Efficient call tracking using Viva’s Unified Communication Suite for detailed analytics improving campaign metrics in Digital Marketing

The company employs approximately 25+ professional designers who interact with customers daily to deliver the finished designs. The company wanted to assign unique support phone numbers to each designer. They also needed to mask their customer number from the agents, as their agents communicate via WhatsApp business.

The designers and customer support team are the organization's backbone. Their projects require regular communication between customers and the design team, allowing them to capture and complete the task per the customer's specifications. Their current set-up was insufficient for a single communication platform, so the designers used their mobile phones to call the customers, which caused issues such as;

• Unprofessional environment.
• Inefficient call tracking.
• Customer wait time is high.
• Difficulties for agents to handle their daily calls.

Viva provided a unified communication suite with the inbound call management system including features such as;

• Number Masking
• Dedicated Virtual Number
• An IVR Solution
• Application Integration
• Call recording
• Call reports & analytics

Viva specializes in voice & data solutions with a significant focus on Cloud Telephony, Contact Centers, Internet Leased Lines, Managed SD-WAN as a service, AI Voice bots, Chatbots & Work from home solutions for enterprises. Get in touch for customized solutions.