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Software Details
Convoso
Categories

Customer Journey Orchestration (CCaaS)

Deliver personalized and seamless customer experiences across all channels. Manage customer interactions, automate engagement, and build lasting relationships with tools for contact center operations, omnichannel communication, and customer journey mapping.

Workforce Engagement Management (WEM)

Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.

Types

Agent Assist

Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.

Omni-Channel Routing

Route customer interactions to the most appropriate agent or resource based on skills, availability, and channel. Deliver seamless customer experiences across voice, chat, email, and social media. This allows your agents to work out of a single tool and enables operations to more efficiently staff support.

Outbound Dialer

Automate outbound calling campaigns for sales, marketing, and customer service. Increase efficiency and improve contact rates with features like predictive dialing, call scripting, and lead management.

Telecom Reputation Management

Products that programmatically manage phone numbers for compliance requirements like TCPA, CMS, cleanse and validate phone numbers, and branded outbound Caller ID, Fraud Identification.

Integrations

HubSpot

HubSpot provides an all-in-one CRM platform that integrates marketing, sales, service, and operations tools to help businesses grow better.

Salesforce

Salesforce provides a comprehensive CRM platform, enabling businesses to manage sales, service, marketing, and commerce at scale, with AI-powered insights.

Compliance

SOC 2

Interested in Convoso
Talk to a technology advisor for no cost/obligation to better understand how Convoso can be a fit for your business.
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Convoso
More Details
Convoso is the leading AI-powered contact center platform for outbound campaigns, offering a multimode dialer and workflow automation to drive productivity and maximize ROI.
Convoso is the leading AI-powered contact center platform for outbound campaigns, offering a multimode dialer and workflow automation to drive productivity and maximize ROI.
Overview Buying Guide

Overview

Convoso provides an advanced contact center platform designed to optimize outbound calling campaigns with AI-driven tools and predictive dialers. Trusted by businesses in insurance, financial services, and marketing, Convoso’s platform improves agent performance and reduces operational costs. The solution is scalable for teams ranging from 20 to over 1,000 agents.

CXponent's Take

Product Differentiation

  • Predictive Dialer: Reduces downtime and optimizes agent performance.
  • Call Routing Algorithms: Ensures higher connection rates.
  • Compliance Management Tools: Meets TCPA regulations.
  • Omnichannel Integration: Combines voice, email, and SMS campaigns.
  • Real-Time Analytics: Provides actionable insights into performance.

Company Differentiation

  • Trusted by leading insurance and financial services providers.
  • Proven to boost connection rates and revenue growth.
  • Scalable platform suitable for businesses of all sizes.
  • Continuous platform updates to ensure top-tier performance.
  • Dedicated customer support for implementation and training.

Buying Guide

For businesses aiming to optimize contact center efficiency and enhance customer outreach, Convoso offers an AI-powered platform for automating and managing outbound calling campaigns. CXponent provides expert guidance to help you implement Convoso’s solutions, driving higher conversions and operational efficiency.

Key Features and Benefits

  • AI-Powered Dialing: Increase connection rates with predictive and progressive dialing modes powered by AI.
  • Compliance Management: Stay ahead of regulations with built-in tools for call compliance and monitoring.
  • Lead Prioritization: Use advanced algorithms to target high-value leads and maximize ROI on outbound efforts.
  • Real-Time Analytics: Monitor campaign performance and agent activity through detailed dashboards.
  • Omni-Channel Capabilities: Combine phone, SMS, and email for a unified customer engagement strategy.

Technical Requirements

  • Requires access to high-speed internet for optimal platform performance.
  • Supports integration with major CRM and lead management systems.
  • APIs available for custom workflows and advanced integrations.

Business Requirements

  • Commitment to improving outbound sales and customer engagement processes.
  • Alignment between sales and compliance teams to ensure adherence to calling regulations.
  • Defined KPIs for evaluating success, such as lead conversion rates and agent productivity metrics.

Use Cases

  • Outbound Sales: Enhance lead conversion rates with AI-powered dialing and lead prioritization tools.
  • Telemarketing Compliance: Automate compliance management to mitigate risks and streamline regulatory adherence.
  • Customer Engagement: Use omni-channel tools to deliver consistent and personalized outreach across phone, SMS, and email.

Qualifying Questions

  • How does your organization currently manage outbound calling campaigns?
  • Are compliance requirements a significant challenge for your contact center?
  • Do you require omni-channel capabilities for customer engagement?
  • What metrics are most important for measuring the success of your outbound campaigns?

Implementation Timeline & Considerations

  • Timeline: Implementation typically takes 2-4 weeks, including platform setup and agent training.
  • Integration: Ensure compatibility with your existing CRM or lead management system during setup.
  • Considerations: Provide training on compliance tools and dialing modes to ensure maximum effectiveness and adherence.

ROI and Business Impact

  • Increased Conversion Rates: Businesses often report a 20-30% improvement in lead conversions with Convoso’s platform.
  • Enhanced Agent Productivity: Automate dialing and compliance management, freeing agents to focus on customer interactions.
  • Reduced Compliance Risks: Mitigate regulatory risks with real-time compliance tools and monitoring.

Cost Model

Convoso offers a subscription-based pricing model tailored to team size and feature requirements. Pricing includes options for predictive dialing, compliance management, and omni-channel capabilities. Custom quotes are available for larger teams or specialized needs.

Roles of Decision Makers

  • Chief Sales Officer (CSO): Oversees outbound sales strategy and tracks campaign performance.
  • Compliance Manager: Ensures regulatory adherence and manages compliance tool configurations.
  • IT Leadership: Handles platform integration and technical support.

Additional Considerations and Helpful Tips

  • Start with a pilot campaign to measure the platform’s impact on key metrics before scaling.
  • Leverage Convoso’s analytics tools to refine lead prioritization and dialing strategies.
  • Ensure agents are trained on omni-channel engagement techniques to maximize customer reach and satisfaction.

Next Steps

Ready to optimize your contact center with Convoso? Contact CXponent for expert guidance on implementing Convoso’s AI-powered platform to achieve your sales and engagement goals.
Software Details
Convoso
Categories

Customer Journey Orchestration (CCaaS)

Deliver personalized and seamless customer experiences across all channels. Manage customer interactions, automate engagement, and build lasting relationships with tools for contact center operations, omnichannel communication, and customer journey mapping.

Workforce Engagement Management (WEM)

Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.

Types

Agent Assist

Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.

Omni-Channel Routing

Route customer interactions to the most appropriate agent or resource based on skills, availability, and channel. Deliver seamless customer experiences across voice, chat, email, and social media. This allows your agents to work out of a single tool and enables operations to more efficiently staff support.

Outbound Dialer

Automate outbound calling campaigns for sales, marketing, and customer service. Increase efficiency and improve contact rates with features like predictive dialing, call scripting, and lead management.

Telecom Reputation Management

Products that programmatically manage phone numbers for compliance requirements like TCPA, CMS, cleanse and validate phone numbers, and branded outbound Caller ID, Fraud Identification.

Integrations

HubSpot

HubSpot provides an all-in-one CRM platform that integrates marketing, sales, service, and operations tools to help businesses grow better.

Salesforce

Salesforce provides a comprehensive CRM platform, enabling businesses to manage sales, service, marketing, and commerce at scale, with AI-powered insights.

Compliance

SOC 2

Interested in Convoso
Talk to a technology advisor for no cost/obligation to better understand how Convoso can be a fit for your business.