“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.

“Good for pulling statistics”

Pros

Having all the key details in one scorecard makes this tool really useful especially for pulling statistics and information without jumping through multiple steps. It cuts down the time spent digging through advanced filters and helps you reach answers much faster. The platform is simple to use and convenient to access so I'd definitely recommend it. We're currently using it to review our call recordings and outgoing emails and the real time dashboard gives us valuable stats and guidance exactly when we need them.

Cons

One thing I had hoped for was getting notified whenever someone used my audit template to analyze their calls. The good part is that it integrates easily and I'm able to receive email notifications as well. At this point, it covers everything I need for analyzing my team's calls.

“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.

“useful review option”

Pros

It lets me pause midway and adjust my remarks or thoughts has been really useful, whether I'm working as a manager, a sales rep or using it day to day as a counselor. I also value the option to replay and review my calls because it helps me prepare better for upcoming meetings and apply the corrections I need. The insights around patience, talk ratio and customer sentiment are especially helpful. I rely on this platform to make sure I'm covering the most important talking points and parameters with customers in future conversations by following the AI recommendations on the meetings page. It has also been helpful for capturing objections I wasn't able to handle at the time.

Cons

At times the platform can be a bit slow but aside from that the functionality is excellent and the customer support team is quick to help resolve any issues or challenges.

“follow up made easy”

Pros

Jumping to the most important parts of a sales call is really simple which makes follow up and deal progress much easier. The integration feels complete and once everything is set up, there's basically nothing else I need to handle. It's excellent for keeping records of meetings, including screen share details and the next steps discussed. I also appreciate being able to see how much each person spoke during a conversation especially since I'm trying to take a more consultative approach and give customers most of the talking time. Connecting it with QMS also makes it simple to review past calls with clients and prospects whenever needed.

Cons

I don't have any complaints. My experience with this platform has been entirely positive because of the value it provides.

“valuable call coaching insights”

Pros

Having recorded calls available to replay has made note taking, coaching and figuring out what to do better much simpler to put into practice and integrate into the workflow. It's also really helpful to listen to other reps' calls and coach yourself on topics you want to improve at on your own schedule. The tips provided for each call, along with the review of the issues discussed, add a lot of value. And when something isn't clear, being able to read it helps too. Speech to text isn't always perfectly accurate but it's still very useful overall.

Cons

The speech to text feature still needs improvement when it comes to regional languages.

“Lets me replay calls”

Pros

Recorded calls have been incredibly valuable, both for people who joined the meeting and for anyone who couldn't make it. I go back to calls regularly to make sure we're staying aligned with our goals. Being able to replay conversations and revisit key points, takeaways and areas where we can improve, along with support from the customer success team, has been really helpful. I use this tool every day and the way it instantly connects with our QMS, telephony system and calendar makes recording conference calls effortless for agents without any extra work.

Cons

So far I don't have any complaints. After using this consistently for more than a year, it has been a fantastic experience throughout.

“makes it simple to get feedback”

Pros

Something that really helps is how simple it is to review customer calls, share them and gather feedback in one place. It does a fantastic job of analyzing client conversations and works really well as a coaching tool. It gives managers a clear way to assess calls, offer focused feedback to sales teams and put those improvements into action. The older recordings are also very useful for helping new account teams quickly understand past conversations and the overall health of an account. On top of that the support team has been consistently strong and has maintained a solid connection with us.

Cons

I rely on it every day to understand which deals are shaping up to be win win situations and where I need to make corrections on my side. From Convin's side, everything has been up to the mark and I dont have any downsides to point out.

“great coaching resource”

Pros

Using this platform with our SDR team has made meeting scheduling a lot more effective. Being able to replay those first prospect calls helps me prepare my discovery in a way regular notes just can't match and the platform is simple to adopt and connect with the tools we already use. Since I work in sales, I need to stay fully present in the conversation, build rapport and really hear what prospects are asking for. It lets me keep my attention on the person I'm speaking with instead of worrying about capturing everything. I also keep discovering useful features and their customer support team stays highly involved and engaged throughout. Having the option to go back, review my calls and improve my talk track and overall approach has been incredibly valuable.

Cons

Convins' AI powered features still need some refinement although they've clearly improved a lot over time.

“Helps with time management”

Pros

Getting virtual coaching sessions up and running was pretty simple and I can learn from my team without having to awkwardly sit in on the call. It also helps a lot with time management since I'm able to listen in on other meetings without needing to join every single one. On top of that the support team has been amazing and I end up using Convin every day.

