The company has more departments to provide PAN India consumers with an excellent customer service experience (CX), especially as call volumes increase. They employ 250 people in total and have a semi-hybrid working style. They were looking for an Advanced Contact Center Solution to solve their customer experience operating issues to eliminate communication breakdown silos.

The current Finance application manages their clients' general and financial information, while their contact centre system is used for their overall voice operations. However, according to their call centre employees, the existing technology frequently disconnects from the consumer, and feedback shows that this has a negative impact on their operations. Challenges include:

• Customer service representatives are unable to resolve consumer difficulties quickly and effectively.
• Department managers are unable to involve specific staff.
• The system should be able to handle remote workers and onsite agents who aren't physically present.
• Ineffective monitoring system.

Cloud Contact Center

Viva offered Presence Contact Center Suite enabling their agents to connect with customers through Voice, Chat, email, SMS, and Social channels helping to minimize ticket turnaround time. The main result of the offered solution is to turn Customer Experience into a team sport with benefits like; An Omnichannel system, A complete cloud-based system, better communication among team members, First-class reporting and analytics and Entire Workforce optimization.

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.