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Business Continuity
On-demand continuity for your mission-critical contact center
Solution Overview
When your call center is mission-critical for your business, a prolonged service outage due to natural disaster or technology failure can be a crippling blow to your company's long-term success. And, with unexpected peaks in traffic, you may miss out on critical business opportunities. With Contivio, you can leverage the leading on-demand contact center software to ensure business continuity during the most challenging times:
- Access to sophisticated inbound and outbound call center features
- Productive agents around the world: onshore, offshore or at home
- Ability to turn on and increase licenses on-demand
- Reduced infrastructure and maintenance expenses
When you need it most, Contivio allows you to focus on a rapid recovery, offering peace of mind in knowing that your contact center can handle the toughest challenges and continue to provide world-class customer service.
Solution Benefits
Advanced Call Center Features On-Demand
Contivio provides essential features for blended inbound and outbound call centers, including IVR, ACD and skill-based routing, workforce management and integration with any CRM software. You can ensure that when your contact center service is down, Contivio can bring you back up quickly and continue routing customers to the right agents, supplying them with the information they need as soon as each call, email, fax or SMS arrives.
True Virtualization
As the world’s leading on-demand contact center solution, Contivio leverages VoIP and web-based applications to provide you the ultimate flexibility when deploying your backup or overflow contact center. Whether your agents are in your center or at home, they all access a clear and reliable communication channel. Additionally, regardless of where your agents are located, your supervisors and managers will be able to monitor daily operations in real time and communicate with agents and each other with our built-in chat and message broadcasting features.
SaaS: On-Demand Service & Scalability
Because it's Software-as-a-Service, Contivio enables you to quickly turn on or increase capacity without the physical and operational constraints associated with premise-based solutions. When you need a backup call center to insure against a major disaster or technology failure, Contivio can remain ready to start taking calls the same day. If your business requires additional capacity to cope with an unexpected peak in traffic, Contivio can help. Contivio runs in telecommunications-grade datacenters and is attended by support staff around the clock. In addition to redundant network connections and power supplies, our fully-dedicated support team helps ensure that your Contivio is there when you need it most.
Reduced Infrastructure Costs
Maintaining a backup or overflow call center is an expensive proposition. With redundant hardware and physical locations, your capital costs can soar, often more than doubling the expense of running a single call center operation. By leveraging the Contivio on-demand solutions, you can save on these costs without compromising on your contact center's availability at critical times.
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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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