Telviva's road map: AI, integration and smarter customer journeys - Clara Wicht — The author, Telviva’s Clara Wicht

Telviva, a market leader in cloud-based communications, recently unveiled its six-month product road map, outlining its strategic vision and upcoming innovations, defined not by the introduction of new features but by actively listening to customers, monitoring market trends and focusing on the customer experience in order to solve business problems.

As such, the company’s strategy is focused on three key areas: AI-powered productivity, seamless integration and an enhanced customer journey – all aimed at empowering organisations to have better quality conversations with their customers.

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“Our road map reflects what we hear from our customers and industry trends. We’re not adding AI just for the sake of it; we’re using it to solve real-world problems, like the time wasted on administrative tasks and the frustration of jumping between different apps. We’re building a smarter business communication ecosystem, not just another tool,” said Clara Wicht, head of product and marketing at Telviva.

Seamlessly integrating voice calls, PBX, video conferencing, instant messaging, WhatsApp for Business and business intelligence into a single service, Telviva simplifies collaboration, boosts productivity and enhances customer experiences through its context-driven unified communications as a service (UCaaS) platform, Telviva One.

Over the next six months, Telviva will be rolling out key features designed to make work more efficient and enjoyable:

AI-powered productivity: Telviva One is being improved through the addition of practical AI capabilities, such as built-in transcription, which can summarise action items and actionable insights from meetings, and intelligent virtual receptionists that can be used to handle routine inbound calls, transfers and responses to frequently asked questions.
Seamless integration: Telviva understands that businesses don’t operate in a vacuum, and as such our road map includes deeper integrations with popular CRMs, such as Salesforce, Zendesk and Zoho. This ensures that Telviva One works seamlessly with the tools customers already rely on, creating a truly unified workflow. For customers that have their own legacy or in-house developed CRMs, Telviva’s software development kit (SDK) could be an attractive solution to manage multiple interactions from within their applications.
Enhanced customer journey: We are continually building out our omnichannel capabilities to ensure that customer engagements are seamless and personalised regardless of whether they happen through the phone, WhatsApp or webchat. It is all about giving your business a 360-degree view of the customer, with a single pane of glass from which to interact and engage.

Telviva’s approach stands apart in the market with its philosophy of empowering better-quality conversations, which means that it provides your business with a complete communication ecosystem. Apart from a deep understanding of the South African telecommunications market and its unique requirements, the breadth of experience within the company means that Telviva doesn’t just sell software licences or subscriptions and then walk away, but provides a hands-on, managed service to ensure that customers get the right solution, ongoing support and peace of mind.

“Many businesses are suffering from ‘app fatigue’, having to switch between separate tools for voice, video and chat,” Wicht added. “Telviva One solves this by bringing all channels into one intuitive platform, creating a single pane of glass for a frictionless workflow. When you choose Telviva, you’re not just getting a phone system; you’re getting a strategic communication partner that will help your business cut through complexity, enhance productivity and deliver exceptional customer experiences regardless of the communications channel being used,” she said.

Get a complete cloud-based business conversation tool that integrates multiple communication channels into a single, user-friendly platform, allowing seamless transitions across devices and hybrid environments, such as contact centre agents, Microsoft Teams users and remote workers. Contact Telviva today.

About Telviva
Telviva is a market leader in cloud-based communications and strives to enable better quality conversations for businesses through context-driven unified communications as a service (UCaaS) and contact centre as a service (CCaaS).

Seamlessly integrating voice calls, PBX, video conferencing, instant messaging, contact centre and business intelligence into a single service, Telviva simplifies collaboration, boosts productivity and enhances customer experiences. Delivered as a managed service, the secure solution integrates with CRMs and other cloud tools, providing historical context for informed interactions.