Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

How can you integrate NetSuite cases into your call center? - Contivio - ContactCenterWorld.com Blog

How can you integrate NetSuite cases into your call center?

Since NetSuite Case Management goes hand-in-hand with customer service & support, Contivio has developed seamless integration with cases across all channels - including phone.

Many of our clients have an option in their IVR to reach customer service. With Contivio, it’s a best practice to give the caller a choice to either:

  1. Report a new support issue, i.e. create a new case.
  2. Check in on an existing issue, i.e. look up an existing case.

When the rep is offered the call, he or she will get a NetSuite screen pop with either a new case (if the user selected option 1), or an existing case record (if the user selected option 2).


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

Contivio can also add specific routing rules so that the caller is routed to the agent that was assigned to the case, or the customer’s dedicated Sales rep in NetSuite. After the call ends, you can configure Contivio to automatically push notes, dispositions and call recording URLs within NetSuite as an activity attached to the case or customer record - so you can reference it in the future.

In addition to screen popping and routing, Contivio also has IVR self-servicing capabilities. This means that Contivio can reference NetSuite to feed information back to the customer, without any agent involvement. For example, if the customer presses “2” for an existing case, the IVR can prompt them for their case # and return the latest status (i.e. Escalated, Completed, In-Progress). From there, if the customer wants to speak to the representative anyway, all they would need to do is stay on the line. When the rep gets offered the call, they’ll have the case screen pop for quick review.

Source: https://go.contivio.com/blog/integrate-netsuite-cases-into-your-call-center

Publish Date: January 29, 2018 5:00 AM


2021 Buyers Guide Surveys

 
1.) 
Nuxiba Technologies

Reminder
Provide an unparalleled, engaging user experience for the creation of dynamic voice broadcasting campaigns. Its block-based interface enables you to develop easy to complex call flows aligned with given strategic business targets by simple drag and drop operations.

Mass Automated Telephone Surveys are based on a key-pad answering system that enables you to poll large audiences with your own custom questions. They are great for:

- Building Customer Loyalty
- Lead Generation
- Enhancement of Current Service Portfolios

Manage the platform with great ease and assess your results. Schedule your demo or request a quote today!
 



View more from Contivio

Recent Blog Posts:
Contivio’s New and Improved Contact Management Software User InterfaceSeptember 16, 2021 5:00 AM
Live Chat Updates to Contivio’s Call Center SoftwareSeptember 16, 2021 5:00 AM
Contivio Connect: Our Upgraded Admin Portal for your Contact Center SoftwareSeptember 16, 2021 5:00 AM
The Customer Journey with Contivio’s Call Center SoftwareSeptember 16, 2021 5:00 AM
Automatic Dialers 101: Which auto-dialers are available and what are the benefits of each?February 26, 2018 5:00 AM
The Benefits of Using NetSuite Case ManagementJanuary 29, 2018 5:00 AM
How can you integrate NetSuite cases into your call center?January 29, 2018 5:00 AM
How can you use NetSuite cases with Live Chat?January 29, 2018 5:00 AM
The Best Ways To Survey Customers From Your Call CenterNovember 27, 2017 5:00 AM
Contivio Joins the Oracle+NetSuite SDN Partner RoadshowNovember 1, 2017 5:00 AM

About us - in 60 seconds!

Submit Event

Upcoming Events

Everything You Want To Know About The Most Prestigious Awards In The Industry! Read More...
 585 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =