Maximize Business Results with Voice of Customer
27 %
Increase in CSAT score
17 %
Increase in Collection Rate
21 %
Increase in sales
Experience a scalable voice of customer analysis that captures 100% of conversations. Not only understand customer needs but also pinpoint areas that need attention. Train agents, refine products, and cater precisely to customer expectations.
Anticipate customer voice and take strategic decisions
Adapt agent performance to customer preferences
Make insight collection scalable with automation.
Capture critical insights from every customer interaction, such as Conversation reasons, Objections, Competition, Sentiment, Common questions, and Product features. Receive a granular analysis of each reason, including CSAT scores, sentiments, agent performance, etc. Identify and highlight poor-quality calls, saving time for auditors and managers alike. Get access to a detailed sentiment breakdown for each conversation. Invest in objection handling techniques, agent performance improvement, FAQ optimization, and product enhancement.
Get tailored Insights by tracking specific parameters and issues unique to your business and industry. Enable tracking of specific issues and customer trends. Understand correlations between different customer issues.
Use customer trends and feedback to inform long-term strategies, product development, and operational changes. Monitor and maintain high service standards through detailed insights into customer interactions.
Utilize insights to identify training needs and improve individual agent performance. Leverage customer feedback to refine interaction strategies, process improvements, and boost customer satisfaction.
Help agents tailor conversations based on insights into customer preferences and behavior. Give agents detailed customer feedback, helping them resolve issues more effectively and efficiently.
Boost agent productivity with real-time Agent Assist. Turn every conversation into a revenue-generating opportunity with real-time guidance.
Automate quality assurance across all channels for every customer interaction. Proactively catch performance snags by avoiding random sampling and encouraging unbiased scoring.
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.
Eliminate human dependency with automated peer-to-peer coaching. Leverage targeted and personalized coaching to improve the call handling quality and reduce escalations.
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.
real-time Agent Assist
Boost agent productivity with real-time Agent Assist. Turn every conversation into a revenue-generating opportunity with real-time guidance.
AUTOMATED QUALITY ASSURANCE
Automate quality assurance across all channels for every customer interaction. Proactively catch performance snags by avoiding random sampling and encouraging unbiased scoring.
CONVERSATION BEHAVIOR ANALYSIS
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.
AUTOMATED AGENT COACHING
Eliminate human dependency with automated peer-to-peer coaching. Leverage targeted and personalized coaching to improve the call handling quality and reduce escalations.
QUALITY MANAGEMENT SOFTWARE
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.
See how our clients transformed their customer conversations.
Tap into Convin Insights and optimize interactions.
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Convin is an AI-backed contact center software that uses conversation intelligence to record, transcribe, and analyze customer conversations.
