AI-Driven Customer Engagement with Contivio and NetSuite

Posted by Sarah Buchanan on 12/9/24 10:54 AM

Imagine a contact center where every interaction is smarter, faster, and more personalized. Contivio, in collaboration with NetSuite, is making this a reality with its cutting-edge AI-powered voice solutions. These innovations aim to transform the way your sales and support teams interact with customers, creating seamless, data-driven experiences across multiple communication channels.


Here’s what’s on the horizon with Contivio’s AI and NetSuite integration:

  1. Instant Customer Insights: The moment a call hits the queue, AI leverages customer data from NetSuite to provide agents with a detailed dashboard. From communication history to sentiment analysis, agents gain a 360-degree view of the customer journey at a glance.

  2. AI-Powered Transcriptions and Sentiment Analysis: Transcripts of calls and messages are not only synced automatically with NetSuite but also enriched with sentiment insights. Supervisors and team leads can drill down into key moments, uncover patterns, and address areas of improvement.

  3. Smart Automation for Follow-Ups: With AI seamlessly integrated into NetSuite workflows, automation takes center stage. Think automated SMS updates about orders or outbound calls scheduled post-purchase—all designed to keep your customers engaged and informed.

  4. Comprehensive Call Summaries: Agents and supervisors can access call summaries, proposed dispositions, customer satisfaction ratings, and even automated scorecards—all synced directly into NetSuite for maximum efficiency.

  5. Multichannel Mastery: Whether it’s voice, live chat, or SMS, agents can handle it all from one centralized interface. Incoming chats trigger instant screen pops with customer data, ensuring no time is wasted in delivering exceptional service.

These advancements don’t just streamline operations—they empower your team to deliver personalized, proactive service that builds trust and loyalty.

Curious to see these features in action? Watch the video above for a firsthand look at how Contivio and NetSuite are revolutionizing customer engagement with AI. Explore the possibilities today!

Written by Sarah Buchanan

Sarah Buchanan
Born and raised in the San Francisco Bay Area, Sarah now resides in Orange County, CA with her family. In addition to a strong background in sales and customer success, Sarah has 7 years of call center management experience. Her deep understanding of the crucial requirements for both users and supervisors within a contact center platform sets her apart, making her a valuable asset to the Contivio team.

Who is Contivio?

Contivio is an omnichannel cloud contact center & telephony solution that integrates with almost any CRM or ticketing system to increase agent efficiency and improve customer experiences. 

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