Client
A SaaS-based software company, with a large number of employees handling customer care and after-sales support.
Requirement
To optimize overall supply chain operations, the management has decided to designate a team of employees to handle VoIP calls specific to certain state and city codes, rather than having employees manage multiple locations. This included the requirement for an international VoIP calling solution with dedicated state codes, such as USA calling with a Utah DID (Direct Inward Dialing).
Challenge
The existing telephone system causes many challenges to the company as well as their customers, such as,
- Increased call handling time
- Unable to reach the correct department
- Customer issues don’t get resolved on time
Solution
Viva Meet
Using our VIVA Managed VoIP solution, we created an intelligent Interactive Voice Response system to help callers choose the department they want to reach. The client’s telephony system was automated, and we also integrated our managed Viva Cloud Exchange features.
- Voice mail to email.
- Cloud API’s Integration.
- Call forwarding and call recording.
- Multilevel IVR and Intelligent Call Routing.
- Internal extension at no extra cost.
- 99.95% Uptime guarantee.
- 24/7 Support.
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Client
A SaaS-based software company, with a large number of employees handling customer care and after-sales support.
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