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

Broadcast on:

28 Oct 2022