Multimedia Management

Overview

Multimedia management includes telephony, email, SMS, fax and voice mail and helps streamline contact center operations.

Universal Queue for Multiple Media

Contivio services are built around a universal queue with skill-based routing of voice, voice mail, email and chat interactions. Agents can be assigned multiple skills with several proficiency levels for each skill.

Queued Email

Most organizations are not equipped to manage the increase in customer emails. With Contivio you can manage service levels for email and chat and ensure that you are providing the service your customers deserve regardless of how they contacted you.

Queued Voice Mail

Contivio supports voice mail queues. These are associated with IVR script logic and waiting on hold timeouts. Messages left in voice mail queues are associated with skills and priorities similar to any other interaction. As soon as there is an available agent with the appropriate skill and priority, the voice mail is pushed to the agent. Full contact center metrics are available for voice mail handling.

Main Benefits