Tag: Telviva

Three months into 2025, most new year “trends” articles have run their course. It is helpful to know what is coming. Businesses also need to understand where they must evolve to stay relevant. However, one constant remains clear in all this. Communication continues to evolve at an unprecedented pace.

Simplifying customer interactions can lead to happier, more loyal customers. There is more choice than ever before, meaning customers are not forced to endure a customer experience (CX) that is characterised by clutter or unnecessary friction. We’ve all experienced difficult customer experiences. Just recently, I opted to use WhatsApp to engage with a business but was channelled back and forth between channels to ultimately accept that I was number 200-odd in the voice queue.

Public Branch Exchange (PBX) has been synonymous with business communication for decades, representing a kind of mini phone network for a business’s internal and external communication. Traditionally, it has been a big investment and, as we all know, technology ages and needs to be serviced. 

South Africa narrowly escaped a technical recession, according to the latest figures released by Stats SA in early March. Recession or no recession, growth is just not high enough to improve economic conditions and coupled with record interest rates and increasing prices at the fuel pump and grocery store, South Africans are under pressure.

South Africans are navigating a protracted period of high interest rates, food and fuel prices, and low economic growth, which is expected to continue into the foreseeable future. The economic environment makes attracting new customers more difficult, forcing businesses to focus on customer retention and growing wallet share.

Understanding trends in any given field helps businesses understand what conversations are happening in the industry broadly and likely strategic topics for their competitors. In other words, if everyone else is talking about a new technology and how it impacts business operations, why aren’t we?

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.