Clivaro Connect
Your company’s calls, answered in English by a team in Colombia.
A service separate from Clivaro’s plans, with globally competitive pricing.
How a call flows
Your customer
Calls your company’s line, local or toll-free.
Connect
Checks your hours and routes it to the agent who’s been free the longest, or to the queue.
An agent in Colombia
Answers in English from the browser, with the contact’s record on screen.
Your portal
The call shows up with its duration and outcome.
How it works
Inbound calls, with queue and voicemail
Your number rings the available agent who’s been free the longest. If nobody answers, the call waits its turn with music; outside your hours, or once the maximum wait is up, the caller leaves a message.
- 1
The call comes in
To your company’s line, local or toll-free.
- 2
Within your hours?
The ones we agree on for your line, in your time zone.
After hoursVoicemail, with up to two minutes of message.
- 3
It rings an agent
The available one, with the queue’s skills, who’s been free the longest. It rings for 20 seconds, after the recording notice.
Nobody free or no answerQueue with music, first come, first served. Past the maximum wait, to voicemail.
- 4
Handles it and wraps up
With the contact’s record on screen. Closes with an outcome: sale, scheduled callback, do not call…
Outbound calls, checked before dialing
You send us your contacts in a CSV and we set up the campaign. The agent sees the record —local time, consent, history and script— and dials with one click, only if the call is allowed. Today, campaigns dial Canada, under its rules.
Before every call, in this order
- 1Valid Canadian number
Campaigns dial Canada today. The number is stored in international format, with its country code.
- 2Nobody asked not to be called
Not the contact, not the internal do-not-call list, not your company’s exclusion list.
- 3National Do Not Call List (DNCL)
Without express consent or a business relationship, the number can’t be on it. For sales and appointments, the check must be less than 31 days old.
- 4Attempts
It doesn’t go over the campaign’s maximum and respects the time between one attempt and the next.
- 5Local time of whoever answers
Within the CRTC calling hours, or yours if they’re stricter.
- If every rule is met, the agent dials.
The first rule that isn’t met stops the call and says why. If it’s the time of day or the gap between attempts, the contact is left for later.
When calls can be made
- Mon
- 9 a.m.–9:30 p.m.
- Tue
- 9 a.m.–9:30 p.m.
- Wed
- 9 a.m.–9:30 p.m.
- Thu
- 9 a.m.–9:30 p.m.
- Fri
- 9 a.m.–9:30 p.m.
- Sat
- 10 a.m.–6 p.m.
- Sun
- 10 a.m.–6 p.m.
CRTC hours for commercial calls to Canada, in the recipient’s local time.
Every call, in your portal
You sign in with your username and a verification code. You see every call with its outcome, your campaigns’ progress and pending callbacks, and you download whatever you need as CSV.
The period’s numbers
- Inbound calls
- Answered by an agent
- Abandoned
- Average wait
- Outbound calls
- Outbound answered
- Talk time
- Billable minutes
- Quality score, 0 to 100
Statement, day by day
One row per day with what was handled and the minutes. It’s what comes with our invoice each month.
| Day | Inbound | Answered | Voicemail | Outbound | Answered | Talk min. | Billable min. |
|---|---|---|---|---|---|---|---|
| Oct 1 | 48 | 45 | 2 | 120 | 41 | 312 | 356 |
| Oct 2 | 52 | 50 | 1 | 135 | 47 | 341 | 389 |
| Oct 3 | 39 | 37 | 2 | 110 | 36 | 268 | 301 |
| Oct 4 | 61 | 57 | 3 | 142 | 52 | 398 | 447 |
| Oct 5 | 44 | 43 | 0 | 128 | 44 | 297 | 338 |
| Total | 244 | 232 | 8 | 635 | 220 | 1,616 | 1,831 |
Example with made-up data.
Recorded and reviewed
Calls are recorded, and the caller hears the notice at the start. A supervisor listens and scores each criterion we agree with you from 0 to 5; the agent gets the feedback and you see the average in your portal.
| Criterion | Weight | Score from 0 to 5 |
|---|---|---|
| Greeting and identification | 1 | 5/5 |
| Understood the need | 2 | 4/5 |
| Resolved or scheduled | 3 | 4/5 |
| Wrap-up and next step | 1 | 5/5 |
| Call score | 86/100 | |
Average weighted by each criterion’s weight, scaled to 0–100. Example with made-up data.
The technology behind it
We rent the telephony from Twilio, a communications platform accessed by API —what’s called CPaaS—: numbers, minutes and audio. What turns that into a contact center, we built ourselves.
- Caller
Your customer
Calls or answers from any phone.
- Telephony (CPaaS)
Twilio
Provides the lines, the minutes and the recording. Connect uses it by API.
- The platform
Clivaro Connect
Next.js and Postgres, like Clivaro. No rule depends on the provider: changing it doesn’t touch the screens.
- Routing and queues
- Rules before dialing
- Campaigns and callbacks
- Quality and reports
- The screens
In the browser
Nothing to install.
- Agent console, with headset
- Live dashboard, every 5 seconds
- Your portal
What’s included
A service separate from Clivaro’s plans, with globally competitive pricing.
- Lines with a North American +1 number, local or toll-free
- Agent phone in the browser, nothing to install
- Routing to the available agent who’s been free the longest
- Queues with music, transfer and voicemail
- Outbound campaigns from a CSV, with scheduled callbacks
- For Canada, CRTC hours and the National Do Not Call List before dialing
- Recording with notice and quality review by criteria
- Live dashboard of agents, calls and queue
- Portal for your company, with CSV downloads
- Monthly statement, day by day
Security and privacy
The same safeguards as Clivaro, on every Connect account.
- Two-step verificationAgents, supervisors and your portal sign in with a password and a code from their authenticator app.
- Lockout after failed attemptsTen failed attempts lock the account for fifteen minutes.
- Capped sessionsA session lasts twelve hours at most.
- Audit logWho did what and when, for every change.
- Retention per clientBy default, inactive contacts are deleted after 180 days and recordings after 90. It can be adjusted per client.
- Access and deletionWhoever asks for their data gets a copy; whoever asks to be deleted is removed from the database, along with their recordings, and goes on the do-not-call list.
On the roadmap
What’s next for Connect. Not available yet.
- Real-time serviceThe dashboard updated instantly and the progressive dialer, with answering-machine detection.
- Transcription and summaryOn each call’s record, with a suggested quality score.
- Billing and payroll with ClivaroMinutes flow automatically into each client’s invoice and the agents’ payroll.
- Your company’s CRMA connection to HubSpot or Salesforce, if you ask for it.
Shall we talk about your operation?
Tell us which calls you need answered or made, during what hours and how many a day.