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Contivio - ContactCenterWorld.com Blog

Contivio & NetSuite - The Ultimate Contact Center in the Cloud

Contivio & NetSuite have combined to deliver the ultimate contact center in the cloud. Every NetSuite instance can be extended into a powerful call center product coupled with omnichannel capabilities where customers can choose their channel of choice (e.g., Voice, SMS/MMS, Email and Live Chat). 

Our leading NetSuite integrations have revolutionized the concept of contact center deployment, whereby your call center staff can leverage practical AI across all unified channels. Lets dive into the must have tools that will place your call center on steroids and transform your business into a fine tuned coalition.

Automation 

Equip your sales and support teams with tools to streamline the lead to cash cycle and improve your customer experience.

 

  • Intelligent Screen Pops: Save time and increase customer satisfaction by ensuring the customer is routed to the right agent with cloud AI across all media channels. Our dynamic screen pops ensure the customer dashboard page is immediately popped displaying all customer details, past interactions across multiple channels, and ERP data. This 360-degree data works great for both sales and support staff. 
  • Interact on your customers channel of choice: Let your customers contact you on the channel that is convenient to them and empower your support team to follow up on any other channel whether that be voice, SMS, live chat, email, or fax.
  • Schedule follow-up calls: Sales and support reps have full autonomy to schedule a call directly from NetSuite and leverage Contivio to auto-trigger that task, mitigating any chance of reps forgetting to follow up when scheduled.

Source: https://go.contivio.com/blog/the-ultimate-contact-center-in-the-cloud

Publish Date: November 30, 2022


The Customer Journey with Contivio’s Call Center Software

With Contivio’s Call Center Software, you can find satisfaction in knowing that your customers will be met with ease and accessibility when it comes to navigating your site and interacting with your representatives. 

Your Customers Matter to Us

Contivio’s call center software gives your customers more ways to interact with you. With expanded functionality to handle SMS/MMS, and intelligent live chat, customers have more flexibility and an easy-to-use format.

Expanded Functionality

We’ve improved the customer experience with Contivio’s call center software. Now, when a customer chats with one of your customer service representatives, they can communicate via SMS/MMS. Customers can text and send photos instead of calling or emailing your representatives. All back-and-forth messages, including images, are conveniently logged into your NetSuite for future use.

Chat Bot

The Chat Bot feature included with your call center software will assist your customers with questions they may have until a customer service representative is needed. 

The chat bot will preemptively ask customers questions to connect them to the information they’re looking for or to the most qualified representative for the situation. This saves both customers and representatives time.

The Chat Bot feature also learns when a customer is returning to the site and will ping them with the appropriate “Welcome Back” message. If they need more assistance, it can connect them with the rep they have been in contact with previously. 

When a user has completed their conversation, they can rate their experience with the site and with the communication overall, through the bot itself.

Customer Satisfaction to Drive Higher Sales

The flexibility of the customer journey through Contivio’s call center software is revolutionary. Questions are answered in less time, giving the customer a quicker and more enjoyable experience. 

With Contivio, satisfaction and ease of use are ensured all the way from the customer to the account executive. Contivio extends your CRM’s functionality to increase agent efficiency and create a personalized customer experience. Book a demo today to see how Contivio can be integrated with your current CRM.

Source: https://go.contivio.com/blog/automated-customer-retention-made-simple-with-contivio-0

Publish Date: September 16, 2021


Contivio Connect: Our Upgraded Admin Portal for your Contact Center Software

Contivio is leveling up, and we have a new admin portal for our contact center software. Easily manageable through your browser of choice, Contivio’s new admin portal gives you access to everything you need to manage multiple people and departments on the same screen.

The Big Picture - Main Dashboard Overview

With stats right at your fingertips, you’ll never miss a beat with our contact center software. Contivio’s new admin portal is not only browser friendly, but also provides you with a view of your staff by role, routing, scheduling, and activity reports right on your home page.

Staff by Role

Your Staff by Role feature allows you to manage and assign roles at every department level. You can view and make changes to specific staff members (e.g., clock out or change responsibilities), as well as easily access a detailed look at their roles and levels of access through a convenient drop-down menu. Call center users and PBX users can be easily switched around to provide more or less responsibility to each employee. 

The best part? You can manage multiple people from the same screen!

Routing

Manage operating hours and holidays through the Routing Rules feature and the Routing Wizard. In Contivio’s contact center software admin portal, you can see operating hours, holiday hours, performance, and wait time for your staff members and their callers. This allows your team to effectively manage queues and keep your customers satisfied. 

Routing rules define what happens after hours, during hours, during holidays, and more. Here you are able to drag and drop call queues to meet the needs of your staff and your company hours.

The Routing Wizard shows you a view of all departments and their hours with ease.

