Open Up Conversations with Your Customers

Arm your agents with ready access to the best answers to customer questions.

Fast, Accurate Responses to Complex Questions.
Many customers still rely on a telephone call to get help. So making the voice channel more efficient, effective and accurate is central to a successful customer service strategy. But exceptional pressure to cut costs adds new levels of complexity the job.  Center operations may be outsourced, moved overseas, or transitioned to virtual centers with agents sitting in their home offices. Platforms and solutions need to deliver more.

Conversive's voice channel solution, the Conversive Agent Desktop, gives your agents fast, scalable access to accurate answers to your customers' most common questions. A search of other knowledge resources is just a mouse click away with Conversive's powerful workflow. And just as quickly, Conversive supports chat collaboration with supervisors for the most difficult or novel questions.

The Conversive Agent Desktop speeds resolution, adds consistency across agents and centers, and reduces the time it takes to bring agents up to speed. Key benefits include:

Accuracy. Using Conversive's conversation engine lets you create excellent answers and procedures in advance, so responses are more accurate and more consistent-even with complex products, promotions, rules and restrictions.

Speed. With Conversive, your agents have the tools and the knowledge to resolve customer questions quickly, usually on the first call. With a single entry your agents have access to instant answers, confederated knowledge resources and instant, real-time collaboration with a supervisor or expert.

Scalable knowledge. Unlike shortcuts or search engines, Conversive can provide you with thousands of answers that are instantly available and actionable.

Agent training. Bringing new agents on board takes time and money, and keeping all agents up to date is an ongoing challenge. Conversive ensures that current information, best practices and expert assistance are always at agents' fingertips.

Collaboration. In a traditional phone-based escalation, each supervisor or expert can help just one agent at a time-leaving the others to wait with customers on hold. Using the Conversive Agent Desktop, a supervisor or expert can hold online chat sessions with multiple agents at once, and the agents stay on line with the customer.

Insight. Conversive gives you insight into the issues your customers care about, the methods your agents are using, and the outcomes you are achieving. You'll also have extensive reporting on the use, effectiveness and impact of the Conversive solution itself with our analytics and reporting tools.