Thought leadership

WhatsApp and Your Customers

Posted on 10 April 202510 April 2025 by Natalie van der Merwe

A Powerful Channel for Contact Centres

We all know that mobile phones were originally invented to enable Voice calls that could be made and received on the go, and not just through a fixed land line. And so it’s ironic that we’re seeing an increasing trend in recent years for consumers to use their smart phones for text-based communication more than for Voice calls. This pattern brings ramifications for businesses as well as individuals.

The ‘texting versus calling’ trend is highly visible in private conversations as well as in the communication preferences that people have with businesses, including contact centres.

WhatsApp has become one of the world’s most popular and widely used text-based apps, and its features and popularity bring significant benefits to contact centres also – so much so that WhatsApp has, in fact, become one of the most powerful channels for contact centre usage today. Let’s unpack this further, starting with insights on why texting itself can be so useful.

Don’t Call Me (Send Me a Text)

Texting provides a quick and efficient way to communicate. There’s no need for pleasantries or small talk (especially if you’re not in the mood!) – you can simply get straight to the point. In a world where time is a precious commodity, many people see this as an advantage, especially when they’re busy or under stress.

Some of the advantages of texting include the following:

Great for multi-tasking: Texting allows people to communicate during brief free moments, including in the ‘asynchronous’ timing of messages (where both the sender and the recipient of the message don’t have to be in ‘chat mode’ at exactly the same time). For example, you can send a text message just before setting off on a trip to work and then read the response when you’ve arrived at the office, or you could send a text while waiting for your computer to finish a series of planned updates. The important thing is that you can text at a time that works for you.
Texting is easy: Even members of an older generation understand how to text on their smartphones, and it’s easier than a Voice call for anyone who is hearing impaired. For those who are introverts, or living in a country where the primary business language isn’t their first language, texting can be easier than trying to speak on the phone.
Efficiency of use: Texting allows us to get straight to the point – we ask a direct question, get a straightforward answer, and carry on with our schedule.
Written record: In addition, text messages remain with you and can be referred back to for further information or confirmation, if required.
Unintrusive communications: You don’t need to interrupt whatever you’re doing to immediately read or answer a message – you can do it at your convenience (at least most of the time). A phone call, on the other hand, requires real-time (‘synchronous’) communication at a time when it may not suit both parties to make or receive a call.
Synched to your computer: As an additional advantage, WhatsApp’s useful functionality also allows you to synch your smartphone to your laptop or desktop computer, so you can have the additional convenience of sending text messages via a device with a bigger keyboard, which for some people is more convenient.

So much for the advantages of being able to text your messages. Among the many communication channels available, WhatsApp has emerged as a gamechanger.

WhatsApp: Powering Ahead in Popularity and Availability

With over 2 billion active users globally, WhatsApp has become an incredibly popular and important platform within the digital communications landscape. Originally designed as a simple messaging app, it’s now a critical tool for contact centres, providing superb accessibility and efficiency, and enhancing customer engagement.

WhatsApp’s usage in contact centres has been a logical business extension because it’s versatile, widely available as well as extensively used, and able to deliver seamless, personalised experiences at scale.

Here are some thought-provoking statistics:

96% of South Africans use WhatsApp.
Globally, 68% of users check WhatsApp daily, indicating high engagement.
Over 175 million people message a WhatsApp Business account every day.

For contact centres, this means a ready-made audience that prefers the platform for its convenience and immediacy.

Benefits for Contact Centres

Using WhatsApp can benefit contact centres in several different ways, including accessibility, real-time conversations, a variety of media formats and cost-efficiency.

Accessibility: WhatsApp’s widespread usage ensures that businesses can reach customers almost anywhere. Unlike voice or email, which require specific setups, WhatsApp operates on a platform most customers already use on a daily basis.
Real-time conversations: The platform supports fast and efficient interactions for resolving customer queries, sending notifications and collecting feedback.
Rich media capabilities: WhatsApp supports a variety of media formats, including text, images, videos, documents and voice notes. This versatility allows businesses to share detailed information, demonstrate solutions visually, and provide instructions.
Cost efficiency: Compared to Voice or SMS channels, WhatsApp offers a more affordable solution for high-volume interactions. Businesses can save costs while maintaining high levels of service.
Track chat history: WhatsApp keeps track of all customer interactions, providing a complete view of the user journey. This ensures continuity and context, allowing for multiple agents to seamlessly assist customers.
Single place of interaction: Integrating WhatsApp into the contact centre software allows agents to manage all customer communications from one platform, streamlining workflows and improving response times.
Automation: WhatsApp can be integrated with chatbots to handle common queries, freeing up human agents to handle more complex issues.

Smartz Solutions: Integrating WhatsApp into Your Customer Journey

The Ultimate Guide to understanding WhatsApp Business | Vox | WhatsApp and Your Customers — Image courtesy of Smarz Solutions

Vox has proudly partnered with Smartz Solutions, which has been at the forefront of enabling businesses to embrace WhatsApp as part of its omnichannel communication strategy.

By seamlessly integrating WhatsApp with other channels like Voice, email and web chat, SmartzSolutions empowers contact centres to offer customers increased flexibility, helping businesses in the following ways:

Rapid Deployment: The company has a proven track record of being able to deploy a WhatsApp bot in under 24 hours, handling unprecedented interaction volumes effortlessly.
Seamless Integration: SmartzSolutions ensures that WhatsApp is part of a cohesive omnichannel strategy so that every interaction, regardless of channel, contributes to a unified customer experience.
Sentiment Analysis and Personalisation: By integrating sentiment analysis, the company helps businesses to tailor their WhatsApp interactions, ensuring they resonate with a customer’s unique needs and emotions.

Voice and WhatsApp: Coexisting for the Ultimate Solution

It’s important to remember that, while WhatsApp is revolutionising customer communication, Voice will always have a critical place in the contact centre. In particular, we find that urgent, complex or emotionally charged issues often require a human touch, and Voice channels remain the most effective way to provide that – there’s nothing like speaking voice to voice to a sympathetic person over the phone when someone has an issue or challenge.

The future for contact centres lies in balancing these channels, allowing customers to choose the method that best suits their needs at a particular time. WhatsApp can handle routine queries and initial touchpoints, while Voice agents step in for more complex interactions. Together, they form a complementary strategy that maximises efficiency and satisfaction.

