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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on-the-go
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.
Trusted by B2C Leaders Who Get It.
“With Convin, we expanded from manually auditing just 2% of calls to 100% coverage through AI-powered audits. This insight reduced social media escalations by 50% within a year.”
Preeti Singh
Quality Assurance Lead
Preeti Singh
Quality Assurance Lead
Read Casestudy
INDUSTRY
Consumer Electronics
CONTACT CENTER SIZE
350+
FOUNDED
2011
"Convin.ai helped us scale our call audit coverage from 1.5% to nearly 30%, enabling real-time feedback and better agent performance. Their AI-powered LMS was a game-changer—automatically creating personalized training from call data. The team has been a true partner, constantly sharing valuable insights and helping us improve key metrics like AHT and CSAT."
Preeti Singh
Quality Assurance Lead
Mohit Sidhwani
Head of Customer Experience
Before Convin, we lacked visibility into why leads were being closed incorrectly, which made it difficult to identify missed business opportunities and impacted both conversions and forecasting accuracy. With Convin’s AI-driven insights, we can now spot genuine buying intent, recover lost leads, and take timely action. This has significantly improved our sales efficiency and reduced revenue leakage. A major advantage has been the alignment it’s created across sales, quality, and business teams- everyone now works with the same reliable data.
Hardik Singh
Functional Head– Quality & Training, Physics Wallah
Before Convin, our quality reviews were entirely manual and limited to a small sample of calls, making it hard to identify patterns or spot missed sales opportunities. With Convin, we can now analyze every call automatically and gain complete visibility into how agents handle leads. The platform helps us flag missed opportunities, provide targeted feedback, and ensure consistent, objective QA scoring. Our reviews are now faster, more accurate, and far more insightful.
Berkha & Devayani
AM- Quality Assurance, Physics Wallah
Before Convin, it was difficult to link quality insights with training outcomes, making it hard to measure how coaching impacted performance and slowing down new agent ramp-up. With Convin, we can now quickly identify skill gaps that affect conversions and deliver targeted, effective coaching. Training has become more focused, and we’re excited to explore Convin’s LMS capabilities to integrate quality and learning on a single platform. The results have been tangible in both agent performance and efficiency. The Convin team has been highly responsive, open to feedback, and proactive in tailoring the platform to our needs.
Ravi Sachan
Senior Manager– Quality & Training, Physics Wallah
“With Convin, we expanded from manually auditing just 2% of calls to 100% coverage through AI-powered audits. This insight reduced social media escalations by 50% within a year.”
Preeti Singh
Quality Assurance Lead
Preeti Singh
Quality Assurance Lead
Read Casestudy
INDUSTRY
Consumer Electronics
CONTACT CENTER SIZE
350+
FOUNDED
2011
"Convin.ai helped us scale our call audit coverage from 1.5% to nearly 30%, enabling real-time feedback and better agent performance. Their AI-powered LMS was a game-changer—automatically creating personalized training from call data. The team has been a true partner, constantly sharing valuable insights and helping us improve key metrics like AHT and CSAT."
Mohit Sidhwani
Head of Customer Experience
Transform Customer Conversations with Convin’s AI Agent Platform
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