Connect with us

Business

Unified communication and collaboration trends for 2023 (By David Meintjes)

Published

4 years ago

on

Omni channel communication

Omni channel communications, as predicted for the past few years, has seen rapid uptake, with businesses using websites and social media channels alongside email and audio

CAPE TOWN, South Africa, January 16, 2023/APO Group/ — 

By David Meintjes, CEO of Telviva (www.Telviva.co.za)

As businesses continue evolving to meet changing customer behaviour, the uptake and investment in cloud unified communications platforms and tools will continue to soar. Businesses are increasingly realising that they must meet customers at a time and digital channel of their choosing, which leads to increased adoption of fully fledged Omni Channel solutions (https://bit.ly/3IRq9hI). This adoption augments two core strategies in most businesses, firstly in enhancing a customer intimacy strategy and extending the lifetime value of a customer and secondly in operational efficiency which enables greater automation and integration with underlying systems.

Microsoft Teams has bedded down as a de facto internal communications tool and video conferencing as the external leg but are well behind with phone deployments. According to BMI research, only one in 25 South African Teams users make use of the phone system. This is mostly due to a higher cost than alternatives as well as a lower feature set. 

Trends that gained the most momentum in 2022

  • There was an increased reliance and need to invest in cloud security. This trend will not slow down, as high-profile breaches make cloud security one of the most important considerations for all businesses.
  • CRM platforms have evolved into fully fledged ERP solutions, with two of the most obvious examples being Salesforce and Zoho. This means that cloud-native systems such as these are going head-to-head with legacy ERP systems such as SAP and Oracle. The main driver of this is that reliance on legacy becomes a handbrake on organisations in that their time to change is too slow for the ever-evolving environment.
  • Omni channel communications, as predicted for the past few years, has seen rapid uptake, with businesses using websites and social media channels alongside email and audio (https://bit.ly/3WemQUN)
  • What started as remote working during the pandemic has shifted into “work from anywhere”. A Steelcase survey found that 87% of employees around the world prefer to work from home for one day a week. Businesses need to plan with this in mind.
  • While automation has long been touted as the biggest trend, it has seen somewhat lacklustre uptake. This is not through any disinterest or a lack of desire, but has everything to do with the underlying infrastructure and systems it relies on not being ready to support automation fully.

Looking ahead – trends for 2023

  • Voice-activated shopping to change the game

Voice-activated shopping has enjoyed huge global growth. Last year, it was expected that its value would increase from $5-billion to a staggering $19,4-billion by next year. Any business that is planning an ecommerce strategy and overlooking this will clearly be missing out on a massive opportunity. Remember, customers want to engage when and where they choose, and voice-activated shopping means they can search for, and buy, products while on the move or performing another task.

Retailers that have kiosks or showrooms in retail centres may well look at installing voice-activated systems for walk-in customers so they don’t have to wait to be helped by a person, or interact with touchscreens in the aftermath of Covid-19. For the ever-digital savvy shopper, this is an appealing channel.

  • Social buying to reach younger shoppers

This trend has been building momentum and is expected to speed up rapidly in the coming year. This is where shoppers can buy through a brand’s own website or through social platforms themselves. Live stream shopping is an interesting trend that is gaining momentum around the world and businesses should consider spending more time investigating and including social buying in their ecommerce strategies.

  • Demand for asynchronous communication to surge

Demand for Asynchronous communication will continue to increase. If we cast our minds back to when we only had email as a means of text communication with customers, it was acceptable to reply the following day. The text generation has ended this. Today, the first five minutes are crucial. If you fail to respond within those golden five minutes, there is a 90% drop-off of engagement. This need to strike while the iron is hot has opened the window for asynchronous communication systems with the ability to respond almost immediately.

  • Silos to fall faster

As noted for 2022, the move of cloud-native CRM systems into fully-fledged ERP solutions is changing the landscape. This may not be the case for some industries, such as manufacturing, but definitely is the case in businesses relying on customer engagement. The cloud-native solutions will replace traditional legacy ERP systems at an increasing pace.

  • Security security security

As noted for 2022, 2023 is no different in that cloud security will continue to be one of the biggest priorities for businesses (https://bit.ly/3WfX0Qd). Cyber criminals and high-profile breaches will keep all providers on their toes to improve and invest in security solutions. Equally, compliance will continue to attract attention due to the large amount of data being harvested. As it stands, there are clear regulations protecting consumers on some channels but not on others.

The regulation will continue to play catch up.

  • A rush to omni channel to meet changing buying behaviours

Omni channel platforms are going to become more sought after as businesses race to keep up with their ever-evolving customers. Omni channel solutions aren’t just for selling, but are crucial in information gathering in the lead-up to the buying decision. This necessitates the seamless integration of email, chat, voice, social media, and more. 2023 will see increased reliance on integrated systems that can interoperate with other cloud solutions.