Leading Her Team with Strength and Motivation

Posted on 10 April 202518 February 2026 by Suhail Dinat

Meet our Experts: Spotlight on Trisha Francey

At Vox, we value, support and actively engage people with the levels of expertise that we require to keep us moving forward as a company. In this edition of ‘Meet our Experts’, we find out more about Trisha Francey, who heads up the Vox Marketing Department. Trisha is renowned for her holistic marketing skills while combining this with a perpetually edgy and fun-filled energy within the department.

There’s something magical about successful women in the workplace.

Perhaps it’s because it’s an honour to be living in a time where boundaries are broken and glass ceiling shattered daily. Perhaps it’s a deep rooted, intrinsic desire to see them succeed. Perhaps because, deep down, we understand the years of sacrifices and unrecognised dedication from mothers, wives, and women alike and are finally happy to see them thrive. Perhaps it’s all the above.

Whatever the case, nothing warms our hearts more than seeing a strong, determined woman climb the corporate ladder and thrive. Which is why today’s People of Vox feature is about one such Wonder Woman – a mother of three, a fearless leader, and the head of our Vox Marketing Department, Trisha Francey.

Hers is a story of grit, determination, and motivation – a living indication that it’s possible to self-drive your way to success. Trisha’s journey in Vox began 9 years ago nowhere near the marketing department. In fact, she began as a Sales Agent with just four years of formal marketing training and experience. Already balancing a husband and child, she was chasing commissions and cold calling to the death.

Life, as it tends to do, had other plans, and within a short period of time she found herself applying her natural organisational talents and keen eye for detail within the Marketing Department as a Media Buyer. This is where most people would stay in their box and vegetate, but Trisha being Trisha, she decided to level up her game and make the role her own. As the months passed, she began learning, adapting, and upskilling – getting to grips with other core elements of the department, understanding the fundamentals of the game, and increasing her responsibility within the team.

It was only a matter of time before her input was highly respected amongst her peers, and Trisha went from Media Buyer to Studio Lead. Therein, she was responsible for the daily output of her colleagues as well as providing creative feedback, conflict management, strategic direction and ultimately driving the success of some of our best initial campaigns.

Unofficially, she was recognised behind closed doors as the departmental 2IC, but within the team we already knew that she was our go-to person and the calm within our (admittedly chaotic) department.

Marketing looks fun, but it’s a lot of pressure, moving parts, and rapidly shifting deadlines. Anyone who’s ever worked with a creative team understands the volatile nature of multiple unconventional personality types – but Trisha was the glue that held us together.

After years of silently working her way through the ranks and earning the respect of her peers, an opportunity presented itself as our then Marketing Head resigned – leaving a vacant position to be filled. Whilst a replacement was sourced, three guesses who stepped up (again) to take the lead? It was then literally a departmental celebration when her role was officially confirmed, and the woman who arrived as just another Sales Agent was now the Head of Vox Marketing.

Did we mention that during this time, she got married and had two more kids?

Now, let’s hear from the woman herself:

“My heart and my motivation belong to my husband and my girls. I want my daughters to see the leader I am in all that I do, both professionally and casually. I want them to grow up with fierce spirits and the belief that they can be strong, independent women, just like their mom.

“What I want to achieve with this business and my role is to create a team where each member believes wholeheartedly in themselves and in the mission of our company. Having experienced the growth that I have and built a solid foundation myself; I want to share that vision and inspire the team to recognise their own worth and the value of their time and effort. I see them not as number, but rather as individuals, each with their own story, and I appreciate their contributions.”

Trisha blends an internal fortitude (which comes out when toughness is required) with an almost innate ability to understand the unique personalities and needs of each individual in her department. Her biggest strength is playing to our strengths, juggling our unique personality types with an ever-shifting work environment yet making sure deadlines are met and quality maintained.

Have a personal problem? She has your back. Have an opinion? Anyone can share it. Multiple people within her team have grown, received promotions, and similarly upskilled themselves within a short frame of time – growth and development which wouldn’t be possible without good management and ample support. Her biggest mentor? Our CEO, Jacques Du Toit, from who she has learned through example how to be firm, fair, and still stay sane at the end of the day.

Highlights under her leadership include the launch of Vox Weather, the implementation of our new Vox CI, the successful launch and growth of multiple sister companies (such as HYPA), and the transformation of our Social Media department from one person uploading Facebook posts to an entire department of skilled specialists creating cool content daily.

Social media | Vox | Leading Her Team with Strength and Motivation — An entire team is responsible for this awesome Vox social media post…

There’s something magical about successful women in the workplace.

There’s something even more magical about watching a story of grit and excellence come to a climax. Trisha is testament to grabbing the brass ring and running with it. To using initiative, upskilling, putting in the hours and stepping out of your comfort zone to earn – not demand – respect and make a position yours. Through the years, she has worked her way to the top, and we’re currently in her title reign (we’re here for it though!).

Download Speeds Don’t Match Your Internet Plan…?

Posted on 3 April 202527 November 2025 by Keith Laaks

If you’ve upgraded your Fibre plan and noticed download speeds aren’t always hitting full capacity, you’re not alone. The number on your bill is the connection’s theoretical top limit. What you actually see when downloading files or running a speed test is throughput: the real‑world speed after congestion, equipment limits and routing are taken into account. Let’s unpack the difference between capacity and throughput, the most common causes of slow download speeds, and practical steps you can take to get better performance from your Vox connection.

Download Speeds: Capacity versus throughput

Think of your Internet plan as a highway speed limit. Capacity is the legal limit printed on the sign — the maximum the road is designed to allow. Throughput is the speed you actually travel at, which depends on traffic, your vehicle and road conditions.

Capacity (the speed limit)

Capacity is the theoretical maximum data rate (measured in Mbps or Gbps) your service can support under ideal conditions.

Throughput (your achieved speed)

Throughput is the actual transfer rate you experience. It’s usually lower than capacity because of congestion, protocol overhead, packet loss and other real‑world effects.

The main reasons your download speeds can be lower than your plan

1. Your plan is capacity, not a guaranteed sustained throughput

ISPs advertise the maximum capacity of the access link. That number represents the upper limit under ideal conditions, not a guaranteed sustained rate at every moment.

