“Having worked together for years, Intercape and Telviva share a special relationship. Our engagements are seamless, supported by open communication channels and exceptional service delivery. We always know where we stand -Telviva gets a “11/10”.”
Doré Botha, Business and Data Analyst at Intercape
With a history dating back to the 1970s, Intercape is dedicated to delivering safe, dependable, and affordable road transport services. The company has maintained a long-standing partnership with Telviva, initially centred around providing assistance and support for Intercape’s Asterisk PBX servers.
As cloud communications matured, the company evolved from traditional on-premise voice setups to a single cloud-based business communications platform designed to improve operational efficiency. In early 2024, the company turned to Telviva Engage (part of Telviva One Premium) to enhance their inbound service desk by providing customers with the ability to reach out via multiple communication channels – including web chat and WhatsApp – which proved to be a big hit with customers, and initially saw call volumes to the contact centre decline by 13%.
While Telviva Engage served the company well up to a certain phase, Intercape’s growing requirements necessitated a more comprehensive approach. They needed a solution that was more aligned with how modern interactions take place. They also wanted the ability to integrate multiple communication channels – giving the business an end-to-end view of the customer journey, encompassing emails, WhatsApp messages, the contact centre, and the complaints department – and work from a centralised platform. By doing so, Intercape aimed to eliminate any breaks in communication.
Creating a centralised CX hub for Intercape
To enable this, Intercape shifted to Telviva Omni in 2025 to unify its communications. From a business perspective, the transition was easy, though it did require intensive testing, which included having a Telviva representative on-site. Looking at the broader organisation, change management was necessary, particularly for long-serving agents who were accustomed to working in a certain way, whereas younger agents were quick to adopt the new system.
The centralised hub provided by Telviva Omni benefits both agents and their supervisors: For agents, there is a seamless transition in communication across various interactions, no matter the channel. Supervisors, in turn, can pull comprehensive reports across these interactions to better optimise agent allocations based on individual skill and capabilities. Overall, agent management has improved, resulting in a noticeable increase in quality and efficiency.
The transition has resulted in benefits for the business by reducing costs and providing a better view of the customer. It aligns well with changing digital and consumer behaviours, particularly for younger generations who prefer chat over phone calls and often use mobile data or Wi-Fi hotspots instead of traditional airtime.
Telviva helped Intercape introduce an automation layer with a digital agent named “Interbot”, which assists customers by pulling answers to frequently asked questions (FAQs) from a knowledge base. When deployed in late 2025, Interbot was able to immediately resolve routine queries, 24/7, with no queues or waiting times. Since the introduction of the digital agent, Intercape saw a further reduction in voice calls to the contact centre by 7%. WhatsApp interactions requiring human agents also declined by 36%, with FAQs being handled by Interbot.
This has helped drive efficiency and reduce costs, as well as the burden on human agents, allowing them to focus on resolving more complex interactions, while easier queries are handled by automation. Crucially, personalisation remains a key priority, as customers can request to speak to a human agent at any time – keeping to the golden principle of “Digital when you want it, human when you need it”.
Intercape implemented Telviva Omni and the Interbot at around the same time as their own mobile app, giving the company’s customers an additional channel to access instantaneous self-service. In addition, voice calls, WhatsApp messages and the App are synchronised, with agents being able to see the full interaction history in one place, enabling enhanced service and having a positive impact on the brand and its reputation.
From voice-only to digital-first
Overall, this transformation journey from a “voice-only” contact centre to “digital first” customer experience has seen a 65% reduction in call volumes to Intercape’s contact centre, while the introduction of the digital assistant and self-service options have seen WhatsApp interactions decline by 44% since its launch.
“Even as we were just beginning to get the best use out of Telviva Omni, Telviva introduced us to new solutions aimed at enhancing efficiency and overall customer service. Rather than standing still, Telviva actively keeps us updated on the latest, relevant market solutions and looks for ways to help us further improve the customer experience,” says Doré Botha, Revenue Analyst at Intercape.
Whether you require an inbound/outbound call centre solution for voice or an omnichannel solution integrating multiple digital channels, Telviva’s Contact Centre as a Service (CCaaS) solution provides comprehensive platforms to streamline your contact centre operations. Chat to us today.