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Convin is an AI-backed Full-Stack Conversations QA platform for contact centers. The conversation analysis offers 100% omnichannel conversation audit, winning behavior analysis, and last-mile agent coaching. Key products: 1. Quality Management System 2. Automated Quality Assurance 3. Learning Management System 4. Automated Agent Coaching 5. Call Behaviour Analysis and Customer Intelligence 6. Conversation Intelligence Analyzes calls in English, Hindi, Spanish & 70 other languages.
Provider
Convin
Located In
India
Open API
Unverified
Deployment
Cloud, SaaS, Web-Based
Mobile Apps
Android, iOS
Training
Live Online, Documentation, Videos
Support
Chat, Knowledge Base, Email/Help Desk, Phone Support
Global call centers with high call volumes can easily use Convin's capabilities. Sales, Support, Collections, and Compliance are some of the common use cases.
Content Source: Convin
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Reviewers find Convin's call transcripts feature invaluable for auditing and improving call quality. They highlight the accuracy and searchability of transcripts, which save time and provide detailed insights into client conversations. The ability to generate and share transcripts has enabled them to conduct more comprehensive evaluations and maintain high standards in their call centers.
Users value Convin's call recording capabilities, especially for playback and note-taking, which help them focus on calls without missing important details. They also appreciate the historical call recordings that assist new team members in understanding account history. However, some users experience issues with recording availability and occasional misalignment of call records, which require them to listen back to recordings for accurate interpretation.
Pros
Convin customer supports my finest sales deals. Having the option to go back and analyze my calls allows me to provide the greatest assistance and experience to my consumers.
The Convin app is fantastic and has helped us reduce the learning curve for new agents. If you already have good processes written, Convin will assist you in ensuring that they are followed.
For anyone trying to improve their customer relationships, I highly recommend Convin. It's an effective tool that enables you to concentrate on what's working and improve the parts that require it.
The ability to effortlessly connect with different systems for calls has streamlined our processes, and the product's UX design is both intuitive and impressive.
Cons
Value add features could be :- Setting a timeframe to raise disputes for audits- Multiple auditors handling the same ticket - No history is stored for review in case of error.
It lags at times which makes our work a little slow.2.
You can limit the frequency of updates to once a day to avoid having too many updates.
Sometimes it lags and login issues we face once in month.
"Very user friendly interface, helped my team to grow"
Overall: Excellent
Pros: Audits are perfectly done , Coaching sessions are vey helpful
Cons: Its perfect as of now, after using it for some more time, I may be able to answer this
"Convin is very useful to me"
Overall: Recording client calls so we can go back and collect details we might have missed while being attentive and without taking notes at the time, these were some of the problems we were facing before Convin came into our use. It has really eased our life.
Pros: Convin has had a significant impact on my personal growth. I enjoy looking back over calls after they've been completed, searching for important words, referencing significant points from a prospect, and receiving feedback from my supervisors and peers on specific conversations. Convin has given me the freedom to own my coaching and development, which I appreciate. Because I'm not concerned with putting everything down in my notes, I'm able to be more intentional and focused on listening to the person on the other end of the phone. The ability to go back and evaluate calls has provided me with this.
Cons: I'd like to see more data and statistics on positive and negative trends in the sales cycle from our team
"Lot of Potential - Convin can be a game changer"
Pros: - Ability to identify samples based on Key words- The AI audit engine
Cons: - THe AI engine is not high on Accuracy- Lot of teething issues
"Essential for Agents"
Overall: I may return to my meeting and examine the conversation to verify that I am delivering the best service possible to my clients. Convin allows me to concentrate on the call at hand rather than collecting notes. Convin enables me to build stronger ties with my clientele. Allows new employees to view actual calls and conversations in which they may be involved. It enables a new employee to obtain knowledge and best practices for approaching their task.
Pros: I enjoy that I can readily search Convin for the information I require. I can skip over the things I don't need and get to the information I need quickly! I also like the opportunity to leave comments on other people's video clips. This is fantastic for providing comments and insights into other teammates' talks! I enjoy that I can listen to my teammates' phone calls to see how they approach their task. If they have a different method that works better than mine, I can take notes and improve my customer service.
Cons: The function that shows who is speaking is not always correct.
"Elevating Consultation Services with Convin Sessions on Call Edits at Healthifyme"
Overall: Helping us to understand which product to peech clients.
Pros: As a consultant, I recently had the privilege of participating in Convin sessions on call edits offered by Healthifyme. I must say, it was an eye-opening experience, not only for myself but also for the clients I serve. The Convin sessions have proven to be a valuable tool in my consultation work, allowing me to provide my clients with even more personalized and effective advice. The expert guidance provided during these sessions has enabled me to offer tailored solutions to meet the unique needs and goals of my clients. I have been truly impressed with the professionalism and expertise of the Convin team. Their attention to detail and responsiveness have been exemplary, ensuring that the recommendations I pass on to my clients are accurate and up-to-date. I like how simple it is to provide comments. I've wanted to provide feedback but couldn't figure out how; Convin makes it so simple with the comments function on every conversation call. Also, it is easy to use and easy to implement in your daily work life.
Cons: Nothing, Convin is a fantastic product that truly assists and teaches new abilities.
