Jan 2022

By David Meintjes, CEO at Telviva One of the most important considerations for businesses, as they strive to squeeze out efficiencies and become more competitive, is understanding that to be truly relevant and appealing for customers and staff, they need an intelligent business communication platform. This implies the ability to adapt and react based on real-time insights. At the heart of having an intelligent communication platform is making sure the customer journey throughout the business is easy and the touchpoints are pleasant. Everyone will have a host of positive and negative experiences. Let’s take a moment and think about the last time we were stuck in a seemingly endless contact centre vortex as an existing customer, where every new agent had no idea who we were, what we needed or how to solve our problem. Those days are ending precisely because technology and

One of the most important considerations for businesses, as they strive to squeeze out efficiencies and become more competitive, is understanding that to be truly relevant and appealing for customers and staff, they need an intelligent business communications platform. This implies the ability to adapt and react based on real-time insights.

With the drive toward remote working leaving organisations looking for the ideal unified communications tool to suit their requirements, it can be quite easy to be swayed by slick graphics and interesting features. However, there is far more to this than meets the eye, and the focus should instead be on whether stability forms the foundation of a service, before it is improved upon through continuous innovation.