FAQs
UCaaS
What is Telviva One, and how does it benefit my business?
Telviva One is a cloud-based solution that integrates voice calls, video conferencing, instant messaging, and more into a single platform. It benefits your business by simplifying communication, boosting productivity, and enabling seamless collaboration from anywhere, on any device, without the need for expensive hardware.
Can the Contact Centre agents communicate with the back office?
Telviva delivers its UCaaS solution as a managed service hosted on secure, high-availability cloud infrastructure. This ensures robust uptime, scalability, and data security, allowing businesses to focus on communication without worrying about technical disruptions or outdated systems.
Can Telviva One integrate with my existing business tools?
Yes, Telviva UCaaS integrates seamlessly with popular CRM systems like Salesforce, Zendesk, and Zoho, as well as other cloud-based tools. This provides context for interactions, such as caller history, enhancing customer engagement and streamlining workflows across your organisation.
Is Telviva UCaaS offering suitable for small, meduim, large businesses?
Telviva One can be used by businesses of varying sizes – from SMEs with five or more employees to multinationals with thousands of users.
Can Telviva UCaaS offering support international calls?
Telviva supports calls to local and international numbers at competitive market rates, and also offers uncapped calling plans.
CCaaS
What is Telviva CCaaS, and how does it improve customer interactions?
Telviva CCaaS (Contact Centre as a Service) is a cloud-based solution and can offer an omnichannel solution. Telviva Omni unifies multiple communication channels—like voice, email, web chat, and social media—into a single platform. It enhances customer interactions by providing agents with real-time context, such as caller history, through CRM integrations, enabling faster, more personalised service and improving customer satisfaction.
Can the Contact Centre agents communicate with the back office?
Telviva CCaaS enables the back office to seamlessly connect with the contact centre agents, without the need for additional licenses. This integration bridges the gap between the front-line and back-office, whilst streamlining workflows and results in effective cost management.
What analytics does Telviva CCaaS provide to improve contact centre performance?
Telviva CCaaS offers advanced analytics and reporting tools that track key metrics such as call resolution times, agent performance, and customer satisfaction. These insights help businesses identify bottlenecks, optimise workflows, and make data-driven decisions to enhance overall contact centre efficiency.
How well do Cloud Contact Center Solutions and CCaaS platforms integrate with our CRM and ERP to provide a unified agent desktop and 360-degree customer view?
Telviva’s Cloud Contact Centre and CCaaS solutions offer seamless integration with your existing CRM (for example, Salesforce, Zoho, Zendesk, Freshdesk and more), ERP, and other business applications through open APIs and pre-built connectors.
What are the components that ensure security, data privacy, and uptime guarantees for your Managed Cloud Contact Centre Service?
Security, reliability, and compliance are paramount for any Managed Contact Centre Service or CCaaS offering. Telviva’s CCaaS solution prioritises these aspects with robust measures: Enterprise-Grade Security, Data Privacy and Compliance, High Availability and Uptime Guarantee, and Proactive Monitoring..
Channels
What communication channels does Telviva support for customer engagement?
Telviva supports a wide range of communication channels, including voice calls, email, SMS, web chat, and popular social media platforms like WhatsApp, Facebook, and Twitter. This allows businesses to connect with customers on their preferred platforms, all managed through a single interface.
How does Telviva’s omnichannel approach improve the customer experience?
Telviva’s omnichannel solution unifies all customer interactions across different channels into one platform, providing agents with a complete view of the customer’s history. This ensures seamless, context-aware conversations, reducing customer frustration and improving resolution times, regardless of how or where the interaction began.
Can Telviva’s channel features be customised to fit my business needs?
Yes, Telviva offers flexible, scalable channel options that can be tailored to your business requirements. Whether you need to prioritise specific channels like WhatsApp for customer support or integrate voice and email for sales, Telviva’s cloud-based platform adapts to your workflows and grows with your organisation.
How is high quality communication ensured with Telviva?
High-quality VoIP calling ensures clear, secure voice communication via handset, headset, or mobile. Our Cloud PBX extends powerful features like call routing, caller ID, conferencing, custom greetings, and voicemail management to enhance every voice interaction.
Does Telviva offer WhatsApp as a channel?
