Editor Greg Stewart Chats to Rob Lith, the co-founder of Telviva Telecommunications regarding the rapid tech developments in the Telecoms sector that is not simply providing voice connectivity but has become an essential tool in business operations.
Technology is driving efficiencies and effectiveness in multiple enterprise divisions including customer service levels and sales and marketing.
Key Quotes From Rob:
“There’s nothing worse than a person eventually calling up (a contact centre) and saying, I emailed you then, I sent you a WhatsApp business message, I had no replies from that, and the person dealing with that interaction has no visibility of those other channels of communication”.
“Some are actually seeing an increase in their voice minutes. The overall traditional voice fixed line and the voice providers, there’s a lot of substitution that has happened over time from an addressable, say 5 million user market of voice being predominantly fixed line. That’s being substituted by the voice providers and the teams calling in that which give you call control”.
“So they’re actually seeing a slight increase in their voice minutes and revenues, whereas the traditional one (fixed Land-line) has certainly had a big decline.”
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