The organization wanted a call management setup because the inbound calls were increasing day by day, and they have a responsibility to address them immediately. Their help-desk department allows audiences to contact them for new inquiries, support, and escalation.

One of the organization's primary operations is to call a list of phone numbers to reach its target audience, enhancing digital education, and the other is automating its customer care process. The current telephony infrastructure causes challenges such as:

• Calls landing in the wrong department
• Reaching the target audience is time-consuming
• Unable to process all their inbound calls
• No option to choose a language for the caller
• No multichannel integration

Cloud Contact Center
Viva Offered a Contact Center suite enabling a multichannel Approach via personalized Interactive voice response flow with a multi-language script, Warm greetings, Call waiting with music, and the option to choose an action through the IVR.
The additional advantages for a better experience are:

• 24/7 Support.
• CRM Integration.
• Dedicated Virtual number.
• Toll and Toll-free number.
• Channel-based calling infrastructure.
• Pay as you go model, and more.

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.