Impact Series | Telviva Engage: omnichannel customer service

The context of how businesses engage with customers is vital: it reassures clients that they have been heard.
Clara Wicht, Telviva senior product and marketing manager, and Rob Lith, chief commercial officer, join James Erasmus to discuss current developments in the customer service industry in this Impact Series episode.
Long gone are the days of PBXes and Post-it notes. Customers engagement is becoming more unified, and agents are now more empowered to respond with a single view of the customer’s profile and historical engagements in a meaningful and useful way.
Telviva Engage is a locally developed and scalable platform that integrates into existing CRM and other business systems, on premises or in the cloud (or a combination both).
Wicht explains: “It’s an all-in-one platform that aggregates multiple engagement channels into a single view, all while empowering quicker and more informed responses to customer engagements.”
Lith suggests putting the platform to the test by visiting the Telviva Engage and seeing how the company can synchronise multi-channel engagement, including Web, social media, WhatsApp, and fixed and mobile voice and chat.
“We believe that contact centres, customer service centres and customer-facing teams should be empowered to have a single, user-friendly view of all the channels on a browser that they can access anywhere, on any device, for a more authentic, immediate customer experience,” Lith says.
* Impact Series episodes are paid for by the party concerned
28 Oct 2022 English South Africa Technology · Business

Other recent episodes

TCS+ | Generative AI in cybersecurity: Next DLP on what to know

TCS+ | Generative AI in cybersecurity: Next DLP on what to know Executives from data loss prevention specialists Next DLP believe generative artificial intelligence will have both positive and negative impacts on the IT security landscape. In this episode of TCS+, TechCentral’s Duncan McLeod is joined by Next DLP’s chief…
27 Sep 36 min

TCS+ | Online scams in Africa: how cybercriminals trick victims

Nearly half of 800 African survey participants have fallen victim to an online scam at least once, losing thousands of dollars in the process and compromising their personal data. Alarmingly, more than half (53%) of the respondents who fell victim were convinced the offer was legitimate because the website looked…
21 Sep 25 min

TCS | The Levy brothers on the future of Blue Label and Cell C

When JSE-listed Blue Label Telecoms released its annual results two weeks ago, it showed its core business continuing to grow at a respectable pace. Yet investors dumped the share, worried about a lack of disclosure about Cell C’s performance. Now, in an exclusive interview with the TechCentral Show (TCS), the…
12 Sep 1 hr 18 min

TCS+ | Altron’s Caryn Vos on why, in security, encryption is king

Cryptography and encryption are pivotal in modern cybersecurity operations. Altron Systems Integration senior manager for cryptography Caryn Vos tells TechCentral’s TCS+ technology show about key reasons why this is the case. Vos tells TechCentral editor Duncan McLeod about why organisations need to get encryption right if they’re serious about protecting…
12 Sep 32 min

TCS+ | Why more isn’t always better in IT security

It’s easy to keep layering security solutions on top of a company’s IT systems, but this can lead to complexity, high costs and other unnecessary headaches. This is where security control validation can play a big role, according to information security specialists CYBER1 Solutions. In this episode of TechCentral’s TCS+,…
15 Aug 56 min