About Contivio Contact Center
Contivio Contact Center is a contact center software from Contivio designed for NetSuite and other CRMs to improve productivity. It combines AI call summaries, automated workflows, and native CRM integration so users can manage customer interactions efficiently. This platform supports a mobile CCaaS model, enabling teams to connect with customers from anywhere. Additionally, it offers omnichannel capabilities to integrate various communication channels, improving response times. The system is particularly useful for sales and support teams that require simplified operations across different platforms. Key capabilities: AI call summaries automated workflows native CRM integration mobile CCaaS omnichannel support Best for: businesses that need an effective solution for customer engagement and operational efficiency.
Contivio Contact Center is a cloud-based contact center management solution designed to help businesses manage customer service and sales operations efficiently. It offers a range of features including call monitoring, recording, conferencing, transferring, and forwarding. The software is particularly beneficial for sales teams, marketing groups, and service operations as it helps streamline customer interactions and improve overall customer experience. The user interface of Contivio Contact Center is intuitive and user-friendly. It provides a seamless experience with a dashboard that allows users to control various functions easily. The application can be set to launch automatically upon login, which enhances convenience for users. However, some users have reported issues with logging out and call tracking, which can be a bit frustrating. In terms of functionality, Contivio Contact Center stands out with its ability to handle multiple communication channels, including phone calls and chat. It offers features like automatic call routing based on custom fields such as skills, priority, and operating hours. The software also supports self-service IVR, call back features, and satisfaction surveys through IVR.
Pros & Cons
- +1. Accessibility via Wi-Fi: Allows users to access the system and communicate with clients from anywhere with a Wi-Fi connection, supporting remote work and travel.
- +2. "Away" Functionality: Provides a feature for sales teams to indicate their availability, reducing distractions and improving internal communication efficiency by making team member status visible.
- −1. Lack of iPhone App: No dedicated iPhone application, limiting accessibility in situations without Wi-Fi.
- −2. Unclear Logout Indication: Difficulty in determining when the software has logged the user out, potentially leading to missed calls.
Features
Key features
- 1. CRM Integration
- Deep integration with various CRMs (NetSuite, Salesforce, Microsoft Dynamics, Zendesk, etc.) allows agents to manage calls and access customer data directly within their CRM interface. This eliminates the need to switch between applications.
- 2. Omnichannel Solutions
- Supports multiple communication channels beyond voice, enabling a consistent customer experience across different platforms. This is implied by the "Omnichannel Solutions" section, although specific channels aren't detailed in this excerpt.
- 3. Intelligent Routing & ACD (Automatic Call Distribution)
- Efficiently routes incoming calls to the most appropriate agent based on predefined criteria, improving call handling efficiency. This ensures customers are connected to the right person quickly.
- 4. Call Recording & Monitoring
- Allows for real-time monitoring of agent calls and review of past recordings for quality assurance and training purposes. This helps maintain service quality and identify areas for improvement.
- 5. Toolbar App for Telephony Controls
- Provides easy-to-use telephony controls directly within a toolbar app, eliminating the need for separate phone systems. This simplifies call management for agents.
- 6. Dynamic & Local Caller ID
- Allows presenting different phone numbers as the outbound caller ID, including localizing the ID to match the customer's location. This can improve call answer rates and build trust.
Additional features
- 1. Take & Make Calls
- Basic telephony functionality for placing and receiving calls.
- 2. Intelligent Routing & ACD
- Automatically distributes incoming calls to the appropriate agents.
- 3. CRM Integration
- Integrates with various CRM platforms for seamless data access and call management.
- 4. Management Tools & Reporting
- Provides tools and reports for managing and monitoring contact center performance.
- 5. Omnichannel Solutions
- Supports multiple communication channels (implied, not explicitly listed here).
- 6. Call Recording & Monitoring
- Records and allows monitoring of agent calls.
- 7. Call Disposition, Notes, Wrap Up
- Allows agents to categorize calls, take notes, and complete post-call tasks.
- 8. Call Forwarding, Transferring, Conferencing
- Standard call management features for handling call flow.
- 9. Trigger and Sync Scheduled Calls
- Integrates with CRM scheduling to automate follow-up calls.
- 10. History Search & Agent Reporting
- Allows agents to track their own performance and review call history.
- 11. Stand Alone PBX Offering
- Provides a basic PBX solution for users not part of the contact center.
- 12. Speed Dial, Company Directory
- Quick access to frequently called numbers and internal contacts.
- 13. Dynamic & Local Caller ID
- Presents different outbound caller IDs, including localized numbers.
- 14. Hot-Desking & Remote Agents
- Supports agents working from different locations or shared workstations.
Pricing
Countries & Languages
Interface languages
Billing currencies
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About Contivio Contact Center
Contivio Contact Center is a contact center software from Contivio designed for NetSuite and other CRMs to improve productivity. It combines AI call summaries, automated workflows, and native CRM integration so users can manage customer interactions efficiently. This platform supports a mobile CCaaS model, enabling teams to connect with customers from anywhere. Additionally, it offers omnichannel capabilities to integrate various communication channels, improving response times. The system is particularly useful for sales and support teams that require simplified operations across different platforms. Key capabilities: AI call summaries automated workflows native CRM integration mobile CCaaS omnichannel support Best for: businesses that need an effective solution for customer engagement and operational efficiency.
Contivio Contact Center Details
Contivio Contact Center's In-App Market Place
Does Contivio Contact Center have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
USD ($)
Pros & Cons
- 1. Accessibility via Wi-Fi: Allows users to access the system and communicate with clients from anywhere with a Wi-Fi connection, supporting remote work and travel.
- 2. "Away" Functionality: Provides a feature for sales teams to indicate their availability, reducing distractions and improving internal communication efficiency by making team member status visible.
- 1. Lack of iPhone App: No dedicated iPhone application, limiting accessibility in situations without Wi-Fi.
- 2. Unclear Logout Indication: Difficulty in determining when the software has logged the user out, potentially leading to missed calls.
Contivio Contact Center's Support Options
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