Viva Digitally

Customer Stories

IT Workforce optimisation – Telephony Integration with Microsoft Teams using the VIVA Teams Connect (VTC) solution.

A single dedicated communication platform to manage all of their audio/video communication needs. They have ongoing domestic and international projects with over 1000+ staff handling customer support and the organization....

IT-Wireless WAN in Chennai

Client

An IT service company based in India.

Requirement

A single dedicated communication platform to manage all of their audio/video communication needs. Also, the Client was looking for;

  • Workforce optimization, and
  • Ensuring employees are properly scheduled, trained, monitored, evaluated, rewarded, and engaged.

Challenge

They have ongoing domestic and international projects with over 1000+ staff handling customer support and the organization is concerned about the amount of time spent by their agents switching between applications.

Solution

We offered a Telephony Integration with Microsoft Teams using the VIVA Teams Connect (VTC) solution. While TEAMS to TEAMS calls can be done between users from different TEAMS tenants, TEAMS to a PRI/GSM number cannot be done by default. This is where Viva Teams Connect comes in;

What VIVA Teams Connect does;

  • Direct Routing service as A Class ‘A’ ISP/ITSP/VNO
  • Direct Routing service with MS Certified Oracle SBC as part of service
  • Direct Routing service with extended PBX features like Call Recording, Advanced Reporting, Application Integration, etc.
  • Domestic & International calling plans
  • Integration with Contact Center
The customer is happy with our solution as they save a lot of time since all their employees use only Microsoft Teams for everything now!

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

Client

An IT service company based in India.

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