The company's distinctive approach and business strategy for market expansion make it unique. Among the service verticals in operations are technology, sales, CRM, finance, and human resources. To increase the productivity of its contact centre, the company was looking for a Full Suite Contact Center solution.

Since 2007, they have seen significant growth in their strategic consulting operations, which has increased their client-based and business tie-ups. However, the present difficulties are:

• The existing solution is isolated and on-premises based.
• There is a high cost for each new piece of software for integration.
• The maintenance cost is high.

Cloud Contact Center Suite

A contact center suite with Open API Integration was implemented, allowing for creating tickets and storing customer data through CRM integration.

• A continuous flow of customer data through multiple channels.
• Improving analytics.
• Increase cross-selling and up-selling.
• Maintaining records of all customer interactions and compliances.
• Features for agent transfer, break, and disposition.

Viva Telephony gives additional advantages from the integration are:

• Progressive and preview dialling modes.
• Hold and transfer to the agent feature.
• Centralized data & screen pop-ups.

Viva specializes in voice & data solutions with a significant focus on Cloud Telephony, WhatsApp for Business, Contact Centers, Internet Leased Lines, Managed SD-WAN as a service, AI Voice bots, Chatbots & Work from home solutions for enterprises.