Plivo Launches Contacto, a Contact Center-as-a-Service Platform
Plivo, a cloud communications platform provider, today launched Contacto,, an omnichannel, mobile-first contact center platform that allows retail and ecommerce companies to enable personalized, high-touch interactions weaving together artificial intelligence, sentiment analysis, and omnichannel capabilities, embedded directly into websites and applications.>
"Most businesses don't have the time or resources to build out a fully customized call center. They're already too occupied with running their own business," said Venky Balasubramanian, founder and CEO of Plivo, in a statement. "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 of Contacto include the following:
- Conversational chatbots
- In-app chat;
- Full-featured voice and messaging capabilities;
- An omnichannel platform that integrates chat functionality, social media, SMS messaging, and voice calls;
- Customer interaction history;
- Sentiment analysis that fuels ;real-time agent coaching and workflows; and
- Deep CRM and help desk integrations with Salesforce, Service Cloud, Zendesk, Shopify, and many more.>