GDC takes Pivotal CRM to contact centres

GDC takes Pivotal CRM to contact centres

MID-market CRM provider Pivotal has signed GDC as a reseller for its software suite, to be delivered through a hosted service to contact centres.

Tony Mitchell, Pivotal country manager, says the agreement adds another dimension to how his company is reaching the market.

“People tend to forget just how many small companies there are in New Zealand and charging a monthly rental is perfect for the market,” he says.

Mitchell believes telcos are moving towards integrating traditional phone systems with CRM software to develop better information on their customers.

John Pratt, GDC general manager corporate sales, says the telco market has evolved to the point where it is looking to understand customers.

“The first phase is queuing customers; then comes sustainable growth through reporting; the third phase is about providing customers with the best service — if you are going to piss ten people off in a day at least you know who they are,” he says.

Pratt says the decision to work with Pivotal is based on GDC’s need to offer a packaged integration with a telephony environment.

“The combination of Pivotal and the tight integration of pro-ducts with Alcatel made it a perfect fit. The fact that the first GDC/Pivotal customer signed while the ink was drying on our contract endorses the decision.”

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