Yes, harness WhatsApp for Business to instantly connect with customers, offering personalised interactions and efficient support. This integration enhances your reach, streamlines communication, and deepens customer relationships, leveraging a platform millions already use to drive engagement and growth.
Cloud Call Control
What is Cloud Call Control, and how does it benefit my business?
Cloud Call Control is a feature of Telviva’s cloud-based communication platform that allows businesses to manage and optimise their telephony operations entirely from the cloud. It provides benefits like immediate cost savings through zero-rated inter-branch calls, enhanced flexibility with scalable solutions, and the ability to support remote workforces by enabling seamless call management from any device, anywhere.
How does Telviva ensure high-quality calls with Cloud Call Control?
Telviva ensures high-quality calls by offering high-definition voice as a standard feature and leveraging a fully managed, engineered, and monitored access network optimised for real-time communication. This is paired with partnerships with leading network providers to deliver reliable connectivity and superior call clarity for all cloud-based services.
Can I make calls from my Microsoft Teams environment?
Yes, with Telviva’s Call2Teams solution, you can make and receive calls natively within the Microsoft Environment and leverage from Telviva’s rich cloud PBX features.
How does Telviva enhance CX with messaging on hold?
Messages on hold transform wait times into engaging opportunities. Instead of silence or music, use this time to deliver tailored telephone messages—like product promotions, service info, or helpful tips—keeping callers engaged and informed.
How does Telviva's intelligent messaging on hold reduce perceived wait times and boost customer satisfaction?
Telviva’s cloud call control makes setting up messages on hold simple, even without extensive IT support. Updates are remote and instant, allowing your teams to maintain fresh content effortlessly. This user-friendly approach ensures a quick and painless enhancement to your customer experience.
Automation & Digital Agents
How do Telviva’s Automation & Digital Agents improve customer service efficiency?
Telviva’s Automation & Digital Agents streamline customer service by automating repetitive tasks like answering FAQs, scheduling appointments, and handling basic inquiries. Powered by AI and machine learning, these digital agents operate 24/7, reducing wait times, cutting operational costs, and allowing human agents to focus on more complex issues, ultimately boosting efficiency and customer satisfaction.
What types of tasks can Telviva’s Digital Agents handle?
Telviva’s Digital Agents can manage a variety of tasks, including responding to common customer queries (e.g., “What are your operating hours?”), booking appointments, processing orders, and escalating issues to human agents when needed. They integrate seamlessly with voice, text, and popular messaging platforms like WhatsApp, providing a versatile, omnichannel support experience.
How does Telviva ensure Digital Agents provide a personalised customer experience?
Telviva’s Digital Agents use AI-driven natural language processing and integrate with CRM systems to access customer data, enabling them to deliver tailored responses based on individual histories and preferences. Continuous machine learning ensures they improve over time, offering a more human-like and context-aware interaction that enhances the overall customer experience.
What are the core benefits of combining digital self-service with human agents for our business and customers?
Combining digital self-service with human agents offers the best of both worlds. Your business gains efficiency by automating routine tasks and reducing costs, freeing agents for complex issues. Customers benefit from faster self-service for common queries and personalised human support when needed. This leads to higher satisfaction, improved agent morale, and optimised resources.
How do Telviva's digital agents and automation empower our human team and divide responsibilities?
Our solution empowers human teams by using digital agents to handle repetitive tasks like FAQs and simple transactions. This frees up skilled employees to focus on complex, empathetic customer interactions. Digital agents seamlessly transfer intricate or emotional queries, with full context, to human agents, ensuring human touch is applied where it adds the most value. Digital when you want it, Human when you need it.
Collaboration
What does Telviva’s Collaboration offering include?
Whether UCaaS or CCaaS, it provides a unified platform for voice, video, chat, and file sharing, enabling seamless team communication and productivity from any device, from anywhere.
How does Telviva support remote teamwork?
With cloud-based tools and mobile apps, Telviva ensures teams can collaborate effectively, whether in the office or working remotely, with real-time access to shared resources.
Can Telviva’s Collaboration tools integrate with other platforms?
Yes, it integrates with popular tools like Microsoft Teams and CRM systems, streamlining workflows and enhancing team coordination, whether you require a business communication platform or a Contact Centre solution.
What security measures and compliance certifications protect sensitive business communications and data privacy in Telviva's collaboration tools?
