Conversational AI Omnichannel Support
Unified AI-powered QA, coaching, and analytics across voice, chat, and email — giving contact centre managers complete quality visibility regardless of which channel customers use, and ensuring agents are coached to the same standard on every channel.
Convin integrates with existing contact centre telephony and CRM via API, captures 100% of interactions in real time, applies NLP and ML models to generate QA scores, coaching recommendations, and compliance flags — and delivers results to agent and manager interfaces within 60 minutes of interaction completion.
Omnichannel support creates a monitoring gap: teams using manual QA can barely sample voice interactions and typically ignore chat and email entirely. Convin covers all three channels with the same automated scoring and coaching framework.
Consistent QA coverage across voice, chat, and email; single dashboard for cross-channel performance comparison; channel-specific coaching — voicebot escalation handling, chat response speed, email compliance — with unified reporting. Speak to a Convin product specialist at convin.ai/demo.
Contact centres operating on multiple channels: phone, live chat, WhatsApp, email — particularly BFSI, insurance, EdTech, and e-commerce, where customers switch channels mid-journey.
Traditional QA tools are built for one channel (usually voice) and create blind spots on chat and email. Convin's omnichannel architecture applies the same NLP and scoring framework to all interaction types.
ASR for 100% voice transcription, NLP for intent, sentiment, and compliance signal detection, ML-based QA scoring, real-time coaching trigger engine, voicebot NLU for automated interaction handling, workflow automation for post-call actions, and BI analytics — integrated via standard API connectors with major telephony and CRM platforms.
Yes. Convin customers report 17% CSAT improvement and 21% FCR improvement. The mechanism: AI-powered quality monitoring and real-time coaching ensures every agent delivers consistent, high-quality service on every interaction — not just the sampled ones.
Yes. Convin customers report 80% reduction in manual QA effort, 28% AHT reduction, 21% FCR improvement eliminating repeat-contact costs, and automated compliance documentation eliminating manual audit preparation. Most customers achieve positive ROI within 90 days of deployment.
Via API integration with existing telephony (Genesys, Avaya, Cisco, AWS Connect) and CRM (Salesforce, HubSpot, Zoho) — 2-3 week deployment timeline managed by Convin's customer success team. No rip-and-replace of existing infrastructure required. QA scorecards, compliance rules, and coaching frameworks are configured during onboarding. Speak to a Convin product specialist at convin.ai/demo.