Omnichannel Customer Journey
Create customer journeys with drag-and-drop flexibility across channels to engage with customers where they are — and switch channels without missing a beat.
Voice, chat and messaging
Meet customers live on whatever channels they prefer, with fully-featured voice and messaging capabilities and native web and in-app chat.
Switch channels seamlessly in the middle of a conversation, without rerouting the customer or creating a new ticket.
Design and deploy custom workflows and omnichannel conversation routing with a built-in component library and automatic call distribution.
AI optimized IVRs
Deploy multi-level, voice-enabled IVRs that pull customer data (e.g., past orders, delivery status) so customers can quickly self serve.
Conversational, AI-powered virtual agents help resolve customer self-serve queries 24/7/365 and reduce agent workload.
Unified Agent Desktop
Build relationships with your customers and drive loyalty by keeping the conversation going. With every conversation, agents have at-a-glance access to past customer support conversations, fueling a more human experience and faster time to resolution.
360-degree customer view
See relevant customer details at a glance without leaving Contacto, thanks to two-way integrations with CRMs and order management systems.
View all customer interactions across all channels in one chronological timeline — creating a seamless but flexible service experience.
Increase contact center efficiency by empowering agents to handle multiple customer issues at the same time.
Agents can see customer sentiment in real-time during conversations, helping them course-correct if needed.
Support agents with proactive answers and suggestions right inside Contacto, so they have faster access to the information they need.
Notes and disposition
Give other agents context into conversations with pinned notes and assigned dispositions to track performance and customer satisfaction.
Reporting & Analytics
Go from disparate data sources to data-driven insights that can drive process improvements across the business and improve customer satisfaction.
Automate requests for feedback after issue resolution, and associate that data with customer conversations.
Track and contextualize customer sentiment over time for a real-time view of agent performance, at both the individual and team levels.
Essential metrics reports track relevant current and historical data, so you can identify trends over time.
Live activity dashboard
See real-time data on team activity and performance to shift resources and adjust as necessary.
Monitoring & Coaching
Set — then exceed — your KPIs with added transparency into individual and team performance, and create a culture of improvement.
From customer satisfaction to agent productivity, measure what matters most — and get full transparency into current and historical data.
Refer back to agent calls for individual or team coaching purposes, or use calls to onboard and train agents and share best practices.
An agent having trouble on the phone? Listen in on the call and provide guidance that only the agent can hear.
Coaching and feedback
Assess agent performance through call scoring and transcripts, and provide feedback tailored to each rep and interaction.