Telviva prioritises security and data privacy. Our cloud infrastructure, hosted in secure, redundant data centres, uses robust encryption for all communications. We implement multi-layered security and adhere to relevant industry standards and regulatory compliance frameworks.
How does video conferencing enable rapid query resolution and enhance collaboration for better outcomes?
Video conferencing enhances team productivity and performance by enabling real-time collaboration, faster decisions, and efficient screen/document sharing.
Analytics & Reporting
What types of analytics does Telviva provide to improve customer service?
Telviva offers real-time and historical analytics, including agent performance metrics, call volume trends, and customer satisfaction data. These insights help businesses monitor operations, identify bottlenecks, and enhance service quality.
How can Telviva’s reporting tools help my business make better decisions?
Telviva’s reporting tools provide customisable dashboards and detailed reports that deliver actionable insights. By analysing key performance indicators (KPIs) like call resolution rates and wait times, businesses can optimise workflows and improve decision-making.
Does Telviva support integration with other platforms for analytics?
Yes, Telviva’s analytics and reporting features are designed to integrate seamlessly with third-party systems, allowing businesses to consolidate data from multiple sources for a comprehensive view of performance and customer interactions.
How does Telviva's speech analytics give us a competitive edge in understanding our diverse South African customers?
Telviva, through its partnership with CallBi, offers a significant competitive edge in the diverse South African market. CallBi’s speech analytics is uniquely designed to support over 30 regional and international dialects, including all major South African languages and mixed-language conversations, unlike many international solutions.
What advanced quality analytics tools does Telviva use to optimise the performance of contact centres?
Telviva leverages a suite of advanced quality analytics tools to optimise contact centre performance: Speech Analytics (powered by CallBi), Quality Assurance Analytics (powered by Genii Analytics), Omnichannel Communication Analytics and Telviva Clarity. These tools collectively provide a comprehensive view of contact centre operations, enabling businesses to identify bottlenecks, optimise workflows, and make data-driven decisions for enhanced efficiency and customer satisfaction.
Integration
What types of systems can Telviva integrate with to enhance business operations?
Telviva offers seamless integration with popular CRM systems like Salesforce, Zendesk, and Zoho, as well as Microsoft and Google Calendar and address books. The omnichannel contact centre offering can integrate with any legacy system or business application.
How does Telviva’s integration with CRMs improve customer experience?
By integrating with CRM systems, Telviva provides context for customer interactions, such as displaying the caller’s name and their full engagement history, including resolved and unresolved queries. This allows businesses to deliver more personalised and efficient service without needing an additional service provider for integration.
What benefits does Telviva’s cloud-based integration offer for remote work?
Telviva’s cloud-based platform, with its open APIs, ensures easy access and interoperability across devices and locations. This enables remote teams to collaborate effectively using voice, video, and chat, all synchronised through a single platform, boosting productivity and maintaining business continuity regardless of where employees are working.
How can BPO integration and automation solutions improve efficiency, reduce costs, and enhance customer experience?
BPO automation, using AI and integration, streamlines workflows, reduces manual processes, and boosts efficiency. This enhances productivity and customer experience by automating routine tasks for faster responses and scalability.
Can I use WhatsApp with Telviva's service?
Yes, use WhatsApp for Business to connect with your customers, whether you need a simple business phone solution or a full contact centre. Provide instant, personalised support with quick replies, interactive buttons, and chatbot integration.
Network & Security
What makes Telviva’s network security solution reliable for businesses?
Telviva ensures a secure and stable network through fast, reliable connectivity and managed firewalls, providing an excellent experience for cloud-based services.
How does Telviva support businesses with a comprehensive communication service?
Unlike many providers that only offer licenses, Telviva delivers a fully managed end-to-end service. This includes quality connectivity, a wide range of value-added services, and seamless access to cloud data, all supported by a sales team working closely with solution architects to match technology to your budget and requirements.
What benefits does Telviva offer by being a single provider for business communications?
By consolidating all business communication needs with Telviva, you gain the convenience of a single point of contact for supply and management. This streamlined approach enhances efficiency, simplifies troubleshooting, and ensures consistent support for your network and security needs.
Can Telviva offer a compliant call recording solution?
