Plivo Launches New CCaaS to Deliver Omni-Channel Customer Service

Sandra Radlovački

B2C businesses in retail and ecommerce will be able to boost customer service teams’ efficiency

Plivo Launches New CCaaS to Deliver Omni-Channel Customer Service

Plivo, the cloud communications platform that enables businesses to engage with their customers, announced Contacto, the omni-channel, mobile-first contact centre platform that delivers seamless customer experiences with a human touch.

Contacto is designed to allow B2C businesses in retail and ecommerce to boost customer service teams’ efficiency and enable personalised, high-touch interaction, bringing together artificial intelligence, sentiment analysis, and omni-channel capabilities to offer a superior experience, embedded directly into brands’ websites and applications.

Venky Balasubramanian, Founder and CEO at Plivo, said: “Most businesses don’t have the time or resources to build out a fully customised call centre. They’re already too occupied with running their own business.”

“That’s why we created Contacto—so every company from Fortune 100s to small business owners can provide their customers with world-class customer service interactions. Contacto’s AI-powered chatbots can quickly qualify customers and escalate tickets seamlessly to live representatives, where real-time sentiment analysis helps them provide better service—all within the brand’s existing platforms.”

Key features and benefits include:

  • Conversational chatbots: Intelligent chatbots help verify and qualify customers, increasing agent productivity and helping resolve requests faster
  • In-app chat: Embedded directly into a brand’s application, customers can easily raise a request via in-app chat, initiating their customer service journey without having to switch channels
  • Native voice calling: Contacto comes with a full-featured voice and messaging capabilities, native to the platform, so there’s no need to engage costly, third-party vendors
  • Omni-channel platform: Integrating chat functionality, social media, SMS messaging and voice calls, Contacto allows customers to select the channel they prefer to communicate in, then switch channels as desired throughout their journey
  • Customer interaction history: Contacto allows agents to view all of a customer’s previous interactions alongside their current service request, giving them the context they need to solve issues faster and create a better customer experience
  • Sentiment analysis: Agents interacting with customers see real-time coaching scores, based on sentiment analysis, so they can adopt the right approach to helping the customer. These scores help ensure quality and allow supervisors to provide effective feedback and update workflows
  • Deep CRM and Help Desk integrations: Designed to work seamlessly with a business’ existing systems, Contacto features out-of-the-box integrations with Salesforce, Service Cloud, Zendesk, Shopify and many more.

With the launch of Contacto, Plivo is entering into its next evolution in the marketplace, offering both best-in-class API products for technical teams, and cloud-based communications solutions that offer superior out-of-the-box functionality for B2C customer service teams.

“Plivo is in a unique position to offer vertically integrated, end-to-end products, and the market opportunity here is tremendous. As Plivo embarks on its next 10 years of growth, we look forward to continued innovation and evolution, while maintaining our focus on providing customers with the solutions they want and need to succeed”, adds Balasubramanian.



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