#1 most frequent
United States of America
80.0%48 installations of 60
What is Contivio.com?
Contivio.com is cloud-based call center software with multi-channel support features that enable clients to take and make calls, route calls, integrate their call center solution with their existing CRM, and generate analytics.
Categories & Use Cases
Videos
Top Performing Features
Warm transfer
Allows current agent to speak with new agent before call is transferred.
Category average: 9
Validate callers
Authenticates inbound callers with a customer ID.
Category average: 8.8
Call forwarding
Forwarding of calls to the appropriate agents.
Category average: 8.2
Areas for Improvement
Quality management
Ability to monitor conversation content, administer evaluations, establish policies etc..
Category average: 8.6
Call analytics
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
Category average: 8.3
Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Category average: 8.6
Who Buys & Uses Contivio.com
#2 most frequent
Canada
6.7%4 installations of 60
#3 most frequent
Australia
3.3%2 installations of 60
Great integration possibilities but could do better in communicating its features
Use Cases and Deployment Scope
Contivio is used in our organization to connect our customers to us through chat and voice communication. It integrates into our system and has been great for us. It also generates the chat interface for us and any chat logs, voice mails and the like also flow into our system without any issues.
Pros
- Integration into our system
- Customer support is fairly fast but always solves any issues we have
- Connects our customers with us in a streamlined way
Cons
- Administrative interface has improved over the years, but is still a bit cluttered
- We recently found out that we missed information flowing into our system. Communication could've been better to have this avoided.
- Better communication about features would be great. May be a selling point that they're missing at this point.
Return on Investment
- When a customer calls it loads the customer record in our system automatically. This saves a lot of time.
Usability
Other Software Used
NetSuite ERP, Microsoft Windows
Easy and user-friendly that is what I'll call Contivio!
Use Cases and Deployment Scope
One of the best things about Contivio is that it combines both chat and phone calls which otherwise can be difficult to track. Earlier than implementing this program the organization was using different tools to manage chats and phone calls but Contivio has simplified the process by keeping it all in one place. Its ability to integrate different features within a single application is a huge advantage to those who interact with clients or deal with customer service.
Pros
- I like the feature of a recorded call which works well for me because I mostly need details from the conversation
- In case I have a question, I don't need to get back to the client for clarification, I can always rerun the call and listen up
- It is easy to use and quite user friendly, I haven't yet faced any issues in setting up Contivio
Cons
- Sometimes it needs multiple tries to sign in and this has been troublesome
- At times I have missed call records and it bugs when you really need to listen to the call for details
- If I am barged into a colleague's call no one else can barge in until I get off that call. This can be a problem when there are mentees who need to learn from these conversations
Return on Investment
- It aids the operations and sales team to keep track of client call data and this is particularly helpful for tracking sales leads.
- Losing out on an important conversation because either you got logged out in between or the call did not get recorded are two scenarios that are common cons with Contivio.
- The features that show up on the screen when logged in to the application can sometimes be overwhelming because you don't need to use all the features in one go and some can be hidden for later use when searched for.
Alternatives Considered
Google Chat and Google Meet
Other Software Used
Google Meet, Google Chat, Google Calendar
Great for call centers, not for sales
Pros
- It's great for call center setups
- It's nice to have the ability to use the desk phone or a soft phone
- It syncs to Salesforce and logs my calls under the appropriate account, which is incredibly helpful.
Cons
- No mobile app for cell phone use. Seems very weird that you have to be tied to a computer to manage your settings.
- No web portal for easily adjusting call forwarding or status
- Requires signing in and out every day because it will log out randomly.
Return on Investment
- Contivio auto-logs my calls to my Salesforce accounts, which makes my job much easier and quicker
- It's provided a uniform system for our entire company
- It isn't very user friendly, so the transition to Contivio was very rough
Alternatives Considered
Jive Hosted VoIP