The company operates its contact centre hubs in major Indian cities such as Mumbai, Delhi, Bangalore, Hyderabad, and Chennai. They are looking for a customizable Inbound calling solution to effectively manage inbound calls agent-wise for their escalation management project, where agents are responsible for resolving customer inquiries.

The company already has a primary VoIP vendor it cannot rely entirely upon. Their current call centre operation faces several significant challenges, such as utilizing agent availability, ticket handling, unmanaged inbound calls, higher ringing time, and a lack of accurate reports.

Viva Meet with Inbound Call Management

Viva provided an advanced Inbound calling solution to effectively handle VoIP Incoming calls using the Viva Meet solution. Overall VoIP traffic is incorporated into the Viva IP-PBX server, and advanced routing configuration is enabled to manage overall inbound traffic.

The following is the solution offered for current requirements:

• Enabled voice Redirection On No Answer, which allows incoming customer calls to be Routed & Re-routing to the available agent at that moment.
• Call queue to reduce customer wait time.
• Automatically routes inbound customer calls to the next available agent and automatically stops connecting to the Not answered agents.

The client is delighted with our quick & effective solution.

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.