Contivio Contact Center Software


Contivio Contact Center is a cloud-based contact center management (CRM) solution for small and large businesses. The solution helps sales teams, marketing groups and service operations to manage customer service and sales. Key features include call monitoring, recording, conferencing, transferring and forwarding. Agents can also take notes within the solution and search call history to assess their own performance.

Contivio Contact Center helps to manage operations and improve customer experience through self-service IVR, automatic call routing and call back features. Calls are routed to the agents on the basis of custom fields in the CRM such as skills, priority, operating hours, shifts, holidays and more. Users can also conduct satisfaction surveys through IVR, SMS and broadcast message.  

Contivio Contact Center offers integration into any VoIP network and telecoms service. It can also be integrated with Windows-based or browser-based CRM applications to sync events and data. The solution helps supervisors to manage workforce and view real-time statistics by queue, agents and media type through a user dashboard.

Services are offered on per user per month subscription basis.

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Detailed statistics from all call centers

Detailed statistics from all call centers

Manage multiple call centers in one interface

Manage multiple call centers in one interface

Salesforce incoming call

Salesforce incoming call

Screen popping directly in browser

Screen popping directly in browser

Supported Operating System(s):

Web browser (OS agnostic)



6 Reviews of Contivio Contact Center

Overall rating

3.0 / 5 stars

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Verified Reviewer

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Poor implementation and project management for onboarding. Poor instruction.

awful. won't ever recommend

Pros

When customers could call us, it worked?

Cons

No instruction/guidance on configuration provided. No timeframe or learning materials. Minimal support by "account manager". Few were better. Moving VoIP is a big ordeal and this was tough here. Very poor metrics and dashboard.

Review Source: Capterra

Response: Contivio, Contivio Inc

October 2018

Good Afternoon, I'm curious if you're comfortable having a quick chat about the review you posted? We take product feedback very seriously, and would appreciate a open line of transparency to discuss your concerns. Feel free to contact me at your convenience by phone (714.904.5440) or email (tim.dancey@contivio.com) Thanks, Tim

Melanie from White Labs Inc

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Contivio - White Labs

Pros

The "Away" functionality access for our sales teams allows them to focus on customers without any distractions, and the visibility to other team members improves our efficiency in communicating. We no longer have to run around trying to track people down!

Cons

It is difficult to see when the phone has logged you out of the software, so you may not be receiving calls not knowing that you aren't logged in.

Review Source: Capterra
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Verified Reviewer

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

May 2018

Not designed for sales

Pros

The ability to record the call and attach it to the appropriate Salesforce account in real time. That's the only positive.

Cons

Everything else. This is not easy to use and in most cases is confusing. The support is way too technical. The product seems to only be designed for inbound call centers.

Review Source: Capterra

Response: Contivio, Contivio Inc

October 2018

Good Afternoon, I'm curious if you're comfortable having a quick chat about the review you posted? We take product feedback very seriously, and would appreciate a open line of transparency to discuss your concerns. Feel free to contact me at your convenience by phone (714.904.5440) or email (tim.dancey@contivio.com) Thanks, Tim

Britt from Mentoring Minds

Industry:  Education

Number of employees:  51-200 employees

Ease-of-use

Functionality

April 2018

Underwhelming

Pros

Integrates, somewhat with NetSuite, which was necessary. SSO is in the works, so I hear. Some customization available .

Cons

Lots of features that we were counting on during the sales pitch, we were never able to implement. Not very user friendly.

Review Source

Miles from AppFolio

Industry:  Software / IT

Number of employees:  501-1,000 employees

Ease-of-use

Functionality

March 2018

I use Contivio for my phone system at a SaaS sales organization.

The recent roll out of this product was relatively smooth, but the functionality seems to be lacking considering our needs.

Pros

I like that I can control everything from the provided dashboard. The application is set to automatically launch when I login to my computer and this is all relatively seamless.

Cons

It seems like Contivio lacks basic functionality that we absolutely need to run our calls smoothly. The limit for how many people can be on a conference call is quite restrictive and tools like supervisor barge-in are not as flexible as our legacy phone system's were. For example, once I am barged on a co-worker's call, no one else can simultaneously barge on that same individual until I have stopped monitoring.

Review Source

stephanie from Appfolio

Industry:  Software / IT

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2017

Does the job but has minor glitches

So far its the best phone system i've used and compares much better than shoretel.

Pros

I like the ease of use for the product. As soon as you get into it you can basically self teach yourself which is really nice.

Cons

Since it is server based, i've noticed that it glitches a ton. I've had some trouble even just signing in multiple times and the tracking of calls is sometimes hit or miss. Not sure if these are just minor bugs or common problems with other users.

Review Source

Displaying 1 - 6 of 6 reviews