2. Network contention (shared bandwidth)

ISPs and Fibre operators design networks using contention ratios so they can offer high speeds at affordable prices. For example, ten customers with 1Gbps packages might share a single 1Gbps pipe (a 10:1 contention ratio). Off‑peak you’ll usually see near‑plan speeds; peak times (evenings) can reduce download speeds if many users are active simultaneously.

3. Your device and home equipment

Older laptops, phones or network cards might not support the latest standards needed for gigabit‑class speeds. Likewise, older routers or poor cabling can bottleneck a fast line.

4. Wi‑Fi vs wired connections

Wi‑Fi adds overhead and is subject to interference, distance and signal loss. For consistent maximum throughput, a wired Ethernet connection is best. Modern Wi‑Fi (Wi‑Fi 5/6/6E) can approach wired speeds, but this depends on both the router and your hardware.

5. The server or service you’re downloading from

The website, cloud service or CDN you’re downloading from may limit upload speed on their end. If their server can’t send data faster, your download speeds won’t reach your line’s capacity no matter how fast your subscription is.

6. Protocol and transmission overheads

TCP/IP and other protocols introduce overhead and controls (retransmissions, congestion control) that reduce net throughput. On very high‑speed links, these effects become more visible.

7. Network path and third‑party routing

Your ISP only controls a part of the route your data takes. Congestion or limits on intermediate networks or peering points can reduce throughput.

8. Speed test variables

Different speed tests use different test servers and routes. For consistent results, test from the same device, using the same server, and at different times of day.

Contention ratios — what they mean for you

Contention is how providers share capacity to keep costs reasonable. The typical trade‑offs are:

Benefit: Lower monthly prices while maintaining good real‑world performance for most users.
Peak behaviour: If many customers in your shared group use heavy bandwidth at once, the shared pipe is divided among active users.
Reality: Most usage (streaming, browsing, video calls) is burst-y, not constant, so contention works well for everyday needs.

How to maximise your download speeds

Use a wired Ethernet connection for speed‑sensitive tasks and for testing.
Reboot your router and device occasionally to clear temporary issues.
Upgrade ageing equipment: choose a router and network card that match your plan (gigabit Ethernet, Wi‑Fi 5/6/6E where appropriate).
Reduce background apps, automatic updates and cloud backups while testing or downloading.
Run speed tests at different times to identify peak‑time contention. Use reputable test servers near your location.
Try downloading from another server to rule out a slow source.
If you’ve tried the above and still see persistent issues, Contact Vox Support for diagnostic help.

Quick checklist before you call Support

Did you test on a wired device?
Is your router and device recent enough for your package?
Have you tested at different times of day?
Are background applications or devices using bandwidth?
Have you tried another download source to compare?

Frequently Asked Questions

Why does my speed test show lower than my plan?
Speed tests measure throughput at a moment in time. Contention, Wi‑Fi, device limits and the test server’s capacity can all reduce the result compared to a plan’s theoretical maximum.

Will I always get my full plan speed?
No. The advertised speed is the maximum capacity. Actual speeds vary with network congestion, equipment and routing.

Is wired always faster than Wi‑Fi?
Wired Ethernet is generally more consistent because it avoids wireless interference and overhead. The best Wi‑Fi gear can approach wired speeds, but results depend on hardware and environment.

Can Vox change contention on my line?
Contention is part of network design across ISPs and wholesale providers. Vox continually monitors and upgrades capacity; if you experience persistent slow speeds, contact Vox Support for diagnosis and options.

Understanding capacity versus throughput helps set realistic expectations and shows where you can improve performance. Want help or a faster plan? Compare our Fibre plans, check your speed, or contact us for guidance.

Looking After Your Contact Centre’s Rands and Sense

Posted on 26 March 202531 March 2025 by Natalie van der Merwe

The Economic Benefits of a Locally Based Solution

Operational efficiency and customer satisfaction are critically important for contact centres. However, looking to global providers for the required cutting-edge technology generally comes with a globally sourced price tag, which can be costly in Rand terms. Add in the infamous volatility of the Rand and you’re looking at a financial headache, at best, and cost-cutting exercises at worst, just to stay with internationally based technology. The solution lies closer to home.

The primary purpose of a contact centre is to offer customers efficient and effective technical support, customer service and sales assistance. But at what cost does this happen – and can your business survive currency upheaval, which has a very real impact on the local economy across the spectrum?

The volatility of the Rand is a significant hazard for South African companies, because it’s seen as a proxy for emerging market investment. This makes the local currency highly exposed to external shocks and global events, and thus very unpredictable.

In turn, this has negative effects on potential investment and local business operations. It therefore makes sense to go with a locally sourced provider that operates cost-effectively yet still according to global standards of expertise.

This is where the partnership between Vox and Smartz Solutions is a game changer for the South African contact centre market. Both companies, with deep and proudly South African roots, bring together local expertise, innovation and a profound understanding of the market, to deliver exceptional products and services.

World-class Technology, Stable Costing

Many global providers price their solutions in US dollars or euros, exposing businesses to exchange rate fluctuations. A sudden depreciation of local currency can double or triple the cost of maintaining these platforms, wreaking havoc on budgets. As a case in point: the Rand has once again been volatile over the last year,[1] ranging from R19.23 against the US Dollar in April 2024 to R17.10 in September 2024.

For contact centres operating in dollar- or Euro-based terms, costs can quickly become very onerous – and yet the issue of a quality service offering is not negotiable.

In answer, Vox has partnered with Smartz Solutions to offer advanced, cloud-based contact centre solutions that are geared to deliver exceptional customer experiences and thereby support businesses.

In addition, Smartz Solutions provides a local offering that is innovative, cost-effective and tailored to meet regional needs while solving global problems. This means that Smartz Solutions is levelling the playing field by offering world-class technology at a fraction of the cost.

