Convin is an AI-driven platform designed to revolutionize contact centers by leveraging conversation intelligence. It records, transcribes, and analyzes customer interactions across various channels, including calls, chats, and emails.
This comprehensive approach ensures that businesses gain valuable insights into customer behavior and agent performance, leading to improved service delivery. By automating quality assurance processes, Convin enables organizations to audit 100% of customer conversations, eliminating biases and inconsistencies inherent in manual evaluations.
Beyond quality assurance, Convin offers real-time agent assistance, providing live guidance to agents during customer interactions.
This feature enhances agent performance and boosts customer satisfaction. The platform also includes automated coaching and a robust learning management system, facilitating personalized training and faster onboarding for agents. By analyzing conversation behaviors, Convin identifies winning and losing trends, empowering businesses to replicate successful strategies and address areas needing improvement.
