Convin is a conversation intelligence platform that employs Generative AI to empower customer-facing teams. Designed for the dynamic environments of sales, support, and collection call centers, Convin offers AI-backed tools to track, transcribe, and analyze agent-customer interactions across calls, emails, and chats. The platform is segmented into real-time, post-call analysis, conversation insights, and customer experience suite, addressing critical challenges such as manual intervention and reactive quality assurance.
👉 Convin’s Key Products:
A. CX Suite
1. AI Phone calls: Convin AI Phone Call optimizes 100% of inbound and outbound calls with virtual agents, enabling businesses to connect with thousands of leads through personalized, AI-driven voice interactions at low latency.
B. Real-time Suite
1. Real-time Agent Assist: Unlock agent potential with live Agent Assist. Turn every conversation into a revenue-generating opportunity with real-time guidance.
2. Supervisor Assist: Get 100% visibility into all agent-customer conversations in real-time. Observe real-time changes in sentiment trends, track violations, and prevent escalations with Convin’s supervisor assist dashboard.
C. Post-Interaction Suite:
1. Automated QA: Eliminate random sampling, human bias, and inaccurate scoring with Auto QA. Monitor every conversation, including calls, chats, and emails, to understand agent performance and assign coaching.
2. Automated Coaching: Take call center coaching one notch higher with targeted peer-to-peer automated coaching. Have a grip over call center training sessions that are auto-assigned by AI based on best-performing agent conversations. Reduce agent onboarding time by 60% and uptick annual call center ROI.
3. AI Learning Management System: Leverage agent training with a robust LMS comprising manual coaching, a knowledge base, assessments, and courses. Create customized assessments for agents, enrich the knowledge base with the required information, and track agent participation in coaching sessions.
D. Voice of Customer:
1. Convin Insights: 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.
2. Conversation Behavior Analysis: Track and analyze winning and losing trends behind agent-customer interactions and leverage call behavior, action, and phrases to drive more business-winning deals. Replicate winning behavior and eliminate losing behavior to drive a successful and forward-moving business.
3. Customer Intelligence: Unleash the hidden insights within customer calls using customer intelligence. Find keywords and phrases that led to won and lost deals. Listen to customer conversations to discover competitors, objectives, product features, competition, and sentiments.
E. Add-ons,
1. Quality Management System: Your one-stop solution for call listening, randomizer (for sampling), call auditing, and custom reporting. Leave audio and video comments for intuitive feedback and prompt auto-send of reports and feedback.
2. Mobile App: Experience agent performance review and coaching on the go. Convin's versatile app empowers business managers and agents alike. While managers access agent performance and conversation data, agents can improve conversation quality with swift coaching.
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German, English, Gujarati, Hindi, Kannada, Marathi, Spanish, Tamil, Telugu
Product Description
Convin is an AI-backed Full-Stack Conversations QA platform for contact centers.
Overview by
Ashish S
