Case Study: Max Finkelstein improves contact center routing and reporting with Contivio

SuitePlus Improves Their Contact Center With Skills-Based Routing

Max Finkelstein, a major tire distributor, was looking for a cost-effective call center solution to manage changing customer expectations and unify voice and chat under a single platform. They needed more comprehensive reporting tools and an omnichannel system without a high implementation cost.

Contivio provided its solution with a concurrent user pricing model, which kept costs low by only billing for active agents. They implemented skills-based routing and enterprise reporting, which improved customer service by directing callers to the most qualified agents and giving supervisors detailed performance metrics. This approach saved Max Finkelstein significant money on their contact center operations.

SuitePlus