‘Smart’ Benefits for Local Contact Centres

Smartz Solutions offers world-class platforms that are priced and designed for local realities. It’s able to deliver the following economic and strategic advantages:

Cost efficiency without compromise: By pricing its solutions, professional services and support in Rands, Smartz Solutions ensures cost predictability by eliminating exchange rate risks. This assists organisations with their planning and allows them to allocate resources effectively, without sacrificing functionality or quality.
Faster support and customisation: Being locally based means quicker response times and lower costs for support and customisation. Smartz Solutions is quick and responsive, ensuring seamless operations.
Agility and Innovation: Free from the bureaucratic constraints of larger organisations, local companies can move quickly and innovate at a pace that global competitors often struggle to match.
Deep Understanding of Local Needs: Local companies often have an intimate understanding of the specific challenges and opportunities within their markets, enabling them to design bespoke solutions. They also understand cultural and contextual nuances, which allows them to foster stronger connections with their customers.

By choosing local providers like Vox in partnership with Smartz Solutions, businesses can navigate global challenges with confidence, ensuring they remain customer focused as well as competitive and agile. As an additional value-add, choosing to support local companies contributes to the growth of South Africa’s tech ecosystem – another win.

Smartz Solutions understands the importance of localised, cost-effective solutions and pricing. So why pay Dollars, Euros or Pounds for your contact centre technology, when your Rands will go further for the same quality and functionality? Local solutions are economically viable and also strategically advantageous for businesses that need to stay in contact with their customers.

With Vox and Smartz Solutions, you get continued customer service excellence that simultaneously helps you to look after your Rands and cents.

Which is only common sense, right?

[1] https://businesstech.co.za/news/finance/816948/how-much-the-rand-should-be-worth/

5-Star Experience vs 1-Star Google Review: Your Guests Want Great Wi-Fi

Posted on 17 March 202518 March 2025 by Craig Blignaut

How the Travel Industry Needs to Get Connected

From the moment that plane commuters reach their destination, travellers around the world can immediately hear the surround-sound beeping noises as passengers, now safely arrived, turn on their phones to once again become fully connected. We find a similar story when travellers arrive at their guesthouse or hotel: according to a travel industry survey, one-third of guests ask for the Wi-Fi password as they register at the front desk, and two-thirds are online within seven minutes of checking in.

It just proves once again that in today’s connected world, being able to access information and communication services is increasingly important. Just because someone is away from home doesn’t mean they don’t need to stay connected, even when on holiday (unless they’re making the deliberate choice to go off-line).

As for business travellers, a seamless Internet experience is necessary to communicate with clients and colleagues, access work documents and take part in meetings. Providing quick and efficient Wi-Fi services allows both leisure and business guests to enjoy their stay without undue stress.

Let’s look at how the Wi-Fi experience in a guesthouse or hotel can shape either a five-star guest experience or earn your establishment an unwanted one-star Google review.

Wi-Fi For Guests: A Fundamental Hospitality Amenity

People who travel want to update others on their safe whereabouts, and being unable to receive communication, or send outbound messages, can cause anxiety. By providing reliable, fast Wi-Fi services from the moment of registration, hotel guests can start to relax and enjoy their stay sooner.

Access to excellent Wi-Fi increasingly ranks as a necessity for today’s traveller when choosing a hotel – right up there with comfort, cleanliness, and excellent food and beverage offerings. With mobile devices, laptops and remote work now prevalent, complimentary access to Wi-Fi has become a key requirement for both business travellers and holiday makers.

A speed of 10 to 20Mbps per guest is recommended as being a decent Wi-Fi offering that should comfortably allow your guests to stream in full HD – you wouldn’t receive complaints if your customers had access to these speeds.

Excellent Wi-Fi adds to the guest experience, while the opposite also holds true: unhappiness with the Wi-Fi can make people more easily inclined to find fault in other, unrelated areas. From a purely commonsense perspective, this seems counter-intuitive, and a negation of the cost and effort that’s been spent on the marketing initiatives to entice the traveller to your establishment in the first place.

Factors to Consider for your Guests’ Wi-Fi

While most hotels and guesthouses today offer complimentary Wi-Fi service to guests, it might not be equivalent to what people are used to having in their own homes, which can cause frustration.

Considerations when choosing a guest Wi-Fi solution include the following:

Cost: The pricing structure will be based on the coverage area, usage and the number of users.
Technical support: Reliable customer support is critical.
Compliance requirements: The network must meet relevant data privacy and security regulations.

Elevating the Wi-Fi Experience

Vox provides managed Wi-Fi services for businesses. This enables remote software and firmware updates, as well as remote troubleshooting and fault remediation using cloud-based administrative tools. This all works to enhance ongoing connectivity.

Vox offers audits on existing Wi-Fi, because we know that not every business is looking for a new-build Wi-Fi, and we may be able to upgrade existing assets or infrastructure. To provide a superior internet experience for guests, hotels and guesthouses should ensure that they:

Invest in high-speed Internet infrastructure (the foundation of your Wi-Fi experience) to support faster bandwidth and improve overall performance.

Implement a reliable Wi-Fi network that covers all areas of the premises, including common areas and guest rooms.
Optimise the Wi-Fi signal strength with strategic placement of Wi-Fi access points or meshdevices, to ensure a strong and consistent connection throughout the premises.
Implement robust security measures such as strong encryption and password protocols.

With Vox, our aim is to enhance your guests’ Wi-Fi experience. We can provide a neatly pre-packaged Wi-Fi mesh unit solution to ensure that all areas of the guesthouse are serviced. These mesh units are also easily managed by a user-friendly app, which further enhances the functionality. If more advanced cabling solutions are required, perhaps for a larger premises, our technicians and engineers can set up the solution.

Happy Guests, Positive Business Outcomes

Noting that ‘The Customer is King’ is especially critical in the travel industry – guests want to feel valued as they step over the threshold, and excellent Wi-Fi is a key aspect of attracting quality guests and then retaining them for future return visits.

Investing in fast and dependable Wi-Fi access gives you a competitive edge in terms of increased guest satisfaction and corresponding loyalty. It’s also important to gather feedback from your guests to stay on top of any Internet connectivity issues that might have occurred, to keep your standards consistently high.

Another consideration is for South African hoteliers to aim their marketing at the local target market. The rise of domestic travel since the aftermath of the Covid-19 pandemic presents an alternative option in addition to targeting overseas guests. Arguably, domestic tourists might also be more easily able to plan a repeat visit if they’re content with their overall experience.

