Reduced Training Costs in Contivio, SugarCRM Partnership

By Brendan B. Read, Senior Contributing Editor

It takes scarce resources to train contact center agents: time and money that is continually being expended what with high turnover even in a tough economy. Therefore it pays to source solutions that require less training to bring agents up to speed, which generates the ROI from that purchase or contract much faster as well as permitting ready monitoring and coaching.

Contivio.com, which provides-hosted SaaS contact center and telephony solutions, is enabling just that by joining SugarCRM’s (News - Alert) OEM Partner program. Contivio.com will embed SugarCRM Professional into its cloud platform and sell the solution as a bundled offering.        

Contivio.com’s Contact Center in the Cloud is delivered as a toolbar inside the browser or driven via any VoIP phone. The firm’s patented “Angels” middleware provides integration, IVR workflow and automation to SugarCRM Professional, whether vanilla or customized, hosted or on-premise, within minutes. 

The toolbar delivery allows SugarCRM Professional to occupy the entire screen “real estate” enabling organizations to leverage one CRM desktop for all functions: which improves the overall customer experience while thereby reducing implementation and training costs.

The Contivio solution provides the familiar Microsoft (News - Alert) look and feel that leads to lower agent training expenses. It is also designed from the ground up to work with home-based agents; its call monitoring features enables supervisors to listen in and train staff remotely, while call recording permits testing and maintaining staff skills.

The Contivio.com cloud solution sits on top of all VoIP providers and its third party call controlling technology delivers better call quality and lower call costs for its customers. 

“We are a truly unique cloud based contact center and telephony provider; our patented technologies enable us to scale orders of magnitude higher than our competitors and rapidly implement our solution,” explains Simon Butler, chairman and ceo of Contivio.com. “With the bundling of SugarCRM Professional, our customers are presented an unparalleled value proposition for an enterprise level end-to-end contact center, communications and CRM solution.”

“The combination of SugarCRM and Contivio creates one of the most cost-effective and powerful cloud-based contact center solutions available today,” said Chuck Coulson, vice president of business development at SugarCRM. “As part of our expansive OEM partner network, Contivio solutions bundled with Sugar functionality can help organizations connect internally and with their customer more effectively, at anytime and anywhere.”

Having readily-agent-trainable solutions that permit effective coaching is only part of the training equation. The supervisors themselves must be properly trained to provide assistance and guidance to the agents.

That’s where the RCCSP Professional Education Alliance comes in. It provides a comprehensive array of manager and supervisor training for contact centers including IT support and for IVR systems, offered in-person and virtually.

“The RCCSP Professional Education Alliance brings together the world’s biggest and best training companies from the United States, all with long-standing and deserved reputations for quality content, experienced instructors, and outstanding customer service, through a single point of contact,” explains RCCSP Professional Education Alliance CEO Nina Kawalek.

(source: http://www.tmcnet.com/channels/call-center-training/articles/130137-reduced-training-costs-contivio-sugarcrm-partnership.htm)