Filipino cloud communications provider Telavi presented its cloud-based PBX solution addressing a business problem that CEO Erwin Co says costs companies significant revenue: unanswered phone calls. According to analytics from organizations using Telavi's platform, around 30% of incoming business calls go unanswered, with the company estimating one retailer receiving nearly 3,000 monthly calls was losing roughly P1 million in potential monthly sales because customers could not reach employees. The COVID-19 pandemic accelerated adoption of cloud-based telephone systems as businesses shifted to remote and hybrid work arrangements, exposing communication gaps that traditional landline infrastructure could not address.
Telavi Analytics Reveal 30% Call Miss Rate Costs Businesses Revenue
Erwin Co stated during a media briefing that analytics from organizations using Telavi's communications platform show around 30% of incoming business calls go unanswered. The figures are based on the company's own customer data rather than an industry-wide study, though Co said the pattern has appeared consistently across businesses using its services.
In one example shared during the briefing, the company estimated that a retailer receiving nearly 3,000 customer calls each month was losing roughly P1 million in potential monthly sales because customers could not reach an employee. Around 85% of people whose calls are unanswered never call again, Co said.
"What you don't know won't hurt you. But actually, it hurts," the chief executive said, recalling how call analytics revealed opportunities businesses never knew they were losing.
One customer, barbershop chain Bruno's Barbers, provided an endorsement through marketing and communications manager Richard Domingo, who said their branches were "too busy to answer calls" and "were losing bookings and receiving negative feedback." Domingo said adopting a service such as Telavi has improved their conversion rates.
Cloud PBX Systems Enable Call Routing Across Devices and Locations
Unlike traditional PBX systems tied to physical office infrastructure, cloud-based platforms allow employees to answer business calls from laptops, smartphones and tablets. Cloud-based systems allow calls to reach employees wherever they are — whether working from home, another branch or on the road. Calls can also be automatically redirected to another available employee if the intended recipient is unavailable.
A PBX is a business telephone system that connects employees' office phones while managing incoming and outgoing calls. Cloud-based PBX and Voice over Internet Protocol (VoIP) systems have existed for years, but adoption accelerated during the COVID-19 pandemic as companies scrambled to support employees working from home.
The UCaaS (Unified Communications as a Service) industry is expected to grow annually by 20% until 2030. Cloud-based platforms integrate messaging, customer relationship management (CRM) software, analytics and artificial intelligence into a single communications platform.
Beyond mobility, cloud communications platforms provide data that traditional phone systems often cannot easily capture, allowing businesses to monitor call volumes, response times and missed calls.
Telavi Serves 10,000+ Users and Introduces AI Customer Engagement Platform
Founded in 2013, Telavi originally installed conventional on-premise PBX systems before pivoting to cloud communications in 2020 as businesses rapidly embraced remote work. The company now says it serves more than 10,000 users across roughly 500 to 600 organizations, ranging from SMEs to banks, hospitals and government agencies.
Co claimed it has seen strong demand from retailers, hospitals, schools, logistics providers, banks and government agencies. Telavi is partnered with PLDT, where their services can be acquired as part of a package for business lines.
Telavi recently introduced an AI-powered customer engagement platform that handles routine customer inquiries through messaging channels before transferring more complicated concerns to employees. Co said the company increasingly sees opportunities among smaller businesses that often lack dedicated communications infrastructure.
FAQ
What problem does Telavi's cloud PBX solution address for Filipino businesses?
Telavi's cloud-based PBX system addresses the problem of unanswered business phone calls, which the company's analytics show affect around 30% of incoming calls. CEO Erwin Co stated that this results in significant revenue losses, with one retailer example showing an estimated P1 million in lost monthly sales from approximately 3,000 monthly calls, as around 85% of people whose calls go unanswered never call again.
How does cloud PBX differ from traditional business telephone systems?
Unlike traditional PBX systems tied to physical office desk phones and copper cable infrastructure, cloud-based platforms allow employees to answer business calls from laptops, smartphones and tablets regardless of location. The systems can automatically redirect calls to available employees and integrate messaging, CRM software, analytics and AI into a single communications platform while providing data on call volumes, response times and missed calls.
What is Telavi's business profile and customer base?
Founded in 2013, Telavi originally installed conventional on-premise PBX systems before pivoting to cloud communications in 2020. The company serves more than 10,000 users across roughly 500 to 600 organizations, including SMEs, banks, hospitals, government agencies, retailers, schools and logistics providers. Telavi is partnered with PLDT and recently introduced an AI-powered customer engagement platform.
