The current Integrated Telecommunication System handled a modest number of customers, but as the firm expands, service has become more complex; therefore, they are looking for modern VoIP technologies to merge their 100+ contact centre agents into one system.

Their current system gives them crucial challenges, such as high operational costs and difficulties holding conference calls with business partners. The additional challenges include:

• Ineffective replacement for landline usage.
• PSTN calling issues.
• Configuration limitation.
• New Installation requires On-Premises Setup.
• Integration with third-party audio providers is not available.

Cloud Contact Center Suite We set up a Viva Presence Contact Center Suite to replace their existing system and establish a cloud-based solution. The following advantages as below:

• 33% reduction in maintenance cost.
• Call anywhere with a centralised communication portal.
• Application Integration.
• Agents’ insights and Monitoring.
• 17% increase in agent occupancy.
• Licensed service provider compliant with DoT and TRAI regulations.

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.