Deliver a Modern Customer Service Experience

All the features you need, built-in natively with a 360° view of the customer, to deliver a customer service experience with a human touch.

Omnichannel Customer Journey

Create customer journeys with drag-and-drop flexibility across channels and deploy automation to handle repetitive questions without weighing down agent productivity.

Features
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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.

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Channel switching

Switch channels seamlessly in the middle of a conversation, without rerouting the customer or creating a new ticket.

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Visual workflows

Design and deploy custom workflows and omnichannel conversation routing with a built-in component library and automatic call distribution.

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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.

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Conversational chatbots

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.

Features
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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.

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Conversation timeline

View all customer interactions across all channels in one chronological timeline — creating a seamless but flexible service experience.

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Concurrent conversations

Increase contact center efficiency by empowering agents to handle multiple customer issues at the same time.

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Customer sentiment

Agents can see customer sentiment in real-time during conversations, helping them course-correct if needed.

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Agent assist

Support agents with proactive answers and suggestions right inside Contacto, so they have faster access to the information they need.

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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.

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Customer feedback

Automate requests for feedback after issue resolution, and associate that data with customer conversations.

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Customer sentiment

Track and contextualize customer sentiment over time for a real-time view of agent performance, at both the individual and team levels.

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Pre-built reports

Essential metrics reports track relevant current and historical data, so you can identify trends over time.

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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.

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Customizable metrics

From customer satisfaction to agent productivity, measure what matters most — and get full transparency into current and historical data.

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Call recording

Refer back to agent calls for individual or team coaching purposes, or use calls to onboard and train agents and share best practices.

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Call whispering

An agent having trouble on the phone? Listen in on the call and provide guidance that only the agent can hear.

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Coaching and feedback

Assess agent performance through call scoring and transcripts, and provide feedback tailored to each rep and interaction.

Give your customer service a human touch

Give your team the tools you need to increase productivity for your modern support team.
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