Convin

Is it truly feasible for call center managers to supervise every agent? Specially on peak days and during high-traffic hours, tracking individual agents while ensuring no misconducts like misselling or compliance violations occur is a daunting task. In reality, providing continuous assistance and preventing customer escalations simultaneously is impossible for managers. Even we at Convin believed it was impossible. We observed agents daily across numerous support, sales, and collections processes navigating complex conversations, striving to deliver quality service, close deals, or ensure timely payments while searching their resources and guidelines. Meanwhile, supervisors struggled to oversee these interactions, often rendered helpless without the tools to provide real-time, impactful guidance. After countless hours of observing agents juggle calls, notes, and data across different contexts, our solution emerged from a simple question: How can we make their lives easier in real time? We introduced Convin's Real-Time Agent Assist and Supervisor Assist with the possibility of transforming reactive conversation monitoring into proactive real-time quality management. Our product offers: 1. Agents with AI-powered scripts, battle cards, and instant knowledge base access turn every interaction—a support query, a sales pitch, or a collections call—into a smooth, informed conversation. 2. Supervisors with a dashboard offering live insights into all ongoing calls, sentiment analysis, and alerts for any deviations, empowering them to guide their teams to excellence across all facets of customer interactions. We believe every call center deserves to deliver an exceptional customer experience. To achieve this stride, call center heads must arm their teams with the power of post-interaction and real-time suites. However, some call centers may need real-time assistance more than others. Hence, I am curious to know which industries will benefit from real-time assistance. Do support your answers with a relevant reason.