Convin
Overview
Convin is a company that specializes in enhancing omnichannel contact centers through advanced conversation intelligence powered by AI. They offer a suite of products designed to improve customer interactions, agent performance, and business outcomes by leveraging real-time and post-interaction insights. Their solutions are tailored for various customer-facing teams, including sales, support, and collections, and are built on proprietary large language models (LLMs) to provide actionable insights and automated coaching.
Industry: Contact Center AI
Ideal Customer Profiles: Convin's ideal customers are businesses with omnichannel contact centers that require enhanced customer interaction capabilities. This includes industries such as sales, customer support, collections, and any organization looking to improve agent performance and customer satisfaction through AI-driven insights and automation.
Website: convin.ai
LinkedIn: http://linkedin.com/company/convin
Twitter: http://twitter.com/getconvinAi
Products
Real-Time Agent Assist
Convin's Real-Time Agent Assist provides instant prompts and actionable suggestions during live calls, enhancing agent performance and customer satisfaction by leveraging real-time monitoring and guidance.
Features
Instant Prompts
Description: Provides agents with real-time prompts and suggestions during live calls to help navigate complex queries and handle objections effectively.
Benefit: Improves first call resolution and reduces average handle time, leading to higher customer satisfaction and increased sales.
Automated Tracking
Description: Ensures agents adhere to call scripts and compliance standards by automating tracking and providing a conversation checklist.
Benefit: Maintains brand integrity and reduces compliance violations.
AI-Assisted Knowledge Base
Description: Provides agents with quick access to accurate information through a dynamic knowledge base powered by Generative AI.
Benefit: Reduces search times and improves first call resolutions.
Real-Time Behavioral Coaching
Description: Offers continuous advice and coaching during calls to help agents adapt and improve their performance instantly.
Benefit: Transforms agents into seasoned professionals from day one.
Live Supervisor Assistance
Description: Allows supervisors to monitor active calls in real-time, providing immediate support and intervention when necessary.
Benefit: Reduces escalations and ensures compliance, improving overall agent performance.
Automated Quality Assurance
Convin's Automated Quality Assurance evaluates 100% of customer interactions across all channels, providing unbiased scoring and actionable insights to improve agent performance and compliance.
Features
Automated Call Monitoring
Description: Automates the monitoring of call quality, allowing for the evaluation of a large volume of calls quickly and efficiently.
Benefit: Saves time and reduces costs associated with manual call evaluations.
AI-Driven Scoring
Description: Uses AI to automatically score calls, eliminating the need for manual grading and ensuring consistent evaluation standards.
Benefit: Provides unbiased and accurate scoring, enhancing the reliability of quality assessments.
Custom Scorecards
Description: Allows for the creation of custom scorecards to evaluate agents based on specific business needs and parameters.
Benefit: Enables tailored assessments that align with organizational goals and compliance requirements.
AI-Powered Feedback
Description: Provides agents with immediate feedback on their performance, highlighting successes and areas for improvement.
Benefit: Empowers agents to self-coach and improve their performance continuously.
Automated Reporting
Description: Generates detailed reports automatically, providing insights into agent performance and quality metrics.
Benefit: Facilitates data-driven decision-making and strategic planning.
Automated Agent Coaching
Convin's Automated Agent Coaching provides personalized and targeted coaching at scale, leveraging AI to identify skill gaps and deliver peer-to-peer coaching without human intervention.
Features
Targeted Coaching Recommendations
Description: Automatically generates coaching recommendations for agents based on their performance and skill gaps.
Benefit: Ensures that agents receive the right coaching at the right time, improving their skills and performance.
Self-Coaching Encouragement
Description: Promotes self-coaching by providing agents with actionable suggestions and insights directly through their dashboards and emails.
Benefit: Empowers agents to take charge of their own development and improve independently.
Peer-to-Peer Coaching
Description: Utilizes insights from top-performing agents to create coaching moments that are shared with other agents to improve their performance.
Benefit: Facilitates knowledge sharing and best practice replication across the team.
Coaching Progress Dashboard
Description: Provides a dashboard to track the progress of coaching initiatives and measure their impact on agent performance.
Benefit: Allows managers to assess the effectiveness of coaching programs and make data-driven adjustments.
Team Leaderboard
Description: Displays a leaderboard that ranks agents based on their performance and progress, fostering a competitive and motivating environment.
Benefit: Encourages healthy competition and motivates agents to improve their performance.
Learning Management System (LMS)
Convin's LMS offers a flexible and asynchronous training platform that identifies and addresses skill gaps, ensuring faster onboarding and reduced training costs.