With everything that South Africa has to offer tourists, both local and international, wouldn’t it be a pity for guests to be unhappy with your Wi-Fi offering, when it’s a relatively simple amenity to offer – to excellent standards – thanks to experts like Vox?

Talk to us at Vox if you have any questions or concerns about setting up a great guesthouse Wi-Fi experience. We’d love to hear from you – contact us via help@voxtelecom.co.za or call 087 805 0530.

Treat your Customers Like Royalty with Vox and Smartz Solutions

Posted on 12 March 202512 March 2025 by Natalie van der Merwe

A partnership designed to revolutionise customer engagement in SA

Poor customer service can have a serious impact on the overall health of your business. In the short term, it can affect sales, and over the longer term, it can lose your business some of its existing clients, as well as harming your reputation and your brand overall. When your employees don’t universally treat your customers like royalty, cracks in your brand loyalty will quickly begin to show.

There’s a little mantra right there: ‘Treat like royalty to ensure brand loyalty.’

For larger organisations, your contact centre is a critical part of offering excellent customer service, being a central point from which your company can manage all customer interactions across various channels. Its primary purpose is to offer customers efficient and effective technical support, customer service and sales assistance.

In this article, we look at how Vox has partnered with Smartz Solutions to offer advanced, cloud-based contact centre solutions that cater to the dynamic needs of the modern market.

From Call Centre to Contact Centre

You could think of a contact centre as being an upgrade of the original call centre, which traditionally relied on phone lines for both inbound and outbound calls. Today, contact centre technology – which encompasses the software and hardware used in contact centres for digital customer service and support – extends beyond phone systems, although the use of phone systems still has an important role to play.

The customer contact digital channels that are used by contact centre technology include email communications, text messages, web-based live chats, and social media interactions including WhatsApp and video chats.

Integration of the contact centre software with applications such as customer relationship management (CRM) software and workforce optimisation software (WFO) adds deeper understanding and analytics to the contact centre’s operations.

These integrated tools enhance efficiency, improve customer service and allow for better data analysis. With the increasing demand from customers for organisations to be consistently available on various channels, and not only over the phone, contact centres are embracing multichannel (or omnichannel) approaches to enable them to refine their customer service, increase efficiency and improve insights into customers’ behaviours and needs, in a holistic virtuous circle to create better customer experiences overall.

Adding to this virtuous circle is the importance of retaining top talent in your contact centre. High attrition rates cost businesses, both in recruitment and training expenses, as well as the quality and consistency of their customer service. By empowering the agent with the right tools, organisations can build contact centres where agents thrive and want to work, which is essential for building long-term customer relationships and trust.

Vox and Smartz Solutions: Ensuring that the Customer is King

Contact centre technology shapes a customer’s journey by supporting interactions across channels. It ensures that interactions reach agents, and facilitates seamless communication between customers and the brand, regardless of the channel used.

The partnership between Vox and Smartz Solutions – an omnichannel communications solutions specialist – is designed to offer advanced, cloud-based contact centre solutions in a collaboration aimed at enhancing customer engagement solutions across South Africa.

Terminology note: Omni-channel means an integrated customer service experience across all possible channels that a customer uses to engage with a business. These channels could include Voice, video, SMS, WhatsApp, e-mail, web chat and social media.

Smartz Solutions’s feature-rich, cloud-based contact centre technology is designed to reduce your total cost of ownership (TCO) and increase your return on investment (ROI), while improving both client and employee experience at the same time. Vox is able to tailor-make a Smartz Solutions offering for your business.

Smartz Solutions features and benefits include the following:

Completely local and Rand-based: Buying in Rands helps customers avoid unfavourable, fluctuating exchange rates, which can double or triple the costs of these platforms, wreaking havoc with budgets.
Omni-channel integration: Unified customer experience across all channels with seamless transitions.
AI-Powered analytics: Real-time insights into customer behaviour for data-driven decision-making.
Intelligent routing: Efficient call handling and prioritised issue resolution based on customer needs.
Predictive customer support: Anticipates customer needs for proactive problem resolution.
Scalability and flexibility: Easily adaptable to growing business demands, reducing total cost of ownership.

Redefining Customer Experience

Nobody likes having an issue with a company that’s providing a service, but then being unable to get hold of anyone to assist them. The days of being on hold indefinitely belong to the dark ages of customer service.

By maximising Smartz Solutions’ innovative platform, Vox is set to redefine customer experience for businesses of all sizes. The partnership aims to deliver exceptional experiences and support businesses in their growth and customer engagement strategies.

By choosing Vox as your Smartz Solutions provider, customers can benefit from Vox’s market-leading expertise and commitment to service excellence, combined with Smartz Solutions’ innovative and customer-centric communication platform.

Driving His Future within the IT Arena and Beyond

Posted on 11 March 202520 February 2026 by Vivienne Fouche

People of Vox: Spotlight on Lunga Hoho

At Vox, we believe our employees are the beating heart of our company, with merit and value built into all our available positions. In this edition of People of Vox, we meet Lunga Hoho, who works in the IT Department as a Desktop Support Technician. When you meet Lunga, you realise very quickly that he’s a ‘People’s Person’, through and through!

Lunga, who works at Vox Head Office in Joburg, but helps people remotely around the country, is one of the Vox IT support team members who’s there to help people at the drop of a hat when their computers are misbehaving. At the same time, he’s also highly skilled at putting the smiles back onto faces that were (at best) wearing a frown, and (at worst) spewing choice words into the surrounding atmosphere.

As you get to know Lunga, it also becomes apparent that he has an admirable self-driving philosophy (you’ll see why that’s a great pun a bit later in the article), which spurs him on to new challenges all the time. Lunga has been at Vox for around eight years now and has had an interesting career with us so far!

This, together with his People-Person outlook on life, meant he was top of mind when we were looking for the first person to interview for our new ‘People of Vox’ series of blog articles, in which we bring you the stories behind some of our less-well-known heroes.

Valuing His Culture

Lunga values his Xhosa heritage

Lunga (short for Lungako) was born and raised in a small town in the Eastern Cape, where his Xhosa background became an integral part of shaping his personality and outlook on life. “What I truly appreciate about my culture,” he notes, “is its rich heritage with strong traditions, and its emphasis on love and respect for people.”

