Microsoft Viva has hit a landmark of 20 million monthly active users, despite only launching in February 2021.
Such encouraging results come as Microsoft promises to expand the solution – now used by the likes of Finastra, SES, and Unilever - to meet role-specific needs.
Viva Sales is already giving a taster of this. Sharing an example in a recent earnings call, Satya Nadella, Chairman and Chief Executive Officer at Microsoft, said:
Viva Sales is helping salespeople at companies like Adobe, Crayon, and PwC reclaim their time by bringing customer interactions across Teams and Outlook directly into their CRM system.
By bringing such use cases deeper into the contact center, Viva has the potential – in the future - to delve into separate applications and surface helpful insights to agents, perhaps in real-time.
As more contact centers integrate with Teams, such a prospect draws closer, which will likely push those 20 million monthly active users up even higher.
Yet, the possibilities expand far beyond the contact center and may impact CX in other ways. For example, by delivering customer insights across the business, the customer perspective may start to seep its way into more business decisions.
Of course, these are all possibilities that extend far into the future.
Yet, with Microsoft’s significant enterprise reach, many more opportunities to drive employee and customer experience forward through Viva will likely come to the fore.
Microsoft's Employee Experience Platform
Integrated into Microsoft Outlook and Teams, Viva brings together communications, insights, knowledge, and learning within the flow of everyday work – leveraging information from various enterprise systems.
Such systems include Salesforce, SAP Success Factors, ServiceNow, Slack, Zoom, and many more.
Given this range of partners, businesses can use Viva to spotlight relevant learning resources, business intelligence insights, and performance statistics.
For instance, perhaps a team harnesses ServiceNow. Through Viva, employees could automatically pull knowledge articles, request access to particular applications, or book an office workspace.
Such examples highlight how businesses can bolster their WFO efforts, across many departments, from service to IT to HR and so on.
From a CX perspective, the obvious benefit follows the adage: happy employees = happy customers.
