A thorough customer journey map takes into account the full view of systems, processes and people, says Martie De Beer, CCaaS executive at Telviva.
Timeline
2024
August
- 14.
- 5. Companies are looking to unified communications as a service to meet the customer demand for multichannel engagement, says Rob Lith, chief commercial officer at Telviva.
- 1. The company’s managed contact centre as a service helps businesses manage their customer interactions across multiple communication channels.
May
- 23. Challenges that were resolved included dropped calls, long wait times and no customer context visibility for agents.
April
- 24. Telviva bundles its add-ons, as well as crucial CRM integration, into a single, cost-effective Telviva One Premium subscription.
- 4. It's vital to understand where to automate and build efficiencies and where to allow customers to have human intervention when required, says Martie de Beer, contact centre executive at Telviva.
February
- 8. Telviva has designed a service experience ecosystem for its contact centre customers geared towards delivering a full service to a company that runs a contact centre, says Kelvin Brown, director at AnD Communications.