Automated quality management for 100% of customer interactions

Increase revenue with omnichannel quality management, gen AI-driven feedback, and actionable reports. Enhance agent performance with unbiased scoring, rule-based sampling, and detailed improvement insights.

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Why Automated Call Center Quality Management?

Unlock Higher Conversation Quality and Savings

Call center automation that saves time and money

  • Execute call quality monitoring in seconds to handle higher call volume in half the time.
  • Reduce call auditing costs by automating call evaluations and ensuring compliance.
  • Identify and address performance issues promptly, maintaining brand standards and compliance.
  • Drive higher revenue, customer satisfaction, and faster debt collections.

100% Automated Conversation Scoring

100% visibility into customer interactions at scale

  • Eliminate hours of manual call grading and review over 1000 conversations.
  • Accelerate call auditing process with AI-driven automated scoring.
  • Efficiently evaluate 100% of interactions across channels-calls, chats, and emails.
  • Auto-surface the conversations that need urgent attention.
  • Trust an unbiased scoring mechanism while still holding onto manual scoring option.

Custom Scorecard And Rule-Based Sampling

Run QA assessments with custom call quality scorecard

  • No stringent pre-defined scorecards.
  • Evaluate and score agents on custom parameters.
  • Create a rule-based, automatic scoring model using incumbent evaluation forms.
  • Shift from random and smaller sampling size to 100% call samples.
  • Replace compliance blind spots and workforce conflicts with 100% interaction evaluation.

AI Feedback and Self-coaching

Remove agent performance dependency with Generative AI

  • Give contact center agents instant, actionable feedback powered by Generative AI.
  • Empower agents with clear insights on successes, challenges, and areas for improvement after every conversation.
  • Build personalized, proactive coaching plans powered by robust performance insights.
  • Invest in self-coaching workflows to improve agent performance.

Custom Reporting and Dashboard

Make objective decisions based on insightful reports

  • Save time with automated report generation.
  • Rely on agent performance analysis and dashboards.
  • Generate Lead Interest, Collection, and CSAT scores with actionable recommendations.
  • Access performance insights at team and individual levels.
  • Get reality bites on your email, not just the platform.
  • Generate voice of customer to drive business decisions.

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A team-wide solution

For Agents

Uncover mistakes, errors, and challenges faster.

Improve performance with automated call scoring, AI-generated feedback, and automated coaching.

For Managers

Eliminate random sampling and human bias in agent call evaluation.

Automatically track and assign coaching sessions to bottom performers & non-compliant agents

QA

Improve efficiency in QA audit processes. Escalate compliance violations faster and avoid putting the brand's reputation at risk.

Drive optimal agent performance by tracking top and low-performing agents.

For Leaders

Ensure winning conversations by investing in automated contact centers. Reduce the time and money spent on manual interventions.

Track agent performance to attract and retain high-value call center agents.

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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Real-Time Agent Assist illustration

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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Voice of Customer illustration

Automated Personalized Coaching at Scale

Eliminate human dependency with automated peer-to-peer coaching. Leverage targeted and personalized coaching to improve the call handling quality and reduce escalations.

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Automated Agent Coaching illustration

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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Learning Management System illustration

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.

Learn more
Quality Management Software illustration

real-time Agent Assist

NEW

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.

Learn more

CONVERSATION BEHAVIOR ANALYSIS

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.

Learn more

AUTOMATED AGENT COACHING

Automated Personalized Coaching at Scale

Eliminate human dependency with automated peer-to-peer coaching. Leverage targeted and personalized coaching to improve the call handling quality and reduce escalations.

Learn more

LEARNING MANAGEMENT SYSTEM

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.

Learn more

QUALITY MANAGEMENT SOFTWARE

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.

Learn more

Power your contact center with Automated Quality Management

Use Cases

Auto QA for Sales
Close more deals by uncovering customer intention and winning conversations that drive business.
Auto QA for Support
Ensure better customer interactions by reviewing 100% of conversations by stringent call evaluations.
Auto QA for Collections
Help agents improve their choice of words and collect more payments smoothly.
Auto QA for Compliance
Track agent performance for mistakes and misleading information to avoid poor brand reputation and lost opportunities.

Solutions

Auto QA for Edtech
Help agents handle large volumes of calls, especially during peak periods, to increase enrollments.
Auto QA for Insuretch
Create skillful and trained agents who acquire and retain customers while reducing claim rates to a large extent.
Auto QA for Healthcare
Help agents create a personalized, positive, and empathetic interaction that improves appointments and encourages patient-first experiences.
Auto QA for Fintech
Build an army of qualified agents capable of performing inbound calls to resolve customer issues and outbound repayment reminder calls to collect payments.
Auto QA for Hospitality & Travel
Encourage conversation excellence to reduce hold times, decrease call transfers, and push more calls that convert to bookings.
Auto QA for BPOs
Enhance call quality by providing immediate and objective feedback, Streamline performance evaluations, reduce costs, and increase overall business efficiency.

Integrate Effortlessly With Your Tech Stack

Convin integrates effortlessly with your existing tech-stack to ensure smooth customer-facing operations.
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Trusted by B2C Leaders Who Get It.

“It's like having a virtual assistant for every rep and manager.”
Convin.ai captures and analyzes every customer interaction — voice, video, and email. With Convin, we’ve eliminated scattered insights, improved sales performance, accelerated onboarding, and even automated CRM updates. We no longer miss a single insight.
Nithin S
Senior Executive, Fyers
Convin.ai has transformed our audit process.
The audit dashboard gives us real-time insights with multiple metrics, making it easier for agents to stay updated on manual audits. What used to be time-consuming manual work in Google Sheets is now streamlined, efficient, and insightful thanks to Convin.ai.
Naresh C
Quality executive, Vyapar
“Convin.ai makes reporting effortless — with expert support every step of the way.”
From setup to daily use, Convin.ai delivers a seamless experience. The platform simplifies report generation, delivers clear dashboard insights, and helps us track performance with precision. Plus, their support team is always responsive and reliable, making adoption smooth and stress-free."
Suraj M
Quality Analyst, Bombay shirt company
Convin has been instrumental in automatically scoring our call conversations for our inbound call center, allowing us to provide more consistent and insightful feedback to our agents. It has helped us quickly identify coaching opportunities, spot emerging trends and agent pitfalls with missed scripting phrases, as well as provide additional valuable KPI insights for qualitative scoring. Something that used to take a team additional hours of input can now be done in a fraction of the time within one platform.
Rachael
Director, Customer Success
“It's like having a virtual assistant for every rep and manager.”
Convin.ai captures and analyzes every customer interaction — voice, video, and email. With Convin, we’ve eliminated scattered insights, improved sales performance, accelerated onboarding, and even automated CRM updates. We no longer miss a single insight.
Nithin S
Senior Executive, Fyers
Convin.ai has transformed our audit process.
The audit dashboard gives us real-time insights with multiple metrics, making it easier for agents to stay updated on manual audits. What used to be time-consuming manual work in Google Sheets is now streamlined, efficient, and insightful thanks to Convin.ai.
Naresh C
Quality executive, Vyapar
“Convin.ai makes reporting effortless — with expert support every step of the way.”
From setup to daily use, Convin.ai delivers a seamless experience. The platform simplifies report generation, delivers clear dashboard insights, and helps us track performance with precision. Plus, their support team is always responsive and reliable, making adoption smooth and stress-free."
Suraj M
Quality Analyst, Bombay shirt company

Transform Customer Conversations with Convin’s AI Agent Platform

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