“Virtual PBX”: effective business management tool from Viva

Staying connected with customers, getting positive feedback from them, and analyzing your employees’ performance are just a part of business processes. Missing calls, for example,       can lead to a decrease in revenue and loss of customers. However, it is possible to manage the business effectively and systematically with minimal efforts, in which the corporate customers of Viva - companies working in different spheres that use “Virtual PBX” - have become confident.

The company “PoPuti” which operates in the service sector has been using Viva’s “Virtual PBX” for over a year. As a platform that connects passengers with drivers, they have already noticed positive changes in their business: the branch exchange technology is a great help to them managing customer communication and increasing work efficiency.

“Viva’s virtual PBX saved our revenue as we were losing a big part of it. We had invested a large sum of money, but were barely seeing returns because of those losses. Viva’s PBX was just in time to help us: our business has grown by about 30-35% in not even a year but in just 9 months,” noted Avetis Avetisyan, “PoPuti” company’s coordinator.

Viva’s corporate customers consider this opportunity to multitask using a single tool as a significant advantage. Thanks to FMC (Fixed Mobile Convergence) technology, corporate phone numbers get connected to “Virtual PBX”, which provides:

• call waiting regardless of their number,

• voice greeting and call recording for enhanced service quality,

• call distribution and control over missed calls to ensure follow-up,

• statistics via web-interface and mobile app.

   

  Call statistics and work management can be monitored from any location both via computers and mobile applications. This allows the management team to be fully engaged in all aspects of business operations and focus not only on organizational matters but also on other business processes.

   

  “I want to note how much easier our work has become after using the “Virtual PBX”. Previously, we were losing calls, and consequently, customers. Now we don’t miss a single one: we can see missed calls on our “Virtual PBX” page and reach out to them. Another important thing is call recording which has a positive impact on our business. It allows us to improve service quality and increase customer satisfaction,” said Astghik Mayilyan, director of “PoPuti” company.

  The “Virtual PBX” is integrated with the largest customer relationship management systems, available in Armenia and CIS. It is a set of tools working with information that allows automating, optimizing, and increasing the efficiency of business processes. Moreover, the communication with customers will become more effective, based on the preferences of each customer.