The client relies on CRM software to handle sales and support functions and to engage with prospects and customers. They sought to investigate the possibility of integrating their CRM with a telephony service.

The client faced the following challenges;

• The arduous and time-consuming task of managing customer information and making calls through separate applications.
• Irregular updates in CRM leading to outdated data.
• Absence of integration between CRM and the telephony system resulting in incomplete and outdated reports.

Meeting the client's needs, Viva delivered to them Click to Call with CRM Integration. Key features of the solution include;

• Click-to-Call functionality: Enables users to initiate and receive calls directly from the CRM interface, record updates, and trigger SMS and emails.
• Call notifications: Incoming and outgoing call notifications are seamlessly displayed within the CRM platform.
• Advanced reporting and analytics: Tailored reporting and analytics capabilities to meet the client's specific requirements, enabling timely decision-making.
• Enhanced efficiency: Improved ability to reach prospects and interact with customers efficiently.
• Enhanced customer engagement: Access to caller information directly within the CRM leading to improved customer engagement.
• Increased conversion rates: Real-time call recording facilitates quality assessment and training, ultimately boosting conversion rates.
• Boosted employee productivity: Streamlined workflows contribute to increased productivity and satisfaction among employees.
• Enhanced customer satisfaction: Improved service quality and responsiveness lead to enhanced customer satisfaction.

The client is highly content with the solution provided by Viva

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.