Viva Digitally

Customer Stories

Streamlining Success: Viva’s Advanced Database Management using Presence contact center suite Elevates BPO Call Center Efficiency

A dialer is used to dial numbers from the database for their BPO process. The main cause for concern is three categories of numbers; No answer, Fax & Invalid Numbers. The database needs to be filtered before being loaded....

BPO-Remote Connectivity in Chennai

Client

A BPO company specializing in IT product outsourcing, with 500+ employees working in various offices across India.

Requirement

A dialer was used to dial numbers from the client’s database for their BPO process. The main cause for concern is three categories of numbers; No answer, Fax & Invalid Numbers. The database needs to be filtered before being loaded onto the calling software.

Challenge

The database plays a vital role in accelerating the call center’s day-to-day activities. The "no answer, fax, and invalid numbers" causes various outcomes such as;

  • Dropped calls
  • Agent waiting time
  • The dialer is unable to filter numbers efficiently
  • Reduced calling productivity

Solution

Viva Presence Contact Center Suite with an enhanced database management system that helps their BPO with:

  • Optimizing agent’s productivity
  • No dropped calls
  • Advanced filtration to eliminate "no answer, fax, and invalid numbers" from the database
  • Integration with an existing contact center
  • Advanced monitoring and reporting system
  • 24/7 Support
  • PCI DSS, GDPR, and HIPAA Compliant
With one-stop-shop expertise, the VIVA Contact center suite assists businesses in enhancing their end-to-end contact center processes.

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Client

A BPO company specializing in IT product outsourcing, with 500+ employees working in various offices across India.

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