The company wanted a comprehensive contact centre solution that could handle a large volume of customer interactions, provide real-time assistance, and improve efficiency in managing inquiries across multiple communication channels.

As the company continues to experience rapid growth and an increasing customer base, they face challenges in effectively managing customer inquiries and support requests. With a high volume of incoming calls, emails, and chats, it has become critical to streamline customer service operations and enhance the overall customer experience.

Viva offered the Contact Centre Suite, a robust solution designed to address the client's challenges and fulfil their requirements. Our solution provided the following key features and benefits:

• Unified Communication: Viva seamlessly integrates voice, email, chat, and social media channels for a seamless customer service experience.
• Intelligent Routing: Our solution intelligently directs inquiries to available agents, ensuring quick and efficient responses.
• Real-time Monitoring: Viva offers real-time monitoring and reporting capabilities, enabling you to track interactions, measure performance, and identify areas for improvement.
• Advanced Analytics: Gain valuable insights into customer behaviour and preferences through our powerful analytics tools.
• CRM Integration: Viva integrates with existing CRM systems, providing a unified customer data view and enhanced personalisation.

Viva specialises 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.