• October 6, 2021

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.>

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