Reduce costs and increase quality
Creovai streamlines contact center operations through real-time agent guidance and post-conversation intelligence. Analyze conversations to reduce operational costs, improve omnichannel service, and empower your agents to resolve issues efficiently.
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Increase agent productivity
Agents shouldn’t have to navigate six different systems or put customers on lengthy holds while they search for answers and approved processes. Creovai guides agents to successful interaction outcomes with easy-to-follow steps and flexible workflows, delivered through one simple interface. Real-time guidance keeps all agents up to speed with new products and processes while reducing training and onboarding time for new hires.
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Reduce operational costs
Help your agents resolve customer issues more efficiently. Arm agents with a GenAI assistant that provides dynamic checklists, relevant prompts, and automated call summaries. Intelligent real-time assistance enables agents to reduce their average handling time and resolve more issues on the first call, lowering the overall costs of contact center operations.
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Find insights to streamline operations
Discover what’s causing your customers to switch support channels, contact your business multiple times, or experience dissatisfaction with your service. Creovai analyzes all your voice and digital interactions, helping you get to the bottom of your biggest operational challenges. Improve processes, reduce effort, and increase cost-efficiency by listening to your customers and agents at scale.
Learn more about Conversation Intelligence
Ensure consistently high-quality service
Track agent performance across every conversation without hiring an army of QA managers. Automate your QA scorecard and bring your coaching sessions into one central hub, giving managers a more holistic view of agent performance and helping agents achieve data-backed goals.
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Identify and act on your biggest opportunities
Turn your contact center into an insights center. Creovai uncovers the root causes of the biggest contact center challenges, including long handle times and repeat contacts, so you can prioritize the improvements with the biggest ROI. Advanced Analytics also show you the factors impacting customer satisfaction and effort so you can make changes that reduce customer churn and operating costs.
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“I want to make sure we’re able to provide the most efficient, effortless engagement possible. Creovai has helped us do that.”
FAQs
How does Creovai reduce operational costs?
Creovai helps reduce operational costs in a number of ways. Our Conversation Intelligence solution can significantly reduce time spent on manual QA and identify cost drivers (such as root causes of repeat contacts and long handle times) so operations leaders can take action. Our Real-Time Agent Assist and Agent Workflow platforms help agents handle customer interactions more efficiently, reducing average handle time and improving first contact resolution. Many of our real-time customers also report that they have reduced their training and onboarding costs by providing agents with relevant guidance and information during interactions.
How does Creovai improve agent onboarding?
Creovai Agent Workflow provides agents with step-by-step guidance in one simple interface, ensuring new agents have the information they need to ramp up quickly and assist customers with confidence. Agent Assist uses AI to provide even more contextual guidance, including dynamic checklists and coaching prompts, helping new agents navigate even the most complex interactions successfully.
Does Creovai support omnichannel interactions?
Yes, Creovai Conversation Intelligence can analyze voice and text-based interactions (including chat, cases, and email). Our real-time products are specifically designed to assist agents during voice interactions.
Does Creovai help personalize customer interactions?
Creovai Agent Workflow integrates with CRMs and other data sources, pulling customer data into a single interface to streamline service and help the agent personalize the interaction. Agent Assist can also be configured to provide prompts about best practices based on similar interactions, helping agents deliver the best experience for every scenario.
Does Creovai offers customizable dashboards and reporting?
Yes, Creovai Conversation Intelligence enables you to build custom reports and dashboards to track the interaction events and KPIs that matter most to your business.
How does Creovai handle data privacy?
Creovai is compliant with GDPR, HIPAA, SOC 2 Type 2, and PCI DSS - SAQ D. All data is encrypted with AES 256, and all data in transit is protected with TLS 1.2 or better. We also use an automated redaction system that can remove PCI (payment card), PII (SSN/SIN), and PHI (health) data from voice and chat interactions. For more information about our data security practices, please reach out to one of our team members.
Are there case studies showing how other operational leaders are using Creovai?
What CCaaS platforms does Creovai integrate with?
Creovai has pre-built integrations with 8x8, Genesys, Five9, NICE, Zendesk, Salesforce, Glia, Gladly and many other CCaaS, CRM, and ticketing platforms. We can also work with you to build custom integrations through our open API. You can learn more about our integrations here.
