Overview

Conviva's solution for customer support teams is designed to enhance customer satisfaction and streamline support operations. By providing automated alerts and AI-generated summaries, it equips support agents with clear insights into customer issues, enabling them to address concerns more effectively and efficiently. This real-time access to session-level quality of experience (QoE) data ensures that agents are well-prepared for every interaction, leading to reduced call handling times and improved customer experiences.

Features and Capabilities

• Automated Alerts: Receive instant notifications about active incidents, allowing agents to proactively manage and resolve issues before they escalate.
• AI-Generated Summaries: Leverage artificial intelligence to generate concise overviews of a customer's QoE, providing agents with the necessary context to engage effectively.
• Real-Time Session Analytics: Access up-to-the-moment data on each customer's session, enabling immediate identification and troubleshooting of problems.
• Proactive Incident Management: Stay ahead of potential issues with alerts that inform agents of incidents as they occur, facilitating prompt and informed responses.
• Enhanced Customer Interaction Preparation: Equip agents with detailed session insights, ensuring they are fully informed and prepared for each customer call.
• Integration with Existing Systems: Seamlessly incorporate Conviva's tools into current support infrastructures, enhancing capabilities without overhauling existing processes.
• Scalability: Adapt to the needs of businesses of all sizes, from small enterprises to large corporations, ensuring consistent support quality across the board.
• User-Friendly Interface: Navigate through intuitive dashboards and reports, making it easier for agents to access and interpret critical information.
• Comprehensive Support: Benefit from Conviva's dedicated customer service, offering assistance and guidance to maximize the platform's potential.