Thought Leadership

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

As businesses across sectors consider various new modes of work to drive business performance, there is an increasing urgency to streamline and optimise communication channels – for both internal and external functions. Without a doubt, the health and economic crises of recent months has accelerated corporate transitions into Cloud environments and placed collaboration tools such as video conferencing and instant chats at the forefront of daily business. 

With many organisations shifting to a distributed (remote) workforce model, the sales function will arguably become even more imperative in creating and maintaining high-quality customer relationships. Increasingly, these relationships rely on digital tools and a rigorous, data-driven approach to enable quality conversations with potential and existing customers – and allow for real-time responses to every customer interaction.