Frequently Asked Quesions
What is ConvoZen?
ConvoZen is an AI-powered conversation analytics platform designed for large contact centers. It provides valuable insights from call data and powers up your contact center with features like automated call auditing, real-time analytics, sentiment analysis, and personalized agent coaching tools.
Why is it essential to have a contact center conversational intelligence tool like ConvoZen for our business?
Listening to long hours of call recordings for auditing and understanding customer pain points can be a daunting and time-consuming task.
By utilizing a contact center conversational intelligence tool like ConvoZen, you gain valuable insights into customer interactions that can transform your business.By leveraging advanced AI-driven analytics, you can uncover valuable insights from customer interactions, empowering you to optimize agent performance, elevate customer experiences, ensure compliance, and achieve business excellence
How does ConvoZen work?
ConvoZen works by converting multilingual speech data into text through a powerful transcription engine. This text is then structured into specific business moments and checklists, which are used to generate scores for calls and audit performances. This structured data provides conversational intelligence, agent leaderboards, and coaching possibilities, leading to better decision-making and improving business outcomes
How can ConvoZen help improve my contact center's performance?
ConvoZen works by converting multilingual speech data into text through a powerful transcription engine. This text is then structured into specific business moments and checklists, which are used to generate scores for calls and audit performances. This structured data provides conversational intelligence, agent leaderboards, and coaching possibilities, leading to better decision-making and improving business outcomes
How does ConvoZen assist us in training our agents and effectively managing their performance?
ConvoZen's AI-driven coaching feature offers tailored guidance based on analyzed call data, allowing you to provide targeted training and support to agents. With ConvoZen, you can monitor agent performance, identify areas for improvement, and deliver data-backed feedback leading to continuous growth and development.
Can ConvoZen help us identify areas where agents may need additional support or coaching?
ConvoZen's analytics uncover performance gaps and areas for improvement, enabling you to provide targeted coaching, support, and resources to agents. By identifying specific areas where agents may need assistance, you can foster their professional growth and create a supportive environment for ongoing development.
Can ConvoZen help with dispute resolution?
By providing a record of customer interactions, insights into the details of each call, and flag agent violations. ConvoZen can assist in resolving disputes or misunderstandings.
How does ConvoZen help us improve compliance adherence in our contact center?
ConvoZen's advanced AI capabilities enable auto-quality assurance checks, ensuring that all calls meet compliance regulations. By automating compliance monitoring and providing real-time alerts, ConvoZen helps you maintain adherence, mitigate risks, and demonstrate regulatory compliance to safeguard your business operations.
My customers are from various parts of India. Can ConvoZen handle different languages and accents in call transcriptions?
Yes, ConvoZen currently supports language models to accurately transcribe calls in 6 languages: English, Hindi, Marathi, Telugu, Kannada, and language combinations and dialects. We are extending our functionality to support a few more Indian languages.
Can we define our own 'moments' to track in calls with ConvoZen?
Yes, one of ConvoZen's key features is the ability to define custom moments that align with your specific business needs.
Can I customize ConvoZen's features to suit our business needs?
Yes, ConvoZen's features can be customized according to your specific business requirements, including defining custom moments, checklists, and more. Please contact our customer support for detailed assistance.
Can ConvoZen be easily integrated with my existing tech stack?
Yes, ConvoZen seamlessly integrates with major CRMs, Auto Dialers, and Calendars, making it a flexible solution that can be smoothly incorporated into your current systems and workflows.
ConvoZen offers integration capabilities, with easy-to-use APIs and comprehensive documentation, simplifying the integration process with your existing telephony systems. The user-friendly interface and well-documented APIs ensure a smooth and hassle-free integration experience.
How does ConvoZen ensure the security and privacy of customer interactions?
At ConvoZen, we prioritize the security and privacy of your data. ConvoZen prioritizes data security and follows industry best practices to ensure the confidentiality, integrity, and encryption of customer data. Our platform employs robust security measures, including data encryption, access controls, and regular security audits, to protect sensitive information.
Can ConvoZen be accessed and used on mobile devices?
Yes, ConvoZen is designed to be accessible and user-friendly on mobile devices. Whether you're in the office, at a meeting, or working remotely, you can stay connected and in control with ConvoZen's mobile compatibility.
Can ConvoZen help identify trends or patterns in customer behavior?
Yes, ConvoZen's sophisticated analytics can identify recurring customer behaviors, patterns, and preferences. By analyzing customer interactions, you can gain valuable insights into customer needs, preferences, and trends, allowing you to proactively address customer pain points and deliver personalized experiences.
How long does it take to implement ConvoZen in our contact center?
The implementation timeline can vary depending on your contact center's size, the specific features you require, and the systems you are currently using. Our team will provide a more precise timeline once they understand your needs.
We want to differentiate ourselves from other companies in our industry. How can ConvoZen help us stand out and gain a competitive edge?
By leveraging ConvoZen's advanced analytics and insights, you can make data-driven decisions and gain a competitive edge in your industry. By enhancing agent performance, improving customer satisfaction, and streamlining operations, ConvoZen enables you to deliver exceptional customer experiences and drive business growth.
We believe that agent well-being is directly linked to customer satisfaction. How can ConvoZen help us create a work environment that prioritizes agent happiness and ultimately leads to improved customer experiences?
ConvoZen's analytics highlight agent strengths and areas for improvement, enabling you to provide targeted coaching and support. Focussing on agent development and improvement leads to enhanced agent satisfaction, morale, and overall job performance ensuring positive work environment.
Can ConvoZen analyze video calls or only audio calls?
Currently, ConvoZen is designed to analyze audio calls. For more details on future capabilities, please stay updated with our product announcements.
Can I export my data and insights from ConvoZen?
Yes, ConvoZen allows you to export your data in various formats for further analysis or record-keeping.
How is ConvoZen priced?
ConvoZen's pricing is based on a variety of factors, including the number of agents and the specific features you require. Please contact our sales team for a detailed quote.
