The company employs over 250 people with hubs in Chennai, Bangalore, and Mumbai. They are in charge of settlements, clearance, record maintenance, accounting, and IT services. Apart from Incoming calls and emails, they also capture escalation tickets in their customer support portal. The company wanted a specific solution that would allow them to manage their tickets even after office hours.

The company's working hours are from (10 a.m. to 7 p.m.), and they have primarily struggled to manage inbound calls after 7 p.m. Their call centre hubs receive escalation tickets from automated ticketing software 24 hours a day, 7 days a week, but they do not have a fully automated VoIP infrastructure. The company faces a few difficulties in handling the tickets, including Unmanaged inbound setup and No accurate reports.

Viva Meet with AI-powered IVR

Viva offered Interactive Voice Response via Viva Meet to better manage their inbound calls with enabled AI-based IVR play. It responds to inbound calls with preconfigured IVRs that are programmed before and after working hours, and it assists the customer while capturing every inbound call.

The following benefits are deployed in this solution:

• AI-based IVR play
• After hours Assistance
• Voice mail to email conversion
• Self-Managed high tickets, with easy call routing to departments
• Multilanguage IVR
• Reports & Monitoring dashboard

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