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