Both of his parents, as well as his sister, are schoolteachers. While he stands apart from his family members in pursuing a career outside the education arena, he shares their philosophy of being a life-long learner.

“Like the rest of my family”, he says, “I’ve always been around books and education, and I understand and appreciate its value. My mother says that ‘Inside every teacher is a school’ and her outlook has always inspired me to try to extend myself as much as I can.”

Crafting A Career Path

Lunga joined Vox in mid-March 2017 on a 12-month contract basis, as part of an internship programme, where he worked as a Stores Assistant. Later that same year, on 1 August 2017, he became a driver for the company.

Lunga Vox car 1 | Vox | Driving His Future within the IT Arena and Beyond — Driving into his future with Vox!

He outlines: “I was so happy because this was now a permanent position! I was a driver for about two years and then became a service engineer for Qwerti (then known as MIT Services) in August 2019, where I remained until 2023, when I finally joined the IT Support Team as a Desktop Technician, which is my current role.”

Learning and studying formed an integral part of Lunga’s journey from becoming a driver for the company to being part of the IT team. This studying took place through both internal and external courses. He first became interested in becoming part of an IT support team when he was a driver visiting Vox clients.

“I started studying by registering myself on Vox Academy – because Vox Partners with Microsoft – and began my initial learning that way. Through these early courses, I became aware of more possibilities, both internally and externally, and I got to a point where I was knowledgeable enough to apply to become a service engineer for Qwerti (MIT Services), and then, as I mentioned, into my present position.

“I would like to add that throughout my career at Vox, I’ve been so fortunate in working for great line managers, who always supported and encouraged me, including taking the next steps into the next position or opportunity. I want to be an inspiration for any new interns going forward, because I’ve had so many people within the organisation who have made time to help me on my own journey.”

A Natural Fit in the IT Department

Lunga says he feels blessed by the opportunity to become part of the IT Support Team, which plays such an important role within Vox.

Lunga working 1 | Vox | Driving His Future within the IT Arena and Beyond — The serious business of work

He notes: “We protect the company’s data, secure its network, and seek ways to develop and improve our systems and IT infrastructure. I report to Sipho Sibanyoni, for whom I have great respect and admiration as an excellent manager, and my job is to ensure that Vox employees have all their technical needs met, thus allowing them to perform their duties. This includes being able to access the necessary shared folders on the server, getting onto the VPN, accessing printers and other office devices, encrypting confidential information and managing network traffic.

“Everyone who contacts me seeking help – from across various Vox branches around the country – is a vital cog in the company, and so I cultivate a positive attitude towards my clients and performing my duties. I’m always happy when I can solve someone’s tech problem and leave them happier than when I first went on the call to help them – it’s always wonderful when you are part of a solution, and this is one of the reasons why I love my job so much.”

Lunga reiterates that, partly because of his cultural background, he feels a deep love for humanity. He adds: “The best moments for me at Vox have been my encounters with people – those moments when I assist someone are really what makes my heart tick. I don’t think about the computer as much as I think about the person behind the screen.”

Exploring New Horizons

But it’s not just IT and people that makes Lunga tick – he also enjoys travel, studies and sports. He clarifies: “I enjoy seeking knowledge and studying in general, and just finding out how to better myself. This year, I’ve enrolled at the University of Johannesburg (UJ) to study Communications, which has always interested me. I’m so excited about investing in myself further – there’s always room to learn more!”

As for the travel, Lunga adds: “At the end of the day, we are here to collect as many good memories as we possibly can, and I have some great travel aspirations. For example, in the future I would like to climb Mount Kilimanjaro and visit the Great Pyramid of Egypt, to add to my previous travels to Botswana, Mauritius, Mozambique and the Mozambican Islands, as well as within South Africa itself. Further afield, I’d also like to visit Dagestan, in Russia, because one of my sports heroes, in Mixed Martial Arts, comes from there.”

Lunga cruise | Vox | Driving His Future within the IT Arena and Beyond — Just cruising!

Staying with sports, Lunga is usually one of the first to raise his hand when Vox, as a sponsor of the Golden Lions, is able to make free tickets available to staff members. More seriously, he clarifies: “My ultimate goal is to leave the world a little better than I found it. Working for Vox, because of its people-friendly and transparent, accessible culture, reminds me that behind all the professionalism I experience, I’m always dealing with human beings.

“I really enjoy working for a company that, besides being so innovative, also encourages such a great open-door policy, for employees as well as customers,” he concludes.

Super-Fast, Super-Simple Internet: We’re Extending our LTE Promo

Posted on 6 March 202511 March 2025 by Suhail Dinat

Because we love you, we’re pulling a real life “but wait, there’s more!”

Strap in, it’s cliché and infomercial time.

Back by popular demand, but wait, there’s more, you asked, we delivered, don’t miss out – it’s all of the above, but mostly it’s time for an LTE Announcement.

Last year, we ran an LTE Promo wherein you could sign up with Vox and WIN R300 Credit to your account – credit you can spend, use, and choose as you like, on what you like. Now, we know South African’s LOVE two things (well, three if you count working electricity) – free stuff, and a good bargain. So, naturally, our Vox customers took to the promo like a car guard to unnecessary reversing advice. As a result, we’ve decided to extend our promo, and give you 300 more reasons to love Vox (the good 300, not the dead Spartan type).

First, the nitty gritty: Sign Up for Vox LTE and you can receive R300 Vox Credit – promo extended for 6 additional weeks, starting 1^st March 2025.

Now, the pitch:

Wondering why you need LTE instead of 5G that’s not 5G (yes, Huil, we’re looking at you) or over Fibre? We can think of a few reasons.

LTE is a game-changer if you want super speeds without the headache of Fibre-optics. Whether working, streaming, gaming, or browsing, it’s a fast and stable Connectivity experience which skips the hassle of fixed infrastructure.

The Bullet Points:

It’s super-fast: enabling smooth streaming, uninterrupted connectivity, and highly responsive internet activity.
It’s simple: no digging, no cabling, no Fibre guy ringing your doorbell – plug, play, and connect in minutes.
It’s flexible: moving homes or not planning on settling? You can connect where you need to with minimal fuss.
It’s affordable: forget the expensive overheads – your monthly fee (plus Vox Credit) will save you a pretty penny.
The perfect Fibre alternative: if your area isn’t covered, this is an amazing alternative which doesn’t compromise speed or stability.

