SuitePlus Improves Their Contact Center With Skills-Based Routing

About SuitePlus

SuitePlus is a Brazilian information technology and consulting company established in 2007. Specializing in NetSuite implementation, they provide a complete system including full-featured accounting, CRM, inventory and eCommerce.

“Contivio continually impresses us. We incorporate new features daily, enhancing our customer service.”

~MARCUS ROCHA,
CLIENT FULFILLMENT MANAGER

At a Glance

Website: suiteplus.com
Industry: Software
CRM: NetSuite
Customer Since: December 2012
Why Contivio:

  • NetSuite integration
  • Concurrent User Pricing
  • Skills-Based Routing

Challenges

  • Had agents logging in from different time zones
  • Needed a cost-effective solution
  • Their customers were multilingual and needed to speak to agents who could understand them

Local compliance issues are a frequent barrier within the software industry. In order to successfully implement any type of software, you must verify its compatibility with local and national laws. SuitePlus has identified these issues and developed a fully functional platform to roll out Netsuite in Brazil. Taking into account laws, customs, and language, SuitePlus has hit the Brazil market running with no signs of looking back.

“Pricing is always a huge factor when it comes to buying software. Fortunately with Contivio, not only is their product offering substantial, but their pricing is extremely reasonable.”

~MARCUS ROCHA
CLIENT FULFILLMENT MANAGER

Solutions

  • Concurrent User Pricing to Keep Costs Low
  • Skills-Based Routing to Speak to Customers in the Right Language

One of the biggest hurdles SuitePlus faced was identifying a solution that met their functionality needs, at a reasonable price. Because their agents handle calls at a variable rate, they were looking for a solution that was flexible, not billing their inactive users. With Contivio.com they were introduced to a pricing model based on concurrent users, which was exactly what they were looking for.

According to Marcus Rocha, “Pricing is always a huge factor when it comes to buying software. Fortunately with Contivio.com not only is their product offering substantial, but their pricing is extremely reasonable.”

International companies must structure their workforce to accommodate non-native languages. Because SuitePlus conducts business both domestically in Brazil and abroad, it is important to have qualified agents to handle calls in other languages. In order to ensure calls are handled by qualified agents, SuitePlus was looking for a solution that could route calls based upon certain skills.

“Skills based routing was a must have feature for our company, with Contivio we rest assured that calls are being routed accordingly,” Says Rocha.

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