Missed business calls quietly drive revenue losses, says Telavi

Insider Spotlight

• Philippine firms risk losing customers through fragmented communications
• Cloud-based systems are gaining traction as businesses cut costs
• Telavi says missed calls can translate into significant lost revenue
  
  

Businesses may be underestimating the financial impact of outdated communications systems, with missed customer calls and fragmented coordination quietly eroding revenue as companies adapt to hybrid work and rising operating costs. 

Industry trends also point to a broader shift toward cloud-based communications as enterprises seek to improve efficiency and reduce infrastructure spending.

Why it matters

Telavi, the cloud communications platform of Gur Lavi Corp. (GLC), said many Philippine businesses continue to rely on personal mobile phones, messaging applications and legacy telephone systems despite growing demand for integrated communications.

The company cited industry data showing the global Unified Communications as a Service (UCaaS) market reached $87.39 billion in 2024 and is projected to grow at a compound annual growth rate of 19.8 percent through 2030. It said adoption has accelerated across Asia-Pacific as businesses migrate to cloud-based systems and embrace hybrid work arrangements.

By the numbers

Telavi said businesses moving to cloud communications can avoid spending on on-premise hardware, maintenance contracts and dedicated IT personnel while enabling employees to access a unified platform from different locations.

The company added that its platform operates at 99.99 percent uptime, is ISO 27001:2022 certified and complies with the Philippine Data Privacy Act.

What they're saying

Gur Lavi Corp. president and CEO Erwin Co said businesses often overlook the revenue implications of missed customer inquiries.

"In retail and food service, up to 30 percent of customer calls could be going unanswered—and with 85 percent of those callers never trying again, the cost isn't just a missed call. It's a missed customer, forever. For one local restaurant, that translated to an estimated P800,000 in potential revenue missed every single month. For a university, it's thousands of prospective enrollees who never got through," Co said in a press statement.

Co said he began developing the company's cloud communications platform about a decade ago after seeing Philippine businesses lag regional peers in adopting modern communications infrastructure.

Erwin Co

President and CEO of Gur Lavi Corp. 

The bottom line

As businesses continue to streamline operations and improve customer responsiveness, communications infrastructure is increasingly viewed as a strategic investment rather than simply an operating expense. 

Telavi said companies delaying the transition to cloud-based communications risk accumulating hidden costs through missed inquiries, lost bookings and slower decision-making. —Vanessa Hidalgo| Ed: Corrie S. Narisma