Personalized and targeted coaching for every agent
Make every agent a performer by identifying skill or will issue. Expect faster progress by automatically assigning peer-to-peer coaching without human interference.
Why Automated Agent Coaching?
Agent Performance Tracker
Keep a tab on agent performance and activities
- Get complete visibility into team and agent performance.
- Monitor call quality metrics and automated AI scores of individual agents.
- Identify will or skill issues in each agent.
- Sort the contact center top and bottom performers.
Automated Personalized Coaching at scale
Remove human dependency with automated peer-to-peer coaching
- Automated targeted coaching recommendations available for all agents.
- Encourage self-coaching with suggestions being displayed in emails and agent dashboards.
- Coaching moments are generated based on skillsets, knowledge, and behavior gaps.
- Coaching moments are automatically extracted from top-performing peers and shared with agents in need.
Measure Progress with team leaderboard
Track coaching performance on a holistic dashboard.
- Monitor coaching progress on a comprehensive dashboard.
- Access the team leaderboard to get a clear and comparative picture of where agents stand.
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Analyze omnichannel conversations
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A team-wide solution
For Agents
Self-coach and enhance skillsets that create a blocker in call success. Assist agents in unlearning outdated techniques and learning new methods of customer interactions.
For Managers
Access Dashboards and Leaderboards to gauge agent coaching progress and spot red signals. Keep agents motivated by delivering a learning platform to achieve targets faster and better.
For Leaders
Ensure high contact center productivity by focusing on corrective action programs. Propel employee satisfaction by encouraging the use of automated coaching capability.
Drive Winning Sales Conversations on Live Calls
Boost agent productivity with real-time Agent Assist. Turn every conversation into a revenue-generating opportunity with real-time guidance.
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Evaluate 100% Conversations to Eliminate Compliance Risk
Automate quality assurance across all channels for every customer interaction. Proactively catch performance snags by avoiding random sampling and encouraging unbiased scoring.
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Recognize and Replicate Winning Patterns
Help agents take data-backed actions. Access customer intelligence and uncover conversation behavior and patterns that impact business outcomes in a positive and negative manner.
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Flexible And Faster Agent Training
Agents benefit from an asynchronous, simple training format. The integrated LMS identifies and fixes skill gaps with customizable learning solutions, ensuring faster onboarding and lower training costs.
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Smarter and More Efficient Manual QA
Eliminate spreadsheets and guesswork in omnichannel contact center quality assurance. Replace time-consuming QA processes with a one-stop FREE quality management solution that includes a rule-based sampling.
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Power your contact center with Call Behavior Analysis
Use Cases
Automated Agent Coaching for Sales
Drive more revenue by discovering the techniques and actions that work on your sales call.
Automated Agent Coaching for Support
Communicate with customers by repeating best practices and call behavior that impacts customer experience.
Automated Agent Coaching for Collections
Assist agents repeat words and phrases that collect more payments smoothly.
Automated Agent Coaching for Compliance
Track agent calls for policy violations and negative language that severely impacts brand reputation.
Solutions
Automated Agent Coaching for Edtech
Prompt agents with comparative insights to perform better on sales calls and increase enrollments.
Automated Agent Coaching for Insuretch
Assist agents with valuable win rate data to acquire and retain customers while reducing claim rates to a large extent.
Automated Agent Coaching for Healthcare
Help agents replicate personalized, positive, and empathetic behavior that improves appointments and encourages patient-first experiences.
Automated Agent Coaching for Fintech
Offer agents previously successful sales, support, and collection tips and tricks to resolve present customer issues and collect payments.
Automated Agent Coaching for Hospitality & Travel
Encourage conversation excellence by repeatable behavior to reduce hold times and help convert calls to bookings.
Convin can effortlessly integrate with your tech stack
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Our customers love us
See how our clients transformed their customer conversations
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One Stop Solution to Call Audits and Custom Reporting
Convin ai not only offers manual auditing for all the calls but also automates the entire call auditing process for 100% customer conversations. It creates custom reporting and makes the overall manual QA more accessible. It saves me a ton of time by highlighting the weak and strong aspects of thousands of agents within minutes.
Kanika S.
Team Lead, AESL
Excellent Software for Quality Audits Using AI
Convin ai eases a lot of manual work, captures the right set of words required to understand and implement good audits that can help coaches to shape up their consultations. Convin's AI based intellect helps you discover all the pain points from consultations which helps the coaches enhance their consultation quality.
Vighnesh S.
Team lead
Improve Agent Performance and Decrease Manual Labor
Convin ai has helped me and my team improve the overall quality aspect of our sales process. Ever since we started using Convin ai, we've seen great improvement in the call structure and call flow used by our agents. The call transcripts allow us to broaden our audit scope and acquire a better understanding of call quality. It's safe to say, Convin ai has significantly sped up the sales process and decreased manual labor.
Samir A.
Sales Team Lead
Track Auditor Performance with Auditor Reports
Convin ai provides an auditor report section that helps me keep a track of the auditors' performance for different parameters that are important to our business. It also sends a detailed report directly to the auditors via email that helps them improve their performance and identify exactly where they are going wrong.
Neelam A.
Team Lead, HealthifyMe
Boost Productivity and Streamline Daily Tasks
Before Convin ai, our data tracking was disorganized. Integrating Convin ai streamlined our daily operations and allowed us to view all calls under one roof - the Meetings dashboard. Convin ai solves various challenges for me; the top of the list is that it acts as a one-stop platform for listening to 100% calls, creates account/lead level analysis, and tracks parameter scoring.
Chirag K.
Education counsellor, AESL