Yes, Telviva offers both standard and regulatory-compliant cloud-based call recording storage solutions where calls are encrypted and stored in a secure environment.
How does Telviva manage firewall solutions to ensure network security and compliance for businesses facing evolving cyber threats?
Telviva and Securicom have partnered to provide businesses with robust security solutions to defend against evolving cyber threats. Securicom’s 20 years of cybersecurity experience and end-to-end firewall service ensure network security and compliance.
Telviva PBX
How does Telviva’s Cloud PBX enhance workforce mobility and productivity?
Telviva’s Cloud PBX allows your team to stay connected and productive from anywhere using desktop or mobile devices. Features like call routing by date and time, hunt groups, and the Telviva Mobile app ensure seamless communication, while integration with tools like Microsoft Teams enables efficient call management directly within familiar platforms.
What advanced call management options does Telviva’s PBX offer?
Telviva provides flexible call management with features such as hunt groups, pickup codes for answering calls, and more. You can also set up auto-answer on compatible SIP phones and route calls based on schedules planned, giving you complete control over your communication flow.
How does Telviva ensure ongoing improvements to its PBX platform?
Telviva’s team of internationally acclaimed software engineers continuously refines and upgrades the platform. These enhancements, which include new features and performance improvements, are provided to customers at no additional cost, ensuring your PBX stays cutting-edge and tailored to modern business needs.
What is a Cloud PBX, and how does it differ from a traditional PBX?
A Cloud PBX (Private Branch Exchange) is a phone system hosted entirely in the cloud, managed by Telviva. Unlike traditional PBX systems that require expensive on-site hardware and maintenance, a Cloud PBX operates over the internet, offering greater flexibility, scalability, and cost savings.
Does Telviva's Cloud PBX support remote workers?
Yes, Telviva One is designed for workforce mobility. Employees can make and receive calls from anywhere using their desktops, mobile devices, or web browsers via the Telviva Mobile app or Telviva One webphone, ensuring seamless communication and productivity regardless of location.
Telviva One
What is Telviva One, and how does it benefit my business?
Telviva One is a cloud-based solution that integrates voice calls, video conferencing, instant messaging, and more into a single platform. It benefits your business by simplifying communication, boosting productivity, and enabling seamless collaboration from anywhere, on any device, without the need for expensive hardware.
How does Telviva ensure the security and reliability of its UCaaS platform?
Telviva delivers its UCaaS solution as a managed service hosted on secure, high-availability cloud infrastructure. This ensures robust uptime, scalability, and data security, allowing businesses to focus on communication without worrying about technical disruptions or outdated systems.
Can Telviva One integrate with my existing business tools?
Telviva One is an all-in-one communication platform which provides a cloud phone, video collaboration and team messaging which can be consumed on any device.
Is Telviva One offering suitable for small, medium, or large businesses?
Telviva One can be used by businesses of varying sizes – from SMEs with five or more employees to multinationals with thousands of users.
Can Telviva One offering support international calls?
Telviva supports calls to local and international numbers at competitive market rates, and also offers uncapped calling plans.
Telviva Engage
What is Telviva Engage, and how does it improve customer interactions?
Telviva Engage is a multi-channel, real-time communications platform that synchronises channels like web, social media, WhatsApp, voice, and chat into a single, browser-based interface. It enhances customer interactions by enabling customer-facing teams to respond efficiently across preferred channels and improving productivity and satisfaction.
How is Telviva Engage billed?
Telviva Engage forms part of the Telviva One Premium license and does not come at an additional cost. The Telviva One Premium license fee applies per user and includes premium business communication features.
How does Telviva Engage support remote work and accessibility for teams?
Telviva Engage is accessible on any device with a browser and internet connection, making it ideal for remote or hybrid teams. Its user-friendly interface consolidates all communication channels, enabling staff to work from anywhere while maintaining a consistent and immediate customer experience.
Is Telviva Engage scalable?
Being a cloud-based solution, Telviva Engage is highly scalable, meaning it can grow with your business needs, whether you’re a small team or a large enterprise. It’s accessible via a web browser and often has a mobile application, supporting remote or hybrid work models.
Does Telviva Engage facilitate real-time engagements across channels?
Yes, it facilitates real-time engagement across these channels. When a customer starts a chat or initiates a call, the interaction is routed to the appropriate agent or team.
