Client
A company specialising in market research, business prospects, industry analysis, and commerce outlook reports.
Requirement
The company currently uses Viva Meet and wants to integrate with their in-house developed CRM to:
- Implement Click to Call, Call Notification, Customer Record Pop-up, Monitoring, and Reports features.
- Provide inbound call notifications for agents to pick up calls from the CRM system without missing any important calls.
- Provide supervisors with consolidated views of calls made and received by the agents from Viva Meet and CRM systems.
Challenge
The company wanted to combine its telephony and CRM systems used separately by its research agents. Currently, agents have to manually make notes within the CRM software regarding client calls and other important details.
Solution
Telephony and CRM integration
Viva successfully integrated its Cloud Telephony platform – Viva Meet, with the client's in-house developed CRM, using a wide range of APIs. The integration was completed in just two weeks and included the following features:
- Click to Call
- Call Notifications
- Customer Record Pop-ups
- Monitoring & Reports
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.
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Client
A company specialising in market research, business prospects, industry analysis, and commerce outlook reports.
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