director, NSX, vSphere, vCenter and VSAN with VMware Cloud Director Availability.

"Today we are using dedicated data centre technology for our customers and delivering virtualised services to provide an extensive hybrid offering. This is essential, especially within the context of the COVID-19 pandemic and the lockdown restrictions in the country that necessitated a remote working approach. Using Silicon Sky’s infrastructure, our clients can literally work from anywhere with the Pivotal Data solutions being available as they are needed and from the cloud," adds Grobbelaar.

"With a more extensible and even more powerful cloud environment, if we land a large contract today, we can easily spin up a contact centre and replicate it in real-time. Furthermore, we now have the flexibility and scalability to instantaneously migrate our clients to the cloud. This positions us as a truly cloud-based communications and collaboration service provider," adds Grobbelaar.

"Pivotal Data has already seen a massive uptake with regards to remote agents from clients using the cloud-based contact centre environment. The lockdown has resulted in more of our clients wanting to effortlessly scale up or down and move agents around using different digital channels," says Grobbelaar.

"For us it is critical to continue delivering exceptional service, and the cloud-based scenario enables that more effectively than before; it has also been the catalyst for our continued innovation in our business. Our roadmap centres on our ability to respond quickly and without hesitation to our clients' needs, without technology being an inhibitor. Through our continued investment into the infrastructure from which we deliver our solutions, we can meet these customer requirements and scale customers to the cloud without hesitation," concludes Grobbelaar.

#contactcenterworld, @vmwarenews

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.itweb.co.za


About Pivotal Data (Pty) Ltd:
Company LogoPivotal Data is a provider of contact centre, customer experience and enterprise communication solutions. We assist organisations of all sizes by consulting, implementing, maintaining and managing solutions that simplify complexity and create agile, customer-centric organisations. Our solutions provide our customers with the ability to make every interaction engaging, insightful and profitable, helping grow businesses and improve competitive market positions.
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About VMware:
Company LogoVMware, a provider of virtualization and cloud infrastructure, delivers customer-proven solutions that accelerate IT by reducing complexity and enabling more flexible, agile service delivery. Leveraging VMware vSphere™, a widely deployed foundation for cloud computing, VMware enables enterprises to adopt a cloud model that addresses their unique business challenges. VMware's approach speeds the transition to cloud computing while preserving existing investments and improving security and control. With more than 250,000 customers and 25,000 partners, VMware solutions help organizations of all sizes to lower costs, increase business agility and ensure freedom of choice.
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Today's Tip of the Day - Involve Staff

Read today's tip or listen to it on podcast.

Published: Wednesday, October 7, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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