Fully Featured Cloud Contact Center Platform
Customer service on any channel with modern API integrations brought together by a powerful, simple desktop application.
Customer Service Custom-made
Contacto’s cloud contact center includes an Agent Desktop application for customer service staff and a powerful Admin Console for configuring custom routing and automations.
Voice and Messaging
Best-in-class voice call quality and all the asynchronous messaging channels: WhatsApp, SMS, web and in-app chat.
Channel switching
Pivot quickly from a chat conversation to a voice call in the chat thread without losing context or send text messages to a customer while on a voice call.
Visual workflows
Drag and drop visual workflows supports your business and your agents for inbound requests with self-service and routing features and outbound messages like appointment reminders, order notifications, and more.
API-powered IVR
Drag and drop visual workflows supports your business and your agents for inbound requests with self-service and routing features and outbound messages like appointment reminders, order notifications, and more.
Unified Agent Desktop
Stop switching back and forth between a ticketing system and a customer service application. With Contacto, integrate your business systems into one easy-to-use communications screen with the right data in one place.
360-degree customer view
Relevant customer detail available directly in Contacto with two-way API integration. Say goodbye to swivel chair applications.
Constant context
Associated tickets and previous conversations (regardless the channel) are displayed for agent reference. Better context for personalized customer service.
Concurrent conversations
Empower agents to handle multiple messaging conversations at a time. Increase your customer service efficiency and respond to customers with timely engagement.
Notes and disposition
Internal notes and conversation dispositions are key components of customer service operations. Leverage these data points in the reporting dashboard for growth insights.
Reporting & Analytics
Evolve from static reports to dynamic dashboards and analytics, right out of the box. Insights. Action. Customer Satisfaction.
Customer feedback
Automate requests for feedback after issue resolution, and associate that data with customer conversations.
Pre-built reports
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.
Customizable metrics
From customer satisfaction to agent productivity, measure what matters most — and get full transparency into current and historical data.
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.
Call whispering
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.