IVR
Automate interactions with your clients. Integrate third party systems into your workflow |
CTI
Complete control of all media channels - unlimited integration capability |
Skills-Based Routing (ACD)
When a live agent is needed, routes the call to the right queue, gives it the right priority, and routes it to the next available agent who is most capable of handling the call |
VoIP
Phone calls are transmitted over the internet using Voice over IP technology. No phone lines are required for users and there are no long distance fees between users and the system. |
Predictive Dialer
The Contivio Predictive Dialer allows your call center to comply with regulations while improving productivity. It dials your call lists across multiple campaigns, detects answering machines and busy signals, avoids "do-not-call" numbers, and automatically adjusts the dialing pace according to agent availability. |
Voice Recording
Conversations between agents and callers can be recorded, either at the agent’s discretion or automatically, so that managers can assess the quality of the customer experience and use the recordings as supporting documentation for transactions. |
voicemail
Improves customer service by allowing callers to leave voicemails for agents that can be reviewed later by agents and managed by administrators. When voicemails are urgent, email notifications can be set to optionally attach the voicemail. |
Patented CRM Integration
Contivio’s patented “Angels” allow us to integrate into any CRM or backoffice system within minutes.They also turn any system (web sites, green screens) into a webservice thereby offering unlimited workflow (e.g. IVR) and automation possibilities. |
Web Integration
Contivio’s patented ‘Angels’ offer unlimited integration capability. |
Multimedia Management
Telephony, email, or SMS channels - all in one application |
Quality Monitoring
Supervisors can help ensure a positive customer experience by monitoring agent activity such as conversations with callers and inter-agent instant messages |
DNC Compliance
Contivio is designed to support compliance with applicable calling regulations, including do-not-call (DNC) and call abandonment restrictions. |
Real-time Reporting
Supervisors can operate the call center more effectively by monitoring contact center statistics and Key Performance Indicators (KPIs), personalizing their views and alerts, and viewing real-time information |
Campaign and List Management
Capability to manage and filter lists, use extensive configuration and calling profile options, and tune campaign parameters on the fly to improve your outbound campaign performance. |
At Home Agents
Agents can log in from virtually any internet connection. Contivio allows you to support a distributed workforce, flexible resource allocation, and new hiring models. |
Auto Dialer
Contivio’s Auto- Dialer allows your call center to comply with regulations while delivering pre-recorded messages. It dials your call lists across multiple campaigns, detects answering machines and busy signals, avoids "Do-Not-Call" (DNC) numbers and allows called parties to add themselves to the DNC list, and can connect a party to a live agent when needed. |