Case Study: Teeter improves call quality and NetSuite integration with Contivio

Twisted Throttle Ramps Up their International Contact Center with Contivio

Twisted Throttle, a retailer in the fitness industry, was facing significant challenges with its call center operations. Their previous software failed to reliably sync call logs with their NetSuite CRM, forcing agents to waste time on manual data entry and leading to internal confusion. They also lacked an efficient way to store and access call recordings. They turned to Contivio for its call center software to solve these integration and workflow issues.

Contivio implemented a solution featuring deep NetSuite integration for automatic activity logging and call recording storage, along with skills-based routing to direct calls to the most qualified agents. The results were substantial time savings, more accurate call metrics, and reliable integration. Contivio's platform also provided real-time reporting and call survey capabilities, allowing Twisted Throttle to improve agent performance and monitor customer wait times effectively, leading to massive improvements in their call center efficiency.

Twisted Throttle