At a glance
Telvoip has been named First Runner-Up in the Best Telcos - People's Choice category at the 2026 ICX Kenya Service Excellence Awards, joining Liquid Intelligent Technologies and Safaricom among this year's recognised brands. A milestone that reflects our continued work to help businesses deliver better, more connected customer experiences.
The recognition in the Best Telcos - People's Choice category is a proud milestone for Telvoip, placing the company alongside Liquid Intelligent Technologies and Safaricom among this year's recognised brands.
NAIROBI, KENYA - November 10, 2026 - There is a lot that goes into creating a good customer experience. The technology matters, the processes matter, but ultimately, it comes down to how people feel when they interact with a business.
It is a conversation Telvoip is particularly invested in, and one that made this year's Institute of Customer Experience (ICX) Kenya Service Excellence Awards especially meaningful for us.
Telvoip was named First Runner-Up in the Best Telcos - People's Choice category at the 2026 awards gala held on Friday, November 6, at The Edge Convention Centre in Nairobi. Liquid Intelligent Technologies took the overall win, while Safaricom was named Second Runner-Up.
Being recognised alongside established names in the industry is a significant milestone for our team. It is also encouraging to see the work we are doing in business communication gaining recognition in a space where customer experience continues to shape how businesses operate and compete.
Why Better Business Communication Matters
Think about the last time you needed help from a business. Perhaps you called, sent a WhatsApp message or followed up by email. Did you get the help you needed? Did you have to explain yourself more than once? Did the person on the other end have the information they needed to assist you?
These everyday interactions are where customer experience is won or lost.
At Telvoip, we have been working to address one of the biggest challenges businesses face: managing customer conversations across multiple, often disconnected, channels.
Our omnichannel contact centre platform brings voice calls, WhatsApp, email, SMS, live chat and social media interactions into one workspace. This means teams can manage conversations in one place, keep track of customer interactions and have better visibility into what is happening across their operations.
But we know that bringing channels together is only part of the solution. Businesses also need to understand the quality of their conversations and what they can do better.
That is where our platform's analytics and AI capabilities come in. From automated call summaries and agent scoring to AI-powered quality assurance, businesses can gain insights into customer interactions, monitor team performance and identify areas that need attention.
For a contact centre manager, this means less time manually reviewing conversations and more time understanding performance and supporting their team. For an agent, it means having better tools to do their job. And for the customer, the expectation is simple: a more consistent, responsive experience.
This is what we are building towards. Not just more communication channels, but better conversations between businesses and the people they serve.
A Timely Reminder
The awards gala also brought together industry leaders to discuss the changing expectations around service excellence.
One of the highlights of the evening was the keynote address by Kenneth Njiru, CEO and Founder of The Ungwana Institute.
His message was a simple but important one: we are human beings before we are customers.
He challenged organisations to think about where their brand fits into the customer's story, how they make people feel and what customers are actually saying about their experiences. He also spoke about the importance of the internal customer and why service excellence should not be left to the customer experience team alone.
It was a reminder worth taking away. You can invest in the best systems, introduce new technologies and build efficient processes, but the experience still comes down to the people on both sides of the conversation.
It is something we think about in the work we do at Telvoip. Technology should help businesses become more responsive, more accessible and better equipped to serve people. It should make conversations easier, not create another layer of complexity.
Continuing to Raise the Bar in Business Communication
We are proud of this recognition, but we also see it as a reason to keep pushing.
Business communication is changing. Customer expectations are changing with it, and organisations need solutions that can keep up. We remain focused on building a platform that helps businesses bring their communication together, get more value from their customer interactions and deliver experiences that keep people coming back.
Congratulations to Liquid Intelligent Technologies on taking the top position and Safaricom on being named Second Runner-Up. We also thank ICX Kenya for recognising the organisations and people working to advance customer experience in Kenya.
To everyone who voted for Telvoip, our customers, partners and the team that continues to put in the work behind the scenes, thank you. This recognition means a great deal to us.
Telvoip. One Platform. Every Conversation.
About Telvoip
Telvoip is a business communications technology company providing cloud-based omnichannel contact centre and unified communications solutions. Its platform brings voice, messaging and digital customer interactions together, giving businesses the tools to manage conversations, monitor performance and improve service delivery. Through integrated communication tools, analytics and AI-powered capabilities, Telvoip helps organisations build more connected and effective customer experiences.
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