Automation Workflow

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? Organizations see up to 77% time savings on routine tasks with workflow automation.

1. What is automation workflow?

An automation workflow is a sequence of tasks or processes triggered and executed automatically without manual input. It uses pre-defined rules and logic to streamline repetitive business operations—such as sending emails, assigning tickets, or analyzing customer interactions. Platforms like Convin automate call workflows by tagging sentiment, flagging violations, and notifying relevant teams in real time.

2. What are examples of workflow automation?

Common automation workflow examples include:

• Customer support: Auto-routing tickets based on topic or urgency
• Sales CRM: Triggering follow-ups after a customer call
• Marketing: Sending personalized emails based on user behavior
• HR onboarding: Automating document collection and task assignments
• Contact center QA: Using Convin to flag compliance issues and push agent coaching tasks
  

3. Which tool is used for workflow automation?

Popular workflow automation tools include:

• Zapier: Connects multiple apps with triggers/actions
• Make (Integromat): Visual drag-and-drop automation
• HubSpot Workflows: CRM-based automation
• Convin: Contact center-specific automation for QA, coaching, and compliance
• UiPath / Power Automate: Enterprise-level RPA and task automation

Automate agent coaching based on personalized reports