Author: duomarketing

Telviva, as a Technology Partner, has assisted Vodacom Lesotho in launching Vodacom One Connect, which provides local small and medium enterprises (SMEs) with a cost-effective cloud-based UC&C platform that synchronises voice, video and chat. The solution includes Direct Routing, which enables businesses to use Vodacom’s voice services directly within Microsoft Teams - the first by an operator in the Lesotho market. The Telviva platform provided to Vodacom Lesotho is hosted on their own platform, and the operator in turn provides UC&C services to its customers in that country. As part of the agreement with Vodacom Lesotho, Telviva provided technical training for the core team, sales training, field services training and relevant marketing collateral that can be used as a guideline. In addition, Telviva has signed a year-long technology transfer agreement to assist Vodacom Lesotho in deploying leading cloud-based technology to both

With customer experience (CX) becoming crucial to winning and retaining customers, companies are having to invest in omnichannel solutions in order to maintain their advantage. To help businesses gain the most value out of such platforms, Telviva delivers its contact centre solution as a managed service, rather than just a subscription for a software suite.  Delivering good CX requires more than just software; increased personalisation is key, while there are also compliance and regulatory requirements to be met as a result of working with personal information. As a managed service, companies can draw on Telviva’s extensive experience in deploying contact centre solutions and locally developing integrations with a variety of back-end systems, which is crucial to enhancing the customer experience. Businesses and contact centre operators also stand to benefit from dedicated local support teams and proactive support. Telviva's Managed Contact Centre as

Looking forward to the year ahead, it has become apparent that beyond just having their business systems and communications in the cloud, businesses will need to put in place a plan to leverage generative artificial intelligence (AI) within the organisation, or they will be left behind by competitors. Other trends on the horizon include a changed approach to securing talent, personalisation at scale, more remote and distributed work, a growing focus on customer experience and more. An obstacle holding businesses back has been the migration process to the cloud, which can be complex for larger businesses, but they will ultimately have to make the move, ideally through a multi-year process that sees some processes being shifted to the cloud and bridged with legacy systems. Once they have the foundation in place, they can look to harness the trends that will help

Most businesses are facing a fast changing landscape which forces them to adapt their business model, product composition, and routes to market rapidly. This dynamic elevates levels of collaboration between team members and reliance on tools, including unified communications, which facilitate that. Getting this right, however, requires a 'change-fit' culture across all levels of the organisation, integration with business systems, and backing from the very top. Responding to the pace of change in technology has become crucial with the growing blur in the boundaries of the competitive landscape. For example, multinational technology companies are expanding into multiple fields across IT, telecoms and software, and being able to compete against this requires greater quality and speed of decision-making. Businesses can achieve this through team-based decision-making, if managed correctly. Tech as a workplace enabler Effective communication and collaboration is critical for success in the workplace,

“We wanted to adopt technology that not only helps us enable remote working, but also drives improved collaboration, and gives Garrun Group the ability to service our clients in a more efficient manner. Beyond that, the Group can rely on Telviva for support, and it is even better when we can bring our combined experience together to solve challenges. Telviva took all the frustration away, with their teams going the extra mile when it came to support - a truly outstanding achievement. ” Riyaadh Saloojee Garrun Group's IT Operations Manager Customer: Garrun Group Industry: Insurance Garrun Group background In 1994, The Garrun Group was formed and embarked on an acquisitions-oriented growth strategy, which led to majority shareholding in several regional and specialist brokerages. The company's country-wide footprint consists of a holistic infrastructure of technical knowledge, skills and superior systems as well as a fully comprehensive range

“We are on a digital transformation journey - we have grown with technology and have been an early adopter in many cases. The ethos of Intercape and Telviva are the same. Telviva has the right mindset of being able to fix things; if there is a problem, they are on it. We selected Telviva because they are a Tier 1 provider and not just a reseller - they have their own infrastructure and engineers and are in a better position to meet our unique requirements or solve any issues.” Ivor Kettles Chief Information Officer at Intercape. Customer: Intercape Industry: Transportation Intercape Background Intercape strives to improve the mobility of people across Southern Africa and to be their intercity transport operator of choice. As such, the company is dedicated to delivering a safe, dependable and affordable road transport service to all people. Due to the nature of

Where previously businesses just relied on phones and email to engage with their customers, the shift toward being more customer-centric has seen organisations add more communications channels to the mix. The latest is to use instant messaging, primarily WhatsApp, though this can lead to added customer frustration and damage to brand reputation if not implemented and managed properly. WhatsApp is by far the world's most popular instant messaging platform with around two billion users globally. It is also the most used social platform in South Africa, with over 90% of the country’s internet users aged between 16-64 using the platform each month, and as such it is no surprise that businesses are turning to WhatsApp as a means of communicating with their customers. Bringing transparency to WhatsApp chats and groups This at first created challenges around the informal use of WhatsApp by company

A successful hybrid radio pilot project between Altron Nexus and Telviva in the areas surrounding the Square Kilometre Array (SKA) will see the service now being offered more broadly to residents, businesses and public sector organisations across the Karoo, enabling them to seamlessly communicate with the outside world. In order to overcome restrictions related to the SKA, this project allows people to use their radio devices to make and receive regular phone calls. The Square Kilometre Array (SKA) project is an international effort to build the world’s largest radio telescope. It is not a single structure, but consists of many telescopes - or an array - spread over a large location and the first phase is being constructed in the Northern Cape of South Africa as well as in Australia.  A unique challenge in the Karoo Because it is a radio telescope, rather

When the Covid lockdowns hit, organisations were pushed into using whatever video conferencing tools were available in order to enable staff to work remotely. However, as time passed by, they realised that while these tools helped them at that point in time, they lacked some of the crucial functionalities that office workers were looking for. Enter Microsoft Teams - a unified communications (UC) platform that combines workplace chat, video meetings, file storage and application integration in order to enable real-time collaboration and communication. And, perfect for the majority of organisations that are already entrenched within the Microsoft ecosystem. However, even here there are limitations - not every engagement needs to be a video call and with just Microsoft Teams, businesses are restricted to this unified communications environment and can't reach out to the wider world through inbound or outbound voice calling. In

Contact centres have for long seemed to have a bad reputation; people have dreaded them, while organisations themselves have tended to see them as a strain on their resources. However, advances in technology aren’t only empowering businesses to deliver better, more personalised services that customers are demanding, but it is now also enabling them to turn their contact centres from cost centres to value centres. Historically, call centres seemed like faceless organisations, process-driven and lacking any personalisation, but changing consumer behaviour requires that organisations respond accordingly. In fact, studies now show that the vast majority of customers view the experience a company provides to be as important as its products or services. Customers in the digital age want personalised service from brands, with the ability to initiate and continue conversations across multiple channels and not have to repeat themselves at each