How do I make it happen?

It’s easy as 1, 2, 3 (4)

Sign Up at vox.co.za (find your package, then get choosing).
Take delivery of your router.
Plug, then play.
Enjoy R300 in the (Vox) bank.

As with all great things, and most amazing promos, this isn’t a permanent thing. Like we said above, we’re only extending for a further six weeks – meaning you have from the 1^st March 2025 until the clock starts ticking. Visit vox.co.a and get connected today – LTE fast!

Vobi versus WhatsApp: When More is More

Posted on 4 March 202510 December 2025 by Vivienne Fouche

There’s an old saying: “You get what you pay for.” That’s usually true — think Rolex vs the knock‑off, or a full Outlook mailbox versus a free webmail account. So when someone asks, “What’s Vobi? Why do I need it if I already use WhatsApp calling?” — fair question.

WhatsApp — brilliant for friends and family

WhatsApp changed everything for messaging. It uses your data or Wi‑Fi to send unlimited messages, share media, create groups and make voice or video calls — all without the SMS charges your mobile operator would charge. It’s simple, ubiquitous and excellent for staying in touch with people who are already on the platform.

But there’s a catch: WhatsApp only works seamlessly if the person you want to call or text is on WhatsApp too. If they’re not, you’ll need another method — usually your mobile airtime or a landline — and that’s where limits and costs creep in.

Vobi from Vox — the softphone that does more

Vobi is a Vox mobile softphone that gives you Voice, video and text from your mobile phone, but with some key extras. Yes, it does all the things WhatsApp does. But it also lets you call any number (mobile or landline), not just other app users. That difference is huge for anyone who needs to reach people outside a single messaging ecosystem.

Quick wins with Vobi:

Call any number: make local calls to mobiles and landlines at reduced rates — handy when the person you’re calling isn’t on WhatsApp.
Vobi‑to‑Vobi: low or no cost for calls between users — great for families and small businesses.
International calling without roaming: call overseas without costly roaming arrangements.
Battery and data efficient: leaner data use than typical VoIP apps; uses local push notifications.
Seamless setup: activate via a web interface — no fiddly configuration.
Phonebook integration: works with your existing contacts.
Professional features: call recording, conference calling, call transfers, speed dial and Bluetooth headset support.
Constant availability: route your home or office calls to your mobile so you never miss a call.
PBX compatibility: works with Vox hosted PBX for business users.

Who benefits most?

The app suits both consumers and small to medium businesses. If you want the convenience of app calling but need to reach landlines, international numbers or keep business calls professional (recording, transfers, conference calling), it gives you flexibility WhatsApp alone cannot.

Keep your number — or get a new one

You can port your existing number to Vox and use it in the app, so incoming calls stay on your familiar number. Or, pick up a new Vox number and make all your audio and video calls through the app — effectively turning your mobile into your home or office phone.

More than another free chat app

WhatsApp is brilliant for social messaging. Vobi is designed to be more useful when you need reach, flexibility or professional features. If “more is more” sounds like a plan (better call quality, lower rates to non‑app numbers, and PBX integration), Vobi is worth a look.

Frequently Asked Questions

What is Vobi?
- Vobi is a Vox mobile softphone app for voice, video and text that lets you call other Vobi users and any mobile or landline number using the Vox network.
Is it free?
- The app is free to download on Android and iOS. Call rates vary depending on destination and whether you call another Vobi user or a non‑Vobi number.
Can I keep my current phone number with Vobi?
- Yes — you can port your existing number to Vox and use it in the app, or choose a new Vox number.
How is it different to WhatsApp?
- Unlike WhatsApp, Vobi lets you call any mobile or landline number (not only other app users), supports call recording, conference calling and can integrate with Vox hosted PBX for business use.
Will it use lots of my mobile data?
- Vobi is optimised for efficient data use and typically consumes less data than some other VoIP apps, but actual usage depends on call length and whether you use voice or video.

How to Make the Most of Your Vox Connectivity Line

Posted on 14 February 202514 November 2025 by Vivienne Fouche

Tips to make sure you’re getting what you signed up for

Picture the scene. It’s early afternoon and your small one is streaming HD videos in one room, your teenager is on a video call in their bedroom, and mom and dad are both working from home, simultaneously accessing the Internet via different laptops, in two other corners of the house. Best of all, thanks to your Fibre to the Home (FTTH) Internet connection, there’s no buffering or lagging in sight.

How to Make the Most of Your Vox Connectivity Line — How to make the most of your Vox connectivity line

Looking back, it’s quite surprising to think that even 15 years ago, this wasn’t a common scenario – for starters, YouTube was only started in 2005, and Netflix Streaming in January 2007. As for widespread Fibre connectivity in South Africa, it was still just a twinkle in somebody’s eye, because the first subsea Fibre cable to reach South Africa went live only in 2009. Today, Internet access has become one of the most important areas of our lives.

Internet connectivity opens us up to an incredible world of information, entertainment and opportunity, and nobody wants a slow or buffering connection, while price and value-conscious consumers are justifiably concerned about getting true value from their purchases. But what happens when you’ve paid for a decent Internet package, but it doesn’t seem to be working quite as well as you expected? When the Modern Family-inspired Internet scenario sketched out above starts stuttering and freezing?

Because even with a Fibre Internet connection – generally regarded as the crème de la crème of Internet connectivity – several factors can still reduce the performance of your Fibre to the Home (FTTH) Internet speed and reliability.

This article looks at how you can make the most of your Vox FTTH Connectivity line when certain challenges rear their heads.

Wi-Fi: Enabling Wireless Connectivity from Your Fibre Optic Line

Good Internet connectivity depends on many factors, including your Internet Service Provider (ISP) first and foremost, as well as the speed of your chosen Internet package; whether your devices are modern or no longer that new; and Wi-Fi options and challenges.

The job of a Wi-Fi router is to ‘convert’ the data packets carried within light pulses through Fibre Optic cables laid in your neighbourhood, into the Wi-Fi radio wave signal inside your home.
This then enables your family’s digital devices – laptops, tablets, smartphones and smart TVs – to link into the Internet, creating a wireless Internet connection for your home (cable-free Internet, in other words).

