Austin, TX, USA, Oct, 2021 -- Plivo, a cloud communications platform that enables businesses to engage with their customers, announced Contacto, the omnichannel, mobile-first contact center platform that delivers customer experiences with a human touch. Contacto allows B2C businesses in retail and ecommerce to boost customer service teams’ efficiency and enable personalized, high-touch interactions—weaving together artificial intelligence, sentiment analysis, and omnichannel capabilities to offer a service experience, embedded directly into brands’ websites and applications.
Now more than ever, customers interact with brands online. Ecommerce has soared throughout the pandemic—in the US, ecommerce sales in 2020 grew more than 30% from 2019, with mobile commerce accounting for 45% of the total market. And this trend shows no signs of slowing down. With more mobile-first customers, come more avenues with which customers can request help—retailers must be able to service their customers with the same experience regardless of channel—whether that be Twitter, Facebook, in-app chat, WhatsApp, SMS messaging, or voice call.
"Most businesses don’t have the time or resources to build out a fully customized call center. They’re already too occupied with running their own business," said Venky Balasubramanian, Founder and CEO at Plivo. "That’s why we created Contacto—so every company from Fortune 100s to small business owners can provide their customers with world-class customer service interactions. Contacto’s AI-powered chatbots can quickly qualify customers and escalate tickets seamlessly to live representatives, where real-time sentiment analysis helps them provide better service—all within the brand’s existing platforms."
"Plivo is in a unique position to offer vertically integrated, end-to-end products, and the market opportunity here is tremendous," said Balasubramanian. "As Plivo embarks on its next 10 years of growth, we look forward to continued innovation and evolution, while maintaining our focus on providing customers with the solutions they want and need to succeed."
Posted by Veronica Silva Cusi, news correspondent
About Plivo Inc.:
Plivo is a Cloud API Platform and a Global Carrier Services Provider for Voice Calls and SMS. Our mission is to simplify global telecom and enable access to quality cloud communications at a low cost.
Published: Thursday, October 7, 2021
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