  • Increased engagement via website

As this new era of communications comes fully into effect, the future uses of API integrations are becoming more clear. Many businesses are embedding pivotal unified communication features in their websites (https://bit.ly/3XbOV05) and applications. API integrations to unified communications will become more sophisticated throughout 2023 and beyond, and will expand as time progresses.

  • Rise of the machines? Not yet

Both the process and automation layers of robot process automation (RPA) will become more integrated with other technologies as end-users and RPA vendors look to build on the basic capabilities of RPA software. The concept of the digital assistant will continue evolving, whether in the form of virtual assistance or actual physical assistants, as seen in restaurants in Japan and other areas, for example. The key here, as mentioned previously, is that this technology relies heavily on the underlying systems.

Machine learning and AI-powered technology has given chatbots greater power than ever before. Currently, it is estimated that chatbots could handle up to 69% of chats from start to finish, but if businesses want to exploit this then they need to ensure that their underlying operation support systems and business support systems can support machine learning and artificial intelligence capabilities. The poor use/deployment of chatbots remains an obstacle to full scale adoption.

Distributed by APO Group on behalf of Telviva.

Related Topics:
Continue Reading
Advertisement

Business

Emirates to bring the A350 to Nairobi, introducing next-generation cabin experiences

Published

1 hour ago

on

September 25, 2026

By

The introduction of the A350 also marks the first time Emirates’ highly acclaimed Premium Economy cabin will be available to customers flying to and from Kenya, complementing the airline’s enhanced Business and Economy offerings

NAIROBI, Kenya, September 25, 2026/APO Group/ —

  • From 25 October, Nairobi becomes the 32nd destination to be served by the Emirates A350
  • Latest-generation aircraft introduces Emirates’ acclaimed Premium Economy cabin to Kenya for the first time, along with enhanced Business and Economy Class cabins
  • Deployment reinforces Emirates’ continued investment in Kenya and commitment to delivering an exceptional customer experience across its Africa network

 




  

Emirates (www.Emirates.com), the world’s largest international airline, will soon serve Nairobi with its newest aircraft type, the Airbus A350 (https://apo-opa.co/47hy1nv). From 25 October 2026, the A350 will operate on EK717 and EK718, bringing Emirates’ latest-generation cabin experience to customers travelling between Dubai and Nairobi. The Emirates A350 is defined by spacious, bright cabins, enhanced technology, connectivity, and the airline’s signature hospitality across all three cabins.

 

The introduction of the A350 also marks the first time Emirates’ highly acclaimed Premium Economy cabin will be available to customers flying to and from Kenya, complementing the airline’s enhanced Business and Economy offerings.

 

Christophe Leloup, Emirates Country Manager in Kenya said, “The arrival of the A350 in Nairobi marks an exciting new chapter for Emirates in Kenya. We’re delighted to bring our latest aircraft and onboard experience to our customers in market, with more comfort, choice and thoughtful touches in every cabin. Combined with our growing flight schedule, the A350 gives customers travelling on the Dubai-Nairobi route something new to discover, while building on the experience they know and love from Emirates.”

 

 

What passengers can expect from the A350

The newest aircraft type to join Emirates’ all widebody fleet, the A350 accommodates 298 passengers in three spacious cabins – Business, Premium Economy and Economy. The bright and airy cabins have been thoughtfully designed to provide more space and comfort in every cabin, whilst cutting-edge technology and enhanced entertainment options elevate every journey.

 

Making its debut in Kenya, Emirates’ Premium Economy cabin offers elevated comfort, comparable to a Business Class experience on many airlines. The cabin is spacious with leather reclining seats that feature a generous pitch, adjustable headrests and more legroom. Customers can enjoy in-seat charging points, a wood-finished side cocktail table, a 13.3-inch TV screen, a generously sized pillow and blanket, complimentary amenity kits on select flights – including the Dubai-Nairobi route – and a globally exclusive sparkling wine, Chandon Vintage Brut 2017.

We’re delighted to bring our latest aircraft and onboard experience to our customers in market, with more comfort, choice and thoughtful touches in every cabin

 

Business Class is configured in a 1-2-1 layout ensuring every passenger has direct aisle access and a spacious, private environment for both work and relaxation. The fully lie-flat seat is wrapped in soft cream leather and features a personal minibar and wireless charging for comfort and convenience. At the back of the cabin is a snack display area allowing passengers to help themselves to refreshments throughout the flight.

 

Economy Class features an all new, airy colour palette of sky blue, bronze and cream, complemented by lighter-toned wood finishings. Each seat features the airline’s upgraded ice inflight entertainment system on a 13.3inch 4K adjustable touchscreen, while generous seat pitch and leather headrests provide support, comfort and extra legroom.

 

 

Continuing to raise the bar in Kenya

The deployment of the A350 follows a series of enhancements to the Emirates customer proposition in Kenya, including the introduction of the third daily flight between Dubai and Nairobi in July. With 21 flights per week, customers have greater flexibility and connections between Kenya and key markets across Europe and the US, via Dubai.

 

Nairobi is also home to Africa’s first Emirates World (https://apo-opa.co/4yeI34C) store, which opened in 2024, offering customers a more immersive way to discover Emirates’ products, while offering more convenience and personalised service.

 

Earlier this year, Emirates introduced further flexibility for customers in Kenya through a partnership with Cellulant, launching a split-payment solution (https://apo-opa.co/4xLYG6R) that allows travellers to combine multiple payment methods across 24-hour instalments when purchasing airfares.

Tickets can be booked now on Emirates.com, the Emirates App, or via both online and offline travel agents as well as Emirates World Store (https://apo-opa.co/46Kglkc) in Nairobi. Emirates continues to offer flexible booking policies for added peace of mind while travelling. Every ticket booked after 10th August 2026 comes with free unlimited dates changes to Dubai and one complimentary date change to anywhere else in the world, in addition to significantly reduced refund fees across all cabins and fare types, allowing passengers to adjust their travel plans with minimal penalties.

Distributed by APO Group on behalf of The Emirates Group.

 




 

Continue Reading

Events

Optics Valley Launches Corporate International Communication Alliance to Empower Tech Companies’ High-Quality Global Expansion

Published

4 hours ago

on

September 25, 2026

By

WUHAN, CHINA – Media OutReach Newswire – 17 September 2026 – On September 13, the inauguration ceremony of the Optics Valley International Communication Alliance was held. Representatives of 13 founding member companies — including FiberHome, China Construction Third Engineering Bureau, HGTECH, YHKT Entertainment, Huakang Clean and Shenglong Electric — and of more than 100 other Optics Valley enterprises attended the event.

 




 
 

The ceremony was held under the theme “Chasing the Light, Connecting the World.” In recent years, Optics Valley’s innovations have been reaching the world at an accelerating pace. The overseas social media matrix of “Optics Valley of China” has continued to attract attention, and “made in Optics Valley” products such as the Optics Valley Photon sky rail and driverless minibuses have been repeatedly applauded by spokespersons of China’s Ministry of Foreign Affairs, becoming a “calling card for China” in the eyes of overseas netizens. To help companies move from “product export” to “brand export,” Optics Valley has worked with the News & Information Service Center of Xinhua News Agency and other partners to establish the Optics Valley International Communication Alliance, opening international communication resources to Optics Valley companies and providing them with one-stop services such as overseas public opinion response and multilingual content production, so as to serve as a “navigator” for companies going global. As the national news agency of China, Xinhua News Agency has 184 overseas branches and has established cooperative links with more than 2,000 media outlets around the world.

Speaking as a representative of the founding members, Li Lei, vice president of FiberHome, said that FiberHome’s business now covers more than 100 countries and regions, with wholly owned subsidiaries in 36 countries and three overseas optical cable plants in Ecuador, Thailand and Hungary; at its Philippine subsidiary, locally hired employees account for more than 95 percent of the workforce. “We will stay committed to high-quality global expansion and to deepening localized operations, and, with the platform of the Optics Valley International Communication Alliance, we will not only export China’s advanced communication technologies and solutions, but also serve as a bridge for industrial cooperation and people-to-people connectivity between China and the rest of the world,” he said.

Huakang Clean, also a founding member, is a leading enterprise in China’s cleanroom industry. It has made going global a core strategy for the 15th Five-Year Plan period, completed its market layout in Southeast Asia, Central Asia, the Middle East, South America and Africa, and exported mature cleanroom technology solutions. It looks forward to deepening cross-border collaboration and strengthening brand building through the alliance platform.

At the ceremony, a think tank report was released — “Going Global, Competing Worldwide: How ‘Optics Valley of China’ Polishes Its International Calling Card in Service of Building a Strong Nation in Science and Technology — Practices and Insights,” written by Reference News Press · Reference Think Tank. According to the report, leading enterprises represented by the “Seven Stars of Optics Valley” have seen average annual growth in overseas revenue of more than 30 percent. The report sums up Optics Valley’s global communication path as “one strategic direction and ten keywords”: Optics Valley takes serving the building of a strong nation in science and technology as its strategic direction, and adheres to central-local coordination, AI empowerment, going global as a team, and tailored measures for different markets.

