VIVACOM Offering with Microsoft Teams Direct Routing (DRaaS) and Enterprise CCaaS Solutions

· We offer Microsoft Teams Direct routing Services across the Globe [Teams PSTN Telephony Integration]

· VIVACOM Direct Routing Certified for Microsoft Teams: Empowering Your Communication in Microsoft Teams.

· Introducing Microsoft Direct Routing Service from VIVACOM: Key Features and Benefits

· Telephony: Empower your Microsoft Teams users with a global telephony service and virtual numbers, transforming your Microsoft 365 platform into an end-to-end communication and collaboration system.

· Cost Saving: VIVACOM offers Direct Routing services for domestic and international calling needs, following a zero/low opex model.

· Single App: Enjoy the convenience of making and receiving calls directly from your Microsoft Teams client, eliminating the need for multiple calling systems.

· Compliance: VIVACOM ensures compliance with regulations, standards, and necessary network and connectivity services for Direct Routing.

· Customizable Plans: Choose calling plans that suit your requirements and make and receive calls globally.

· Global Connects: Benefit from our global presence and Telco interconnects, providing flexible, scalable, and cost-effective solutions.

· Quick Set-up: Experience our customer-centric approach, facilitating collaboration and swift implementation/migration.

· Swift Migration: Leverage automation and orchestration to reduce migration and provisioning timelines.

· Fully Managed: Trust VIVACOM as your one-stop provider, offering managed communication and Telco infrastructure solutions.

Enghouse Presence Suite is a robust CCaaS platform designed to enhance customer interactions across various channels. Key features include:

1. Omnichannel Support:

• Unified Interface: Manage interactions seamlessly across voice, email, chat, social media, and SMS.
• Channel Hopping: Maintain conversation context as customers switch between channels.

2. Advanced Routing:

• Skills-Based Routing: Route interactions to the best-suited agents for faster resolution.
• Priority Handling: Direct high-priority customers to specialized teams for personalized service.

3. Automation & AI:

• IVR & Chatbots: Automate routine inquiries with IVR systems and AI chatbots.
• Workflow Automation: Streamline tasks like call distribution and follow-ups.

4. Real-Time Analytics:

• Dashboards: Monitor key metrics such as AHT, FCR, and CSAT in real time.
• Custom Reports: Generate tailored reports to analyze performance and trends.

5. Integration Capabilities:

• CRM Integration: Sync with CRMs like Salesforce for a complete customer view.
• APIs: Extend functionality with APIs to connect other business systems.

6. Workforce Optimization:

• Scheduling & Forecasting: Optimize agent availability during peak periods.
• Performance Tools: Use call recording and monitoring for agent performance improvement.

7. Compliance & Security:

• Data Protection: Comply with GDPR and other data security standards.
• Auditing: Leverage call recording for regulatory compliance.

9. Customer Self-Service:

• Portals & Knowledge Base: Empower customers to resolve issues independently.

10. Global Reach:

• Multi-Language Support: Cater to global customers with multi-language options.
• Local Compliance: Ensure adherence to regulations in different regions.

These features make Enghouse Presence Suite a powerful solution for optimizing contact center operations and delivering exceptional customer service.