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A single view of all communications channels is crucial to retain and grow the customer base

The business world has spoken about the need for unified communications platforms for more than a decade, and for good cause. In an era where instant gratification rules the roost, the absence of a single view of all communication results in organisations quite literally leaving new business on the table and losing existing customers to competitors. 12 Jul 2021 Read more

Omnichannel: a single point of contact to build successful customer relationships

As organisations around the world come to terms with the biggest disruption in living memory, the fundamentals of a successful business remain intact, and one of the most important of these pillars is relationships. 1 Jun 2021 Read more

Compliant call recording unlocks a treasure trove of business benefits, says Telviva

While almost everyone has heard the phrase "This call may be recorded for quality control purposes" while waiting to speak to a business service representative or call centre operator, businesses are starting to appreciate that the effective and compliant recording of conversations has evolved from humble beginnings into a strategy to provide a strategic business advantage. 12 Apr 2021 Read more

Why the future of business communications is about more than technology

Even prior to the pandemic, communications were transitioning into more digital-friendly environments. Today, the focus is on delivering an omnichannel experience for customers, understanding their unique requirements, and delivering value while remaining compliant and positioning the organisation for future growth as cost-effectively as possible. 24 Mar 2021 Read more

Do you really know the real cost of a lost business opportunity?

Snap question for CEOs and decision-makers: What is the lifetime value of your average customer? Do you have this figure, in rands and cents, at your fingertips? If you don't, you're probably not able to grasp the real cost of a lost opportunity if a customer's call or request does not get the attention and service it requires. Arguably, failing to understand the real lifetime time value of a customer can be equated to not understanding your company's cash flow and annual expenses. Why? Simply because these numbers add up over time, and one lost customer (due to poor customer service or a missed call) can equate to many thousands - or millions - of rands in lost revenue over several years from not securing the opportunity presented. And let's face it, few companies can afford to miss opportunities in such a difficult economic environment. 12 Feb 2021 Read more

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