“Virtual PBX”: effective business management tool from Viva

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 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.