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Customer Stories

Escalated and advanced inbound calling solution using Viva’s Presence Contact center Suite for error-free broadcasting

The company faced difficulties in managing its inbound call flow that connected its customers to their on-site field engineers and operators. The manual operations made their existing escalation system inefficient and caused....

Broadcsasting-Cellular Broadband

Client

A broadcasting company based in Mumbai with a team of 50 + sales, service, and tech professionals supporting their corporate customers.

Requirement

They track customer escalations manually at the moment. The client requires an Inbound contact center solution to automate their end-to-end service operation on a daily basis using:

  • Licensed telephony service
  • Contact center application
  • Ticketing solution
  • Helpdesk software

Challenge

The company faced difficulties in managing its inbound call flow that connected its customers to their on-site field engineers and operators. The manual operations made their existing escalation system inefficient and caused problems such as;

  • Time consumption on every escalation
  • Inefficient escalation tracking
  • A Communication gap between help desk agents and on-site engineers

Solution

Viva Presence Contact Center Suite with an advanced inbound calling and escalation solution. Features of Viva's Presence Contact Center Solution includes an FCC and DoT registered number, Advanced helpdesk automation, CRM integration, Messaging System, Ticket notification, Call conferencing. All this comes with 24/7 Support and the client is very satisfied with our solution. With one-stop-shop expertise, the Viva Presence Contact Center Suite assists businesses in enhancing their end-to-end business with ease.

If you would like to know more about this solution please click below:

Cloud Contact Center

Client

A broadcasting company based in Mumbai with a team of 50 + sales, service, and tech professionals supporting their corporate customers.

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