Convin

“accurate transcripts”

Pros

This has been really useful for compliance, script reading and getting accurate transcripts. The call tagging and dispositioning are appropriate and it also helps keep agents like me accountable for KPIs since we can track account scores as win/loss deals. It's a very strong product for manual quality assurance scoring.

Cons

I haven't run into any issues with it and the AI is simple to use.

“helped me improve immensely”

Pros

Being able to see both my own scores and the team's scores has been really helpful. I can also review every audit and use the Get Feedback feature to ask my managers for input on the conversations I've handled. That has helped me understand where I need to improve and I'm definitely getting better at my calls and overall customer service. It manages to be adaptable, scalable and user friendly at the same time. It was also simple to roll out. Before using it, we didn't really have a proper quality assurance platform in place but Convin helped us establish a useful QA process. On top of that the customer support team is quick to respond whenever we have questions.

Cons

The AI based customer intelligence still has room for improvement because it occasionally gives inaccurate analysis.

“helpful AI call insights”

Pros

One thing that really works well is the AI capability which gives a complete, holistic view of the entire call content. It makes understanding conversations much more convenient and the tool is quite simple to adopt and put into use.

Cons

Its interface during call auditing could definitely be larger since the current size makes it less comfortable to work with. Also, the auditing process takes too long and the time required to publish the report should be reduced.