Achieve contact center excellence
27 %
Increase in CSAT score
17 %
Increase in Collection Rate
21 %
Increase in sales
Unlock agent potential with live Agent Assist. Turn every conversation into a revenue-generating opportunity with real-time guidance. Empower your agents to navigate tough discussions and embrace behavior that drives business.
Save time and make information more accessible to agents on live calls. Let agents handle customer queries better by a simple phrase or keyword search that finds the relevant documentation or article. Easy access to a knowledge base makes agents more equipped and attentive on the call.
Improve conversation quality by making script adherence mandatory on live calls. Pinpoint and add critical script parameters that agents need to meet. Give agents a visual checklist to never lose sight of the parameters
Agents receive prompt suggestions on call scripts, compliance violations, and speech adjustments. Highlights suggestions to draw agents' attention and handle customer queries better.
Stop putting off complex queries for later. Battle cards offer optimum information to navigate difficult customer situations. The prompts include a step-by-step flow, hints, and a list of options to investigate. Managers can insert more topics based on the agent's past call performance, simultaneously ensuring self-coaching and guidance.
Language barriers and accents can no longer hamper conversations. Easily distinguish the customer’s accent or revisit a previously spoken statement. Agents can access the live transcript line-by-line or the entire transcript simultaneously.
Improve agent performance with real-time monitoring. Eliminate the fear of complex discussions and catch self-coaching moments at every touchpoint.
Observe drastic improvement in hold times and first call resolutions. Dramatically reduce escalations and compliance violations.
Start observing a reduction in the sales cycle and an improvement in conversions. Level up customer experience that drives new customers and reduces churn.
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.
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.
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.
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.
LEARNING MANAGEMENT SYSTEM
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.
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.
Convin is an AI-backed contact center software that uses conversation intelligence to record, transcribe, and analyze customer conversations.