Cons

It really delivers when it comes to speech analytics so I honestly don't have any complaints.

“insights that really help”

Pros

It has helped me improve and grow in ways I honestly didn't expect especially when it comes to handling interactions better. It's been really useful for catching and resolving issues that happen when details from a conversation get missed or fall through the cracks. Being able to record conversations and revisit them later is a huge advantage. Going back to pull up that information has been incredibly helpful, whether or not I managed to note everything down at the time.

Cons

I don't have anything negative to point out since this app has been very simple to put in place. On top of the features themselves, the support team does a good job of keeping us informed about new feature releases on a regular basis.

“Wide range of features”

Pros

One thing that's made a real difference for us is how this tool handles call reviews and learning without making the process complicated. It comes with several useful features that support the team and we've seen clear benefits when it comes to both reviewing calls and learning from them. Having a single source of truth for all my conversations has been incredibly helpful for improving as a representative. It even helped me notice that I tend to ramble at times so now I'm working on being more concise.

Cons

There honestly isn't much to complain about here. My boss now has full visibility into my calls and is able to give me thoughtful advice and useful ideas after reviewing them which has only helped me improve. That works in my favor either way. It was also simple to bring into our daily workflow and the customer support team made the integration process feel quick and easy.

“fantastic onboarding experience”

Pros

Going back through my sales calls on the meeting page has become part of my daily routine because it helps me revisit useful knowledge shared by customers and partners. The interface is user friendly so locating the right meetings isnt difficult especially with the option to filter by conversation score. It's incredibly valuable to have past calls available to review and study, both for improving future conversations and for spotting bargaining anchors from earlier discussions. It also works really well for onboarding new sales reps and Convin's customer support team gives excellent product demos that help us make full use of the platform's features.

Cons

This platform could be improved by adding more advanced search and filtering capabilities.

“really versatile tool”

Pros

Being able to coach myself, share takeaways with my team, gather feedback and keep refining what works versus what doesn't has made this a really versatile tool. The metrics combine self reporting with team wide reporting which gives a broader view of performance. The team's support also plays a role in helping me close some of my best sales deals. Having the ability to revisit and analyze my calls means I can offer better support and a better overall experience to my customers. It's something I actively use and put into practice every day.

Cons

Nothing specific comes to mind at the moment.

“Gave us better results”

Pros

The software's analytics have been really valuable for our organization. They help pinpoint where employee client conversations can be improved which has led to better performance and stronger overall outcomes.

Cons

The support team is always available to help and provides genuinely useful support whenever it's needed so I don't have anything to complain about.

“useful for sales team”

Pros

This tool really helps both the sales team and the company overall as well. It makes it simple to share the actual voice of prospects and customers across every department. That has been useful for product development, marketing, customer success and transitions, forecasting and more, all in a way that integrates very naturally. Another plus is that I can listen to conversations on my own schedule instead of having to interrupt my day to call people.

Cons

I've already noticed improvements and it feels like there will be even more over time. Honestly, I don't have anything to point out.

“Better follow ups”

Pros

Honestly, being able to see how many filler words I tend to use has been one of the biggest benefits I've gotten from this. It helps me stay more focused during calls, then go back later to spot the next steps, understand the customer's own wording so I can personalize my follow up emails and honestly review my own performance so I can improve the next time. On top of that I can also learn a lot by listening to how my colleagues handle their conversations.

Cons

Only real issue that comes to mind is that the transcript doesn't always capture everything accurately. Other than that, the tool has been fantastic.

“powerful conversation insights”

Pros

Going through thousands of employee conversations takes a lot less time with this. It helps identify exactly where improvements are needed which makes evaluation much more efficient.

Cons

Our customer service rep is consistently available and helpful whenever support is needed, so even when a problem comes up its resolved quickly. I dont have any complaints.

“smart call logging”

Pros

What really helps is how this platform automatically adds my scheduled calls and logs them so I don't have to keep track of everything myself. It also makes reviewing recorded calls very convenient. The platform comes with useful coaching features for specific talking points, trigger word analysis and more. On top of that it's simple to set up, use and integrate and the customer support team has been amazing whenever I've had questions or needed help.

Cons

Honestly, I've been enjoying all the features and functionality it offers which is why I end up using it every day and I cant think of anything negative to add here.