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Contivio Contact Center in the Cloud
Contivio’s patented contact center and telephony technologies rapidly address the changing needs of companies sales, marketing and customer service operations.
In order to attract the right local talent to provide the best customer service across different regions acround the globe, whilst at the same time driving down costs and increasing operational efficiency, companies are rapidly moving to cloud based technologies and implementing a distributed agent strategy. If you have access to Microsoft Internet Explorer and a headset, you can be up and running with a best-in-class contact center and telephony solution within hours…including integration to your back office systems!
Contivio has truly revolutionized the concept of call center and telephony deployment; delivery via a toolbar in your browser, VoIP phone interoperability, integration to every VoIP network, "tier 1" functionality at SME pricing coupled with patented integration to any windows or web application means... Contivio presents an unrivalled value proposition.
- Reduce call center operating costs as you pay for what you need when you needed it
- Improved customer satisfaction through intelligent routing and customer information instant availability
- Reduce staff turnover and retain skilled employees.
- Eliminate CRM integration and ‘per campaign’ costs.
- Manage the increased burden of compliance, business continuity and disaster recovery.
- Familiarity of the Microsoft look and feel means lower agent training costs.
- Capture the business benefits without committing to expensive upfront capital costs.
- Leverage your existing CRM investment, regardless of whether it's web or windows, hosted or on-premise.
- As Contivio is delivered both via your browser and VoIP handset, Contivo goes beyond just contact center functionality and can be used to replace or enhance your existing phone system.
Functionality
Contivio features include multi-channel inbound and outbound contact voice, email, fax, SMS, voicemail and webchat (Q4, 2011). In addition, Contivio.com has almost every contact center feature ever desired such as automatic outbound dialer, user driven interactive voice response, VXML based speech recognition, contact center real-time performance monitoring, user configurable instant reporting, routing integrated workforce management, powerful yet very simple to use routing engine and our patented zero software integration CRM screen pop Angels, broadcast messaging and much more. Contivio applications are all web based, can be used in any distributed environment, flexible and very easy to use. Contivio is the most modern contact center technology placing it in a class of its own.
Reliability
Contivio has been designed and developed by seasoned telecommunication and IT experts to support 99.999% telco reliability. This “Tier 1” capability provides deep functionality yet is presented with simple and intuitive tools; such technology allows Contivio to not only scale as you grow but empowers your personnel to adapt the system to your changing needs. Deployed in data centers globally (Amazon Web Services and Equinix), we offer your enterprise "A grade" uptime, security and business continuity.
Efficiency
The top challenge faced by companies implementing a virtual call center is obtaining real-time visibility and control over distributed agents. Contivio comes with “Tier 1” quality real time statistics and queuing management ensuring your call center managers can drive agent efficiency and customer satisfaction. Contivio call monitoring enables your call center supervisor to listen in and train your staff remotely, while call recording enable you to test and maintain your staff skills.
Integration
Contivio’s patented integration “Angels”. The Angels are an intelligent group of software “robots” that learn how humans use software applications such as CRM, ERP, or any other windows or web based product, and then extend the applications’ integration and automation capabilities. With the ability to compile web service wrappers for any application together with a “human driven” automation assistant to drive workflow and integration rules, Contivio has unparalleled integration capability… , SugarCRM, NetSuite, SalesForce.com, Microsoft CRM, Leads 360, Google, Zoho, RigntNow, StayinFront, Oracle, SAP, Siebel, Onyx, Pivotal, Sage SalesLogix…to name a few!
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"We needed a contact center to drive operational efficiencies whilst increasing customer satisfaction. Contivio has exceeded our expectations on all counts! "
Andrew Murray
CEO, Genero Group
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