Contivio's Summer 2020 Dashboard Release

By Tim Dancey on 5/27/20 6:48 PM

As your sales, customer service, and support teams are working from home, it’s more important than ever to have detailed insight into the efficiency of your call center. With that in mind, we’re pleased to release our next-generation dashboard for supervisors and agents. Simply select the “UPGRADE DASHBOARD” icon at the top right of your screen (when you login to the dashboard) and within seconds ...

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Topics: Contact Center Features

Contivio – A leading Cloud Contact Center Solution – Is Built From the Ground Up

By Tim Dancey on 4/16/20 1:06 PM

Contivio offers many features and functionality options that set us apart from competitors, but the thing that makes us the most unique is that we’ve built the entire Contivo system from the ground up, by hand, right here in house. Contivio is a call center and PBX solution that seamlessly integrates with your CRM and allows your team to do more. ...

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Topics: Contact Center Features

The Benefits of Using NetSuite Case Management

By Tim Dancey on 10/10/19 4:12 PM

A lot of clients ask us about NetSuite’s case management capabilities, and want to learn how they can integrate cases with their call center. We connected with our partners at NetSuite and our in-house CRM experts to give you the run-down on Case Management, and how you can take your NetSuite cases a step further with Contivio’s Omnichannel contact center solution....

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Topics: NetSuite, Contact Center Features, Omnichannel

Automatic Dialers 101: Which auto-dialers are available and what are the benefits of each?

By Tim Dancey on 2/26/18 12:22 PM

Automatic Dialers are used to improve agent efficiency in outbound or blended contact centers. If your Sales or Customer Service team has hundreds - or thousands - of numbers to dial, automatic dialing maximizes productivity and saves hours of valuable agent time. With the extra time savings, agents are able to focus on what they do best: speaking to prospects and customers. In this article, ...

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Topics: Demos & Videos, Contact Center Features, Sales & Outbound

How can you use NetSuite cases with Live Chat?

By Tim Dancey on 1/29/18 12:29 PM

Since NetSuite Case Management goes hand-in-hand with customer service & support, Contivio has developed seamless integration with cases across all channels - including live chat....

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Topics: NetSuite, Contact Center Features, Omnichannel, Live Chat

How can you integrate NetSuite cases into your call center?

By Tim Dancey on 1/29/18 12:29 PM

Since NetSuite Case Management goes hand-in-hand with customer service & support, Contivio has developed seamless integration with cases across all channels - including phone....

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Topics: NetSuite, Contact Center Features, Contact Center Best Practices, Omnichannel

Tracking emails in your call center using NetSuite case management

By Tim Dancey on 1/29/18 12:25 PM

Since NetSuite’s Case Management goes hand-in-hand with customer service & support, Contivio has developed seamless integration with cases across all channels. In addition to phone and live chat, Contivio also integrates with cases to track your inbound “Email” channel. ...

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Topics: NetSuite, Contact Center Features, Omnichannel

Convert Leads Faster with Lead Auto-Dialing

By Tim Dancey on 12/19/17 11:44 AM

We all know about the importance of following up with leads while they’re “hot” - or in other words, after they’ve expressed interest in your business by filling out a contact form, downloading an ebook or requesting a demo. But how many Sales reps actually contact a new lead while it’s still "hot"?...

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Topics: NetSuite, Demos & Videos, Contact Center Features

The Best Ways To Survey Customers From Your Call Center

By Tim Dancey on 11/27/17 2:27 PM

Whether you’re using Customer Satisfaction (CSAT) or Net Promoter Score (NPS) methodologies, Customer Surveys are an integral part of contact center management as they help bring to light any issues - or strengths - that are arising in your contact center. Collecting feedback from your customers post-communication allows you to get insights on:...

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Topics: Contact Center Features, Contact Center Best Practices, Omnichannel, SMS

Automatically Pause Call Recording When Taking Credit Card Information in NetSuite

By Tim Dancey on 8/15/17 9:14 AM

As the leading provider of Contact Center solutions for NetSuite, we’re continually evolving our product breadth. In large part due to great feedback from clients, and a platform completely built in-house, our innovation goals remains aligned with market demands....

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Topics: NetSuite, Contact Center Features