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. Also, the Client was looking for;

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

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.

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