Conversation Analytics

Extract conversation intelligence from your sales calls with Convin.

With Convin’s Conversation analytics platform, you can analyze your sales conversations for customer intelligence, meeting intelligence, market intelligence, and deal intelligence.

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Artificial intelligence is advancing, and with it, its applications are getting instilled in every orifice of our life. Just think about it!

Google Alexa is our go-to device after getting up for music, intelligent house functionalities, or creating and checking the daily schedule.

But what do these devices do?

They analyze our voice command, check for the appropriate response, and give it to us. But at the core level, it analyzes our voice and creates a directory of most asked questions, responses and learns to respond more efficiently.

Conversation analytics tools leveraged by businesses to analyze their daily customer engagement pretty much have the same functionality. It analyzes the daily calls to understand the challenges faced by sales reps, their performances, what they are talking about in calls, and the customer’s intent and interest. Post that, it presents this data in an easy-to-understand grid.

Before further adieu, let us first understand what a conversation analytics tool is.

What is Conversation Analytics software?

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A conversation analytics software records sales call via VoIP and IoP and then transcribes the conversations enabling its speech-to-text feature. Post that, it analyses the call transcribes and the recording for call topics, quality, rep’s soft skills, customer intent, tone, and other custom parameters.

It even scores the call quality based on the above parameters.


Why does your organization need Conversation analytics software?

Did you know more than 80% of people still call a business to resolve their queries?

Also, every day, a sales rep makes 100 to 150 cold calls per day. 

That said, doesn’t it make sense to have a solution that could record and analyze these conversations to understand changing customer buying behavior, sales performance, pipeline, and basically understand the company's growth scale.

By analyzing customer engagement, you can quantify the voice of the customer by instilling this data in sales and marketing collateral to stream customers’ conversations. 

The sales team can strongarm their follow-up calls by listening to cold calls and discovery calls and designing the best follow-up call strategy. The marketing team can use this data to create sales call topic-centered marketing collaterals and events for better engaging customers in Tofu and Bofu stages.

Through call tone analysis, AI-enabled conversation analytics also understand customers’ intents and emotions. When your sales reps can understand how your customers feel towards your calls and product, they can better engage with the prospect, especially now when the only way to engage with customers is through video conference and phone calls.

Now that we know why you need conversation analytics software let’s look at some of its benefits for your business.

Convin’s Conversation Analytics benefits

◼️ Uncover Customer Intelligence

Conversation analytics software analyses the calls for the topics discussed and highlights them for you, so you can easily go through the call insights in a few seconds. You can use this data to create customer engaging content and events for holding the attention of your prospects in the Tofu and Bofu stage of the sales funnel.

Your sales team can also leverage the customer intelligence data from previous sales calls to stream the conversation.

◼️ Understand the intent of prospects calls

AI-enabled conversation analytics software analyzes the tone of the conversation to understand the intent of the conversation. The sales reps and call center agents can utilize this data to better engage with the prospect by streamlining the conversation.

◼️ Track sales rep’s performance

Conversation analytics software even evaluates the conversation for the rep’s performance and tracks it. It even checks if the feedback is followed by the rep or not and what is the impact of the feedback.

◼️ Fastrack sales call to review and feedback

In most sales companies sales review, and feedback process takes a lot of time. But with the help of conversation analytics software, you can fast track your sales review and feedback process. Conversation analytics software analyzes sales reps' calls by checking their tone, response, soft skills, and other custom parameters and scores every call. It even prioritizes those calls that need special attention for manual review.

Convin’s conversation analytics software - Xray to the voice of the customer.

Convin enables VoIP and IP protocols to record all business conversations and then it analyzes the conversation tone and responses for customer intelligence, deal intelligence, queries, actionable items, people intelligence, competitor intelligence, and most talked about topics.

It even evaluates and audits 100% of sales calls for their responses, soft skills, interruptions, and other custom parameters. And based on that scores sales calls. It also prioritizes the call that needs special attention for manual review, thus fast-tracking the whole feedback and review process.

Convin is easy to sign up for and easier to integrate with your current business tech stack.

How does Convin’s conversation analytics software work?

Convin’s conversation analytics software is easy to deploy and easier to use. 

Step 1: Integrate
Convin easily integrates with your calendar, dialer, cloud telephony system, video conferencing platform, along with Slack and CRM. Using the calendar meeting link, Convin automatically joins the meeting for recording it.

Step 2: Record
Then it starts eavesdropping on your conversations and even records them - how shameless?

Step 3: Transcribe
After recording the call, Convin transcribes the entire conversation - that means no more note-taking.

Step 4: Analyze
Convin analyzes on the basis of custom parameters and then highlights for you the call insights like; topics discussed, queries, feedback, call performance score, soft skills, actionable items, etc.

Step 5: Share
Remember integration with your Slack. and CRM?

Covin readily shares the insights directly to mail Slack and logs the data in the CRM.

Convin’s conversation analytics software is completely secure

We at Convin understand how important customer and call data security is; that is why we ensure your data is completely secure and safe with our in-house transcription and NLP engine. We ensure for call data security:

  • Secure login and monitoring
  • Hosted on AWS
  • SSL data encryption
  • Role-based access control
  • Enterprise-grade application monitoring
  • GDPR compliant meeting recording

Convin, as of now, supports English, Hindi, and Hinglish. And it takes less than a week to get us onboarded, so don’t wait, ask for a demo now

Conversation analytics by Convin

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