What makes a communications platform great?

SPONSORED | TelvivaSA A good business communications platform is built on three pillars. Read more.

19 October 2021 - 07:00Stability is the foundation of a good communication platform, writes Telviva chief technical officer. Picture: SUPPLIED/TELVIVA

For instance, the omnichannel is designed to make the customer experience as seamless and enjoyable as possible with first-time , positive resolutions being paramount. But what if it doesn’t do what it’s intended to do? When one looks at a unified communication platform, stability issues will often boil down to issues with the database server which affects users’ ability to perform tasks, such as making phone calls. The drivers of instability are poor design, poor selection of hardware, poor selection of software and, to some extent, a poor selection of where the database is being hosted. In other words, you must design for stability. The next fundamental component is functionality.

This provides an exciting opportunity to continually innovate, growing the platform ecosystem. But again, this innovation can only happen on a stable system that has seamless functionality. By way of analogy, Telviva has done this with Telviva One and its tie-in with Enswitch, for example. In our platform, we understand that businesses want the advantages that synchronising voice, video, chat and data brings. This constant evolution will never change.

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