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.
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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Analyze omnichannel conversations
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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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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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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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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 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.
Convin can effortlessly integrate with your tech stack
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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
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
Boost Productivity and Streamline Daily Tasks