Schedules

From your home page, you can use the Schedules feature to pick a person who’s in a call center and predefine their scheduling.

Queue Management

The Staff by Queue feature on the Contivio contact center software’s admin portal is revolutionary. We’ve made it possible for you to manage each queue with simplicity on our innovative and browser-friendly interface.

At Contivio, we’re dedicated to providing you and your team with an all-inclusive cloud contact center software solution to drive success and customer satisfaction. Our admin portal will provide a fresh look and game-changing productivity.

Contivio integrates directly into your existing CRM seamlessly to give both your agents and customers the tools they need to have a great experience every time. Click below to schedule a free demo to learn more about Contivo’s IVR system for business, or contact us with any questions.

Source: https://go.contivio.com/blog/automated-customer-retention-made-simple-with-contivio-0-0

Publish Date: September 16, 2021


Live Chat Updates to Contivio’s Call Center Software

With Contivio, customer service can be in the palm of your customer’s hand. Our Chat features simplify customer service and make it easier for customers to reach out if they need help.

Customize The Look

You can customize your chat interface to match your branding. Contivio’s Live Chat comes with the option to pick your own colors, themes, and icons. Additionally, you can add and change your logo on the chat and add or remove parts of the chat that you may or may not want to be visible.


Eye Capture

With the Eye Capture feature, you can enable different forms to pop up on different pages based on certain criteria and behaviors of the user. For example, if a prospect is on a certain page for over 10 seconds, or if they’ve been there before, the automated bot system will present messages to increase engagement and user activity based on what it knows about the user.

Simplicity and Feedback

With Contivio’s Live Chat updates, you no longer need to worry about tricky coding. We’ve pre-built a variety of forms for you like this satisfaction survey. All you need to do is choose your customizations.

Preferred-Agent Routing

Contivio’s Live Chat features also provide preferred-agent routing capabilities. When a customer is in need of assistance, we match the information to a CRM record and send it to the correct agent for the task. If that agent cannot take the chat, it will be transferred to the next-best agent for the task.

With our Live Chat features and admin portal, Contivio has the power to bring your business productivity to the next level. Book a demo with us to see how we can improve your customer experience and improve your team’s productivity.

See it in Action

Check out how different businesses use Contivio’s Live Chat feature across their platforms. Each business customized the look and feel of the chat to better suit their brand. While all of the chats are placed in the bottom right corner, each has a unique way to capture your attention. 

Regina Andrew, a website powered by NetSuite, set up their Contivio chat as a full text box, making it easy for any interested customer to find a way to communicate with the business.

Taking a different approach, GC Supply places their Contivio chat in the right bottom corner with a chat icon. The bright green color pops off the page, making itself noticeable for customers with any questions or concerns.


Contivio makes customer service simple. With chats available and apparent on any page, it is easy for customers to reach out if they need help. See just how Contivio’s Live Chat improves your business’ productivity by booking a demo.

Source: https://go.contivio.com/blog/live-chat-updates-to-contivios-call-center-software

Publish Date: September 16, 2021


Contivio’s New and Improved Contact Management Software User Interface

Here at Contivio, we believe that a company is only as strong as its team. We’ve made updates to our user interface that will increase your team’s efficiency and productivity.

The Big Picture 

With a new user interface comes advanced chat functionality, support for SMS/MMS, and more. These improved functionalities in your contact management software also come with the option to have your interface show up as a floating window or in a fixed toolbar.

Floating Application

The floating application will appear as a small popup window on your screen. Here you will find missed calls, voicemails, sign-in information, scheduling, and more. The floating application also gives you the flexibility to move the window around as you please.

Toolbar

Your users can also choose to have their interface in the toolbar allowing them to keep their screen focused on the CRM and tasks at hand.

With a fixed toolbar, you can navigate and select tasks through drop-down menus.

New User Interface App

Simplifying the customer-service journey for your users and your customers, Contivio’s contact management software team has rolled out a new user interface app. 

With this app, you will be able to create a collection of pre-written "Chat Answers" to help reps quickly respond to questions or concerns that customers frequently have. This screen pop can have its own custom tab so that you can display multiple conversations on one screen. You won’t need to expand or toggle.

Support - Your Contivio Team Is Here for You

If you find yourself experiencing a call malfunction with the contact management software, you can easily submit a customer support ticket to your Contivio customer support team. 

With Contivio’s customer management software, your team will be able to efficiently manage their workload with our system’s improved functionality and your customers will be taken care of. Contivio can integrate seamlessly with your current CRM software. Book a demo now to see how we can bring your business to the next level.

Source: https://go.contivio.com/blog/automated-customer-retention-made-simple-with-contivio-0-0-0

Publish Date: September 16, 2021

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