M+Group Selects VCC Live to Get the Most of Their IVR Call Flows

M+Group, the largest independent contact center and business process outsourcing (BPO) company in the CEE region has decided to utilize VCC Live’s cloud contact center solution to handle their global call activities.

Founded in 2007, M+ group delivers innovative customer experiences to customers around the world. The company headquarters are located in Zagreb, with four additional offices and over 2000 employers in the region.

As an outsourced contact center, serving thousands of customers all over the world, M+Group handles all kinds of activities, from telesales and debt collection to technical support and customer service. With hugely diverse projects and customer requirements, the company needed a reliable solution with a wide range of customizable features, including a personalized and highly-customizable IVR system.

And this is how VCC Live came into the picture: at VCC Live, we don’t only develop solutions that fit companies operating in a wide range of industries but also offer them customized features on request. As such, we were able to offer M+Group a unique IVR system, set up and personalized by our expert team, allowing them to start to use VCC Live with more than 100 operators to handle both their incoming and outgoing calls.

As requested by M+Group, VCC Live’s customized IVR tree routes calls based on multiple rules. For instance, there are rules allowing unanswered calls to be routed to different queues, while other rules define for how long a call can ring before being routed to another queue. The IVR also supports skills-based routing, and has advanced rules for VIP customers, holiday periods and out-of-business hours.

“We are looking forward to a fruitful partnership with M+Group,” said Norbert Simán, Customer Success Manager at VCC Live. “And are ready to help them deliver the best possible results to their customers across the world.”