Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

News : Pivotal Data Gives Crisis Counselling Contact Centre a Lifeline


Johannesburg, South Africa, Jan. 13, 2021 -- LifeLine Western Cape is one of 16 LifeLine centres in southern Africa. The organisation aims to improve emotional wellness in individuals and communities throughout South Africa by providing counselling.

This non-profit organisation (NPO) provided these services via a contact centre operated with an on-site PBX solution.

However, 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.

During the level five national lockdown, the NPO sought ways to keep counsellors safe at home by connecting them to callers remotely using a mainstream VOIP solution.

"However, this best-effort workaround did not deliver the quality of service we required, even on the best Internet connection. This negatively affected customer service at a time when more people were experiencing stress and trauma due to the pandemic's impact," elaborates Samantha de Gouveia, Admin Manager at LifeLine Western Cape.

The organisation also faced spiralling telephony costs related to maintaining their existing on-site solution.

"We had no control over our telephony services, and on-site technical support for any issue was costly. We needed more flexibility with our phone system, with an adaptable solution that could maintain continuity of service throughout lockdown and the pandemic," continues De Gouveia.

LifeLine contacted Pivotal Data based on a recommendation and discussed its challenges.

"We ran the risk of falling off the map during COVID due to a lack of capacity and poor call quality, but Pivotal Data saw an NPO in need and wanted to help out," states Glynis Depper, Counselling Consultant at LifeLine Western Cape.

....NOTE - content continues below this message


We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!



"The Pivotal Data team assured us that the functionality of their Pivotal Voice cloud-PBX solution would address every challenge we highlighted," recalls De Gouveia.

"We decided to donate a Pivotal Voice cloud-PBX solution to LifeLine Western Cape to help connect more crisis counsellors to people who require support in dealing with psychological and social stresses and trauma. It was an easy decision," comments Bruce Arnold, Chief Executive Officer at Pivotal Data.

According to Pivotal Data Sales Executive, Christo Marais, Pivotal Voice – the company's flagship cloud-based PBX solution – was the best-fit solution for LifeLine Western Cape’s needs.

"It delivers a centralised Web-based platform with access to telephony capabilities that would revolutionise the way the NPO counsels. The solution's functionality allows LifeLine Western Cape counsellors to receive calls from a mobile application that they can load onto their mobile device to enable remote working capabilities," explains Marais.

Importantly, the fully redundant digital back-office telephony solution can scale to meet changes in caller volumes and counsellor capacity. 

The telephone management system (TMS) and the data collection and reporting functions offer valuable insights and statistics into LifeLine's day-to-day operations, including anonymised information on the age groups they counsel and the regions where callers reside.

"This granular reporting provides important information that we share with current and potential funders and donors," continues Depper.

This reporting was previously done manually, which was time-consuming and inefficient.

"The solution's functionality has changed the way we work. It frees counsellors from these administrative requirements and gives them more time to engage with those in need," adds Depper.

"It is user-friendly and intuitive. It is simple for counsellors to register and login to start taking calls. And the voice quality of those calls has been superior to what we’ve previously experienced."

Depper says this has been a hugely exciting improvement to their service. "I've been part of LifeLine for 30 years and I've never been more excited about a development in our operating capabilities."

The team hopes the Pivotal Voice solution will allow the organisation to once again provide 24-hour support, a service LifeLine Western Cape discontinued years ago due to safety concerns around counsellors travelling to the contact centre at night.

In addition, the solution positions LifeLine favourably to meet shifting trends around engagement preferences as many people who reach out to the hotline for help now prefer to use WhatsApp for its privacy and low cost.

LifeLine plans to make these instant messaging capabilities available in the near future, and will look to add additional channels should the need arise.

"We're extremely grateful for Pivotal Data's offer to donate the solution. It means we only have to pay for outbound minutes and can realise other cost savings that help to extend our budgets. It still brings me to tears to think of their generosity. The team got us back up and running in a big way," concludes De Gouveia.


Posted by Veronica Silva Cusi, news correspondent

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.
Company RSS Feed   Company Facebook   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Partnership Tips

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

Published: Thursday, January 14, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Visual Communications


Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.

SJS Solutions

Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people. Using a scientifically supported formula, Optymyse delivers stunning visuals which unlock the full potential of your contact centre whilst protecting the mental wellbeing of all of your employees.

About us - in 60 seconds!

Submit Event

Upcoming Events

The place where the world's best meet and share their best practices!

A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

This is the highest rated industry event with ... Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =