Vivocha.com

Vivocha operates as the technology division of the Covisian Group, specializing in solutions for digital customer engagement. The company was established in 2012 by Gianluca Ferranti and Federico Pinna. Both founders brought significant experience from the customer service and technology sectors to the venture. Ferranti, serving as CEO, has a background that includes an Executive MBA and years of international business experience, which informed the startup's direction. Pinna, the CTO, was involved in all technical development phases, from the initial prototype to the platform's expansion, drawing on his experience in creating complex cloud applications. Based in Milan, Italy, with additional offices in Cagliari and San Francisco, Vivocha secured €1.5 million in a 2012 seed funding round from investors including Principia SGR and Vertis SGR. A significant milestone occurred in November 2017 when Covisian Group acquired an 88% stake in the company, with the founders retaining the remaining 12% and continuing their roles within the group.

The core of Vivocha's business is its cloud-native, omnichannel platform that enables businesses to communicate with their customers directly through websites or mobile applications. The name itself is an acronym for 'video, voice, chat,' highlighting its primary communication channels. The platform is designed for a broad market, serving clients from small businesses to large enterprises across industries like finance, e-commerce, retail, and telecommunications. Revenue is generated on a per-user, per-month subscription basis. This business model allows for scalability as clients' needs grow. The platform can be deployed as a standalone solution or integrated with existing contact center technologies and CRM systems, offering APIs for simplified integration.

Vivocha's product suite facilitates real-time customer interactions through a variety of tools. Key features include live chat, VoIP, video chat, and callback options, which help reduce customer wait times and prevent purchase abandonment. The platform also incorporates collaboration tools like co-browsing, page pushing, and document sharing to enhance support efficiency. A proactive engagement engine uses web analytics and rule-based targeting to optimize contact moments, aiming to reduce service costs and redundant inquiries to call centers. The system provides analytics, real-time dashboards, and transcript analysis to help businesses monitor performance and improve service quality. This comprehensive feature set is designed to improve online conversion rates and customer satisfaction.

Keywords: customer engagement platform, omnichannel communication, live chat, video chat, co-browsing, callback solutions, proactive engagement, customer interaction management, SaaS, B2B, contact center technology, CRM integration, digital customer service, online support, customer journey optimization, mobile customer engagement, lead engagement, real-time analytics, cloud communication, customer experience