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Customer Stories

Better co-ordination across the E-Commerce organisation using Presence Contact center suite

The company had multiple teams operating across different regions and using various communication platforms that resulted in a lack of standardisation, inefficiencies, customer complaints and higher communication costs....

E-commerce-Cloud-Based Meeting Platforms India

Client

A global e-commerce company with multiple departments across India.

Requirement

A unified communication platform to manage all audio/video communication needs. Also, the client was looking for:

  • Improving Customer Service
  • Reduction in communication costs
  • Better Coordination across the company

Challenge

The company had multiple teams operating across different regions and using various communication platforms that resulted in a lack of standardisation, inefficiencies, customer complaints and higher communication costs.

Solution

Cloud Contact Center

We offered Viva Presence Contact Center Suite to improve the company's overall call operational excellence with the following benefits:

  • Improved agent workflow.
  • Reduced time spent handling calls.
  • Integration of remote agents into a single environment.
  • Reduce capital expenditure.
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.

If you would like to know more about this solution please click below:

Cloud Contact Center

Client

A global e-commerce company with multiple departments across India.

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