Features
Interactive Knowledge Base
Description: Provides agents with an easy-to-navigate resource hub that requires no training to use, offering quick access to learning materials.
Benefit: Enhances the learning experience and reduces the time needed to find information.
Agent Readiness Assessments
Description: Systematically evaluates new agents to ensure they meet onboarding requirements and are ready to perform their roles effectively.
Benefit: Ensures that agents are well-prepared and capable of delivering high-quality service from the start.
Customized Learning Paths
Description: Creates personalized learning paths for each agent, tailored to their specific needs and skill gaps.
Benefit: Facilitates targeted learning and development, improving agent competency and performance.
Coaching Progress Monitoring
Description: Tracks the progress of coaching initiatives and provides insights into their effectiveness through a comprehensive dashboard.
Benefit: Enables managers to make informed decisions about training and development strategies.
Agent Leaderboard
Description: Displays a leaderboard that ranks agents based on their training progress and performance, encouraging competition and motivation.
Benefit: Motivates agents to engage with training materials and improve their skills.
Call Behavior Analysis
Convin's Call Behavior Analysis identifies winning conversation patterns and behaviors, providing insights to improve customer interactions and business outcomes.
Features
Conversation Categorization
Description: Automatically categorizes conversations based on predefined parameters, identifying both violations and successful interactions.
Benefit: Helps in quickly identifying areas of improvement and replicating successful behaviors.
Winning Probability Dashboard
Description: Provides a dashboard that highlights successful deal parameters and their associated winning probabilities.
Benefit: Enables data-driven decision-making and strategy formulation.
Violation Alerts
Description: Sets up alerts for violations such as foul language or inappropriate agent behavior, allowing for immediate corrective action.
Benefit: Maintains professional standards and protects brand reputation.
Lead Scoring
Description: Implements a lead scoring system to track and prioritize warm and hot leads based on previous interactions.
Benefit: Improves sales efficiency by focusing efforts on high-potential leads.
Win Probability Prediction
Description: Uses historical data to predict the likelihood of winning a lead, providing a probability score for each opportunity.
Benefit: Helps sales teams prioritize their efforts and improve conversion rates.
Quantitative Benefits
"21% Increase in Sales"
"27% Increase in CSAT"
"100% Compliance monitoring"
"17% Increase in collection rates"
"56 sec Lower AHT"
"60% Decrease in Ramp up time"
"Convin secures yet another round of funding to transform customer interactions with cutting-edge AI!🚀"
"27 % Increase in CSAT score"
"17 % Increase in Collection Rate"
"60 % Decrease in agent onboarding time"
"20 % Improvement in call quality Score"
"25 % Decrease in training cost"
"3X Increase in calls audited"
"100% Automated workflows"
"5X Call monitoring efficiency"
Testimonials
"Convin ai not only offers manual auditing for all the calls but also automates the entire call auditing process for 100% customer conversations. It creates custom reporting and makes the overall manual QA more accessible. It saves me a ton of time by highlighting the weak and strong aspects of thousands of agents within minutes."
Kanika S., Team Lead at AESL
Source: Convin: Omnichannel Contact Centers Powered By Conversation Intelligence
"Convin ai eases a lot of manual work, captures the right set of words required to understand and implement good audits that can help coaches to shape up their consultations. Convin's AI based intellect helps you discover all the pain points from consultations which helps the coaches enhance their consultation quality."
Vighnesh S., Team lead
Source: Convin: Omnichannel Contact Centers Powered By Conversation Intelligence
"Convin ai has helped me and my team improve the overall quality aspect of our sales process. Ever since we started using Convin ai, we've seen great improvement in the call structure and call flow used by our agents. The call transcripts allow us to broaden our audit scope and acquire a better understanding of call quality. It's safe to say, Convin ai has significantly sped up the sales process and decreased manual labor."
Samir A., Sales Team Lead
Source: Convin: Omnichannel Contact Centers Powered By Conversation Intelligence
"Convin ai provides an auditor report section that helps me keep a track of the auditors' performance for different parameters that are important to our business. It also sends a detailed report directly to the auditors via email that helps them improve their performance and identify exactly where they are going wrong."
Neelam A., Team Lead at HealthifyMe
Source: Convin: Omnichannel Contact Centers Powered By Conversation Intelligence
"Before Convin ai, our data tracking was disorganized. Integrating Convin ai streamlined our daily operations and allowed us to view all calls under one roof - the Meetings dashboard. Convin ai solves various challenges for me; the top of the list is that it acts as a one-stop platform for listening to 100% calls, creates account/lead level analysis, and tracks parameter scoring."
Chirag K., Education counsellor at AESL
Source: Convin: Omnichannel Contact Centers Powered By Conversation Intelligence
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