Convoso Features

Dialing Options (3)

Preview Dialing: Based on 134 Convoso reviews and verified by the G2 Product R&D team. Presents information about the individual being called before the call begins.
Progressive Dialing: Based on 139 Convoso reviews and verified by the G2 Product R&D team. Gives agents a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing.
Predictive Dialing: Uses machine learning to determine the best times to call and adjust dialing speed to connect agents with leads efficiently.

Whisper Coaching: Based on 127 Convoso reviews and verified by the G2 Product R&D team. Allows a supervisor to listen to a call and train in real time.
Callback Scheduling: Based on 146 Convoso reviews and verified by the G2 Product R&D team. Reschedules calls within the software itself, either through a prompt or by the agent themselves.
Call Recording: Based on 147 Convoso reviews and verified by the G2 Product R&D team. Records calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

Voice Activity Detection: Based on 123 Convoso reviews and verified by the G2 Product R&D team. Decides response type by determining if voice is a human response or an answering machine.
Interactive Voice Response (IVR): Based on 115 Convoso reviews and verified by the G2 Product R&D team. Uses touch-tone or voice input to interact with callers, gather information, and route them to the appropriate agent or department.
Call Scrubbing: Based on 114 Convoso reviews and verified by the G2 Product R&D team. Removes phone numbers from an uploaded list that appear on the National Do Not Call Registry.

Voice: Based on 115 Convoso reviews and verified by the G2 Product R&D team. Provides voice call functionality.
Social: Provides an interface for one or more social media channels. This feature was mentioned in 86 Convoso reviews.
Web Chat: Based on 78 Convoso reviews and verified by the G2 Product R&D team. Includes or integrates with live chat initiaited from the company's web site.
Mobile SMS: Based on 85 Convoso reviews and verified by the G2 Product R&D team. Accepts contacts initiated through SMS or other mobile text functions.
Email: Based on 82 Convoso reviews and verified by the G2 Product R&D team. Allows CSRs to receive and answer customer emails.

Session Routing: Based on 100 Convoso reviews and verified by the G2 Product R&D team. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.
Session Queuing: Based on 103 Convoso reviews and verified by the G2 Product R&D team. Callers can be routed to a queue or placed on hold until an agent becomes available.
Concurrent Calling: Based on 109 Convoso reviews and verified by the G2 Product R&D team. Place a large or unlimited volume of calls simultaneously without diminishing the call quality.
Speech Analytics: Provides some level of analytics based on keywords and vocal tones. 82 reviewers of Convoso have provided feedback on this feature.
Auto Dialer: Based on 110 Convoso reviews and verified by the G2 Product R&D team. Has auto dialing or predictive dialing functions for outbound use.
IVR: Based on 87 Convoso reviews and verified by the G2 Product R&D team. Includes an interactive phone menu.
Inbound Screen Pop: Based on 105 Convoso reviews and verified by the G2 Product R&D team. Populates CSR's screen with available customer data.
Persistent Data: Based on 102 Convoso reviews. Maintains and shares information across channels and agents as the case progresses.

Session Summary Notes: Based on 109 Convoso reviews and verified by the G2 Product R&D team. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.
Administrator Access: Based on 110 Convoso reviews and verified by the G2 Product R&D team. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.
Reporting & Dashboards: Based on 127 Convoso reviews and verified by the G2 Product R&D team. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.
Session Recording: Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. This feature was mentioned in 109 Convoso reviews.
Agent Scheduling and Assignment: Based on 98 Convoso reviews. Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.

Call Prioritization and List Optimization: Uses AI to prioritize and reorder call lists based on lead quality, past interactions and optimal call times.
Compliance Monitoring: Uses AI to ensure call compliance with regulations like TCPA or GDPR by detecting violations and triggering alerts or restrictions.
Speech Analytics and Sentiment Analysis: Uses AI to analyze call recordings for sentiment, tone and language to assess interaction quality and flag calls needing follow up or review.