SuiteWorld 2023 Recap: Transforming Customer Engagement with Contivio and NetSuite

Posted by Sarah Buchanan on 10/24/23 9:12 AM

Welcome back to the Contivio blog! We are thrilled to share the exciting highlights from SuiteWorld 2023, a remarkable event that took place in Las Vegas from October 16-19. As proud participants and Silver Sponsors, we were keen to showcase how Contivio is revolutionizing the customer engagement landscape alongside NetSuite’s groundbreaking advancements. 

Empowering Your Customer Interactions with Contivio
One of the most anticipated moments at SuiteWorld was the live demo by our VP of Sales, Tim Dancey. He gave the audience an inside look into how Contivio’s contact center solutions are changing the game. During his presentation, he walked through Contivio’s screen pops, showcasing how the seamlessly integrate with NetSuite. When calls, texts, or chats come in, Contivio’s advanced system conducts a query of NetSuite fields to ensure the interaction is routed to the right agent or queue. Additionally, it identifies the most relevant screen to pop for the agent. This not only saves time but also ensures a more personalized customer interaction.

IMG_1079Tim Dancey also introduced Contivio’s new chat functionality, along with an intelligent chatbot. The chatbot can provide customers with real-time information on tracking, order status, product details, and even has the ability to transfer chats to a live agent when needed. When the chat is transferred to an agent, they receive a screen pop with the most relevant dashboard or form, along with the chat thread. This powerful integration eliminates redundancies and delivers a seamless and efficient customer experience.

NetSuite’s AI-Powered Revolution
NetSuite showcased a range of AI-powered capabilities. These new features include NetSuite Text Enhance, which uses generative AI to create contextual and personalized content. AI integration extends to planning and budgeting, automating data analysis, and enhancing decision making processes. With these new capabilities, NetSuite is at the forefront of innovation, making business processes more efficient, informed, and agile.

Contivio’s New Mobile App: On the Go Efficiency
One of the major highlights at SuiteWorld was the introduction of the Contivio Mobile app. This innovative app transforms our traditional desktop application into a portable tool, allowing you to stay connected and productive on the go. It retains all the functionality and tools of the desktop version, enabling you to monitor calls, report on and log calls directly in NetSuite, and utilize various channels such as chat and SMS. Whether you are working remotely, in the field, or just away from your desk, the Contivio Mobile App provides flexibility and convenience. Supervisors can also maintain visibility into their team’s productivity no matter where they are. 

IMG_1062 (1)Contivio and NetSuite: A Perfect Partnership
The synergy between Contivio and NetSuite was evident at SuiteWorld 2023. Both companies share a common goal of increasing agent efficiency and success with native tools. As NetSuite continues to evolve and enhance its capabilities, Contivio is keeping pace by providing cutting-edge contact center solutions. The result is a powerful partnership that empowers businesses to achieve more with less. 


What’s Next?
We’re already looking forward to next year’s SuiteWorld, scheduled for September 9-12, 2024. Stay tuned for more updates, insights, and innovations from Contivio as we continue to redefine customer engagement.
If you weren’t able to make it to SuiteWorld this year, you can still check out our On Air video, available through November 16th.

Thank you for joining us on this journey. If you have any questions or would like to learn more about how Contivio can transform your CRM, don’t hesitate to reach out.

Until next time!

About Contivio: The leading Cloud Contact Center & Telephony solution for your CRM. As a multi-channel contact center provider, Contivio acts as the conduit between the customer and agent to transform your CRM into a fully-fledged call center coupled with IVR, ACD, and CTI. 

Topics: NetSuite

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.