Contivio Contact Center as a Service (CCaaS)

Contivio is a provider of cloud-based contact center software solutions, catering to businesses of various sizes. The company's software is designed to easily integrate with any Customer Relationship Management (CRM) system or Voice over Internet Protocol (VoIP) provider, enabling a seamless connection between the contact center operations and the rest of the business. Contivio emphasizes on enhancing agent productivity and control over sales and customer service processes. By enabling features such as sales cadences across campaigns and automated follow-ups, Contivio ensures that communications and tasks do not fall through the cracks, fostering a more organized and efficient workflow.

The product offerings from Contivio include a multi-channel contact center platform that supports both inbound and outbound communication streams, including voice, chat, email, and social media channels. This flexibility allows businesses to cater to the preferences of their customers across various platforms, thereby improving customer experience and engagement. Additionally, Contivio's software includes functionalities such as "Disposition Drive Cadences" for automating follow-ups directly in the CRM, as well as an "Away" function that helps sales teams minimize distractions and improve focus on customer interactions. Despite some challenges with visibility regarding login status which may affect call receipt, the overall feedback points to enhancements in communication efficiency among team members and with customers. Through strategic partnerships, like their collaboration with NetSuite for Pure Hockey, Contivio continues to focus on unifying communication channels and providing innovative solutions to meet the evolving needs of modern businesses.

Contivio.com provides a comprehensive suite of features for businesses looking for an advanced, cloud-based contact center solution that seamlessly integrates with any CRM system. This versatile platform offers both inbound and outbound communication capabilities, ensuring that businesses can manage their customer interactions efficiently across multiple channels. The core features highlighted include:

1. **Blended Inbound and Outbound Communication**: Contivio.com supports a mix of inbound and outbound communication efforts, allowing for a unified approach to customer engagement. This ensures businesses can handle customer queries and outreach campaigns simultaneously without the need for separate systems.

2. **CRM Screen-Popping on Any Criteria**: The software integrates deeply with CRM platforms, providing screen-pops based on any criteria set by the business. This means that agents can have immediate access to customer information, history, and context the moment a call is connected, enhancing the customer service experience.

3. **Live Chat & Chatbots**: Recognizing the growing preference for chat-based communication, Contivio.com offers live chat and chatbot features. This not only allows customers to choose their preferred mode of contact but also helps in managing inquiries more efficiently through automation.

4. **CRM Power Dialer**: The platform includes a CRM-powered dialer that automates the calling process, enhancing productivity for sales and marketing teams. This feature ensures follow-ups and sales campaigns are conducted systematically, with calls either auto-scheduling in the CRM or reloading within the dialer for easy management.

5. **Quality Assurance & Monitoring**: To maintain high standards of customer service, Contivio.com provides tools for quality assurance and monitoring. These features empower businesses to monitor interactions, ensure compliance, and train agents effectively.

6. **Real-time Statistics & Reporting**: Access to real-time data and comprehensive reporting tools enables businesses to make informed decisions, optimize operations, and improve service levels by understanding customer interactions and agent performance in detail.

7. **Workforce Management**: Contivio.com includes workforce management features that help in scheduling, forecasting, and optimizing staff allocation based on interaction volume, ensuring that customer queries are handled promptly and efficiently.

8. **Skill-based routing & Priority-based queuing**: Customers are directed to the most appropriate agent based on their needs, using information such as account numbers or zip codes for routing. This ensures that customers receive the best possible care from the agent or self-service IVR most qualified to handle their specific queries or issues.

9. **Automated Call Distribution (ACD)**: Features comprehensive routing options including skills-based routing, queue priority routing, CRM record owner routing, schedule & shift routing, operating hours routing, holiday routing, and SLA routing. This ensures that incoming communications are managed according to business rules, agent skills, and customer importance, streamlining the handling process and optimizing customer satisfaction.

10. **Call Notification**: In case of an unanswered incoming call or chat, Contivio.com triggers an email notification to a remote agent, giving them the option to pick up the inquiry from a remote location, ensuring that customer interactions are not missed.

These features make Contivio.com a highly adaptable and feature-rich solution for businesses aiming to enhance their contact center capabilities, improve agent productivity, and deliver superior customer experiences across various communication channels.

Contivio.com's Contact Center packages include all features right from the start. For users who need stand-alone PBX add-ons, these are available at a discounted rate of $10 monthly per user. The pricing structure for Contivio.com's services is based on the number of concurrent users rather than named users, with rates beginning at $99 per user per month, encompassing all available features. Additionally, there is a seat price range mentioned that varies from $79 to $99 per user per month, dependent on the seat count.

Teeter, a company committed to improving its agents' performance and customer service, is a notable customer of Contivio.com. After migrating their Call Center to Contivio's platform, Teeter experienced significant improvements including better call quality and reliable NetSuite integration. Their management team has valued Contivio's impact on efficiency, reducing manual activity logging and gaining accurate views of call metrics. Furthermore, Teeter has utilized Contivio's Call Survey features to capture customer feedback, directly enhancing service quality and agent performance. This implementation has also enabled Teeter to access real-time reporting capabilities, helping manage call waiting times and agent availability more effectively.