Plivo CX: Next-level customer service with a human element

Great customer experience depends on the human touch—customers want to feel heard and appreciated while their requests are efficiently resolved. Plivo CX delivers on these expectations, making technology feel more human and helping agents provide contextualized, personal, and effective service in the customer’s preferred channel.

Key features and benefits include:

• Conversational chatbots: Intelligent chatbots help verify and qualify customers, increasing agent productivity and helping resolve requests faster.
• In-app chat: Embedded directly into a brand’s application, customers can easily raise a request via in-app chat, initiating their customer service journey without having to switch channels.
• Native voice calling: Plivo CX comes with full-featured voice and messaging capabilities, native to the platform, so there’s no need to engage costly, third-party vendors.
• Omnichannel platform: Integrating chat functionality, social media, SMS messaging and voice calls, Plivo CX allows customers to select the channel they prefer to communicate in, then switch channels as desired throughout their journey. For example, a customer could choose to describe their problem via voice call, then have an order tracking number sent to them via SMS. This level of channel personalization helps to reduce friction and create a positive experience for every customer.
• Customer interaction history: Plivo CX allows agents to view all of a customer’s previous interactions alongside their current service request, giving them the context they need to solve issues faster and create a better customer experience.
• Sentiment analysis: Agents interacting with customers see real-time coaching scores, based on sentiment analysis, so they can adopt the right approach to helping the customer. These scores help ensure quality and allow supervisors to provide effective feedback and update workflows.
• Deep CRM and Help Desk integrations: Designed to work seamlessly with a business’ existing systems, Plivo CX features out-of-the-box integrations with Salesforce, Service Cloud, Zendesk, Shopify and many more.

Plivo CX Launch Marks the Next Phase of Plivo’s Growth

The launch of Plivo CX marks the culmination of Plivo’s first phase as a company—its 10-year evolution in providing customers with a simpler, better business communications platform. Quietly rising to the top of the Communications Platform as a Service market, Plivo has spent the last 10 years building a solid customer base and a stellar suite of APIs alongside a comprehensive and evolving product offering. Today, Plivo’s SMS and Voice APIs are used by thousands of innovative businesses in more than 190 countries, including IBM, Mercadolibre, BYJU’s and Deckers Brands.

Now, with Plivo CX, Plivo is entering into its next evolution in the market—offering not only best-in-class API products for technical teams, but also cloud-based communications solutions that offer superior out-of-the-box functionality for B2C customer service teams.

“Plivo is in a unique position to offer vertically integrated, end-to-end products, and the market opportunity here is tremendous,” said Balasubramanian. “As Plivo embarks on its next 10 years of growth, we look forward to continued innovation and evolution, while maintaining our focus on providing customers with the solutions they want and need to succeed.”

To learn more about how Plivo CX enables B2C businesses to create better customer experiences — visit www.Plivo CX.com.

About Plivo

Plivo is a communications platform that enables businesses to connect, engage and interact with their customers in over 190 countries. Thousands of businesses like IBM, Workday, Nutanix, and Gojek rely on Plivo to deliver better customer experiences globally. The Plivo team brings deep experience in communications and modern software to address the needs of today’s businesses – quality, scale, innovation, and agility.