Wi-Fi functionality is integral to the performance of your Fibre-based Internet line.

Improving Your Wireless Signal

If your internet connectivity line doesn’t seem to be giving you the results you were expecting, or if you’re experiencing Wi-Fi dead zones in your home (caused by the distance of your device from the wireless router, thick walls or electrical interference), there are a few things you can do to improve your Wi-Fi network, as follows:

Router position: Choose a central location in your home, and raise the router off the floor. Also, don’t place the Wi-Fi router inside a cupboard or desk. Sometimes just raising the router a little higher up from the floor for better signal distribution will increase its range and speed. Make sure your router is away from other electronic and electrical equipment, metal objects and solid brick or concrete walls.
Router speed: Your router should handle a speed rated the same or higher than your chosen Internet package. And so, if your Fibre Internet is 500Mbps, your router should be able to offer speeds at least this fast.
Number of devices: All Wi-Fi equipment supplied by Vox is strong enough to cover an estimated 100 square metres, depending on what material your walls are made of. Vox recommends adding an additional device for every 50 to 100 square metres extra.
Mesh System to enhance signal: If the Wi-Fi range in your house is poor, a Vox mesh router system can help to push the signal further, so the whole family can stay connected throughout the house, providing an uninterrupted lag-free high-speed Wi-Fi connection for multiple devices in every corner of your home.
How many mesh units can I have in my home? The Vox two-pack can connect up to 100 devices and you can include up to eight units in your home if more coverage is needed. A Vox Wi-Fi Home Mesh network can handle a mix of IoT products, smart TVs, smartphones, tablets and other electronic devices, such as wireless printers.
Other devices can interfere with your Wi-Fi connection, including microwave ovens, cordless phones, Bluetooth products, baby monitors, alarms, cameras and other wireless LANs. To prevent this, position the Wi-Fi router or mesh extender as far away as possible from microwave ovens, Bluetooth devices, and 2.4 GHz cordless phones.
App-Enabled: If you want to check your Wi-Fi range, there are apps available for Apple and Android smartphones, for example ‘Sweetspot’ for Apple and ‘WiFi analyzer’ for Android.

Not Just the Wi-Fi to Consider

A Wi-Fi router is not the only critical component that enhances your user experience.

Wired after all: As outlined above, a Wi-Fi Home Mesh network can provide incredibly strong Internet connectivity, but there are still times when an Ethernet cable might be the best solution – for example, if you have very thick walls, or for plugging into an HD television or gaming setup, where the speed needs to stay high and the connectivity lag-free. Look at buying an Ethernet cable that is rated for ‘Cat 5e’ or ‘Cat 6’.
Great Internet, old device = problem: You won’t get the maximum range and performance from a newer wireless router unless your devices also use the same Wi-Fi standard. An old laptop is unlikely to have ‘ac’ or ‘n’ Wi-Fi access, so check the specifications to see which wireless standard it is using. If you don’t want to buy a new laptop straight away, you can buy a wireless adapter that plugs into a USB port on your laptop.

The Magic of Blazing Fast Internet

When you signed up for your FTTH Internet connection, you chose an option for yourself and your family that is fast, reliable and future-proof, and ready to deliver you the best possible Internet experience. Considering its scope and importance, maximising your internet connectivity line is critically important.

The good news is that you can optimise your home Wi-Fi experience with the right choice of routers, extenders and mesh options.

Your Vox Home Fibre line is future‑proof and capable of delivering outstanding home Internet, but a few simple tweaks to router placement, device choices and using mesh or Ethernet where needed will ensure the whole family gets the experience you expected.

If you need help optimising your home Wi‑Fi or want to add Vox Wi‑Fi Home Mesh, simply visit vox.co.za, sign up with Vox, or contact Vox Support on 087 805 0530.

With Vox Fibre to the Home, you are enabled by great Internet access. Welcome to a world of online opportunities.

Frequently Asked Questions

How can I tell if the issue is my Vox Fibre line or my home Wi‑Fi?

Run a speed test directly from a device connected by Ethernet to your router. If wired speeds match your plan, the issue is likely Wi‑Fi or device related.

How many Vox mesh units do I need?

A Vox two‑pack covers many typical homes and supports up to 100 devices. You can add up to eight units for larger homes or difficult layouts.

Where should I place my router for best coverage?

Position the router centrally, elevated and away from thick walls, metal objects and kitchen appliances. Avoid cupboards or behind large furniture.

Will a mesh system reduce my Internet speed?

A well-configured mesh keeps speeds high across the home. For best performance, place mesh units strategically and use wired backhaul where possible.

Do I need a new router if I upgrade my Vox Fibre package?

Your router should support the speed of your new package. If it’s rated lower than your plan, consider upgrading to a higher‑spec router or Vox Wi‑Fi Home Mesh.

Can old devices cause slow Wi‑Fi for the whole house?

Older devices can occupy airtime and reduce performance for others. Where possible, update device Wi‑Fi adapters or move bandwidth‑heavy tasks to wired connections.

Is Ethernet worth the hassle for a smart TV or console?

Yes. Ethernet (Cat 5e/Cat 6) offers the most reliable, low‑latency connection and is ideal for HD streaming and competitive gaming.

How do I contact Vox Support for help?

Visit vox.co.za for product info and self-service tools, or call Consumer Support on 087 805 0530 for assistance.

Download Speeds: Capacity versus throughput

Capacity (the speed limit)

Throughput (your achieved speed)

The main reasons your download speeds can be lower than your plan

1. Your plan is capacity, not a guaranteed sustained throughput

2. Network contention (shared bandwidth)

3. Your device and home equipment

4. Wi‑Fi vs wired connections

5. The server or service you’re downloading from

6. Protocol and transmission overheads

7. Network path and third‑party routing

8. Speed test variables

Contention ratios — what they mean for you

How to maximise your download speeds

Quick checklist before you call Support

Frequently Asked Questions

WhatsApp — brilliant for friends and family

Quick wins with Vobi:

Who benefits most?

Keep your number — or get a new one

More than another free chat app

Frequently Asked Questions

Available in your area