The report states that Optics Valley has witnessed and written the confidence and determination of a brand of a strong nation in science and technology going global, and that when the light of “Optics Valley of China” illuminates the global industrial landscape, it conveys the narrative of the times in which China takes part in global competition through technological self-reliance and self-strengthening and shares its opportunities with the world. The report suggests that, for Optics Valley to keep polishing its international calling card in service of building a strong nation in science and technology, three things need to be fully considered: first, elevating the Optics Valley story from “corporate behavior” to a “national narrative”; second, making full use of AI, a global knowledge-service infrastructure, to carry out global communication; and third, moving from “communication empowering industry” to “communication as an industrial capability.”

A training session on overseas communication capacity building was held alongside the inauguration ceremony, with David Wei, founder of Vision Knight Capital, and Cao Yang, deputy director of the International Communication Department of the News & Information Service Center of Xinhua News Agency, invited to give lectures.
 




 

Continue Reading

Business

Carbon, water and grid investment move to the centre of Africa’s business resilience agenda

Published

5 hours ago

on

September 25, 2026

By

A new series of VUKA Group webinars will bring industry experts together to examine these challenges and the practical decisions organisations need to make

JOHANNESBURG, South Africa, September 24, 2026/APO Group/ –Commercial and industrial businesses, utilities and investors across Africa are being forced to confront three increasingly connected challenges: credible decarbonisation, water security and the infrastructure required to support reliable power systems.

A new series of VUKA Group webinars will bring industry experts together to examine these challenges and the practical decisions organisations need to make.

 




 
Commercial and industrial compliance in the spotlight

On 29 September 2026 at 13:00 SAST, Carbon, compliance and credible energy claims: What C&I customers must get right will explore how commercial and industrial energy users can align renewable energy procurement with carbon accounting standards and evolving reporting obligations.

The discussion will examine the evidence required to substantiate renewable electricity claims, the role of Renewable Energy Certificates in Scope 2 reporting, the implications of mechanisms such as the EU Carbon Border Adjustment Mechanism and how organisations can reduce greenwashing risk while strengthening emissions reporting.

Speakers include Sanelisiwe Mdlalose, Hulamin; Hendrick Raedani, City of Ekurhuleni; and Duane Newman, EY.

Register for the carbon compliance webinar: https://apo-opa.co/4AtqRKf

These issues will continue at the C&I Energy + Storage Summit Johannesburg, 28–29 October 2026 at The Maslow Hotel, Sandton, where energy procurement, carbon taxes, renewable integration, storage, market reform and industrial resilience form part of the programme.

Find out more about the Summit: https://apo-opa.co/4xMkZsR

Strategy for African water resilience

Water resilience takes centre stage on 30 September 2026 at 14:00 SAST with From water risk to water resilience: How South Africa’s water-intensive industries are securing their future.

The webinar will examine how businesses are responding to ageing infrastructure, supply uncertainty, rising costs and sustainability pressures by improving efficiency, diversifying water sources and investing in reuse, recycling and smarter water management.

The webinar line-up includes Benoit Le Roy, South African Water Chamber NPC; Nsuku Chankira, Thungela; Molatelo Motau, Heineken Beverages; Marilyn Maduka, Credew Limited; and Philindile Mahlangu from Magalies Water as moderator.

Register for the water resilience webinar: https://apo-opa.co/4z0aJyx

The conversation continues at Water Security Africa Johannesburg, co-located with the C&I Energy + Storage Summit, where industrial water independence, infrastructure finance, digital water systems, reuse and business continuity will be explored across two days.

Read more here: https://apo-opa.co/4yfjlBj

Towards Africa’s scalable energy transition

Looking to the infrastructure enabling Africa’s energy transition, Scaling transmission infrastructure: Innovative financing models for emerging markets takes place on 14 October 2026 at 14:00 SAST, moderated by Tshegofatso Neeuwfan, Global Energy Alliance.

Using the Mozambique Temane Transmission Project and insights from Belgian transmission system operator Elia, the webinar will explore bankable project structures, risk allocation and investor engagement that can help move major transmission projects from planning to delivery.

Register for the transmission infrastructure webinar: https://apo-opa.co/4ycMnkS

Transmission investment, project delivery and financing will remain central to Enlit Africa, 11–13 May 2027 at the CTICC in Cape Town, bringing Africa’s power, energy and water sectors together around supply security, investment and infrastructure development.

Join the Enlit Africa 2027 programme waiting list: www.Enlit-Africa.com

Distributed by APO Group on behalf of VUKA Group.

 




 

Continue Reading

Trending

Exit mobile version