Convoso

The implementation process for Convoso software typically involves several key steps:

1. Requirement Gathering: Understanding the customer's unique requirements and objectives.
2. System Configuration: Customizing the software to fit the specific needs of the customer. This includes setting up campaigns, automating routine tasks, and utilizing tools and reports to meet business goals.
3. Data Migration: Ensuring accurate and secure migration of customer data.
4. User Training: Providing comprehensive training programs to ensure proficiency in using the software. This includes hands-on onboarding and ongoing coaching.
5. Testing: Conducting thorough testing to identify and rectify any potential issues before deployment.

1. Dynamic Scripting:
   • Convoso offers dynamic scripting software that allows businesses to create customized scripts that adapt in real-time to the flow of each conversation. This ensures agents can respond appropriately to various situations while staying on message and in compliance.
2. Workflow Automation:
   • The software includes workflow automation features that allow businesses to customize lead follow-up processes using behavior-based rules. This can include sending perfectly timed text messages, emails, calls, or other communication methods based on predefined Smart Events and Smart Triggers.
3. Real-Time Reporting:
   • Convoso provides customizable real-time reporting capabilities, enabling businesses to see which lists are underperforming or overperforming immediately. This allows for quick adjustments to strategies and operations.
4. Call Scheduling:
   • The call scheduling software within Convoso can be customized to optimize outbound calling times, ensuring that calls are made at the most effective times of the day for each lead. This feature helps increase contact rates and agent talk time.
5. Compliance Tools:
   • Convoso includes compliance-centered features and tools such as DNC scrubbing, easy call scheduling, and automation to minimize the risk of human error. These tools can be customized to ensure adherence to various regulatory requirements.
6. Integration with Other Systems:
   • Convoso supports integration with various third-party systems like CRM platforms, allowing businesses to customize their tech stack and ensure seamless data flow and operational efficiency.
7. Omnichannel Communication:
   • The software supports omnichannel communication, including predictive dialing, ringless voicemail drops, customizable email templates, and text messages. Businesses can create predefined schedules that automatically decide when to place an outbound call or send non-voice communication, tailored to their specific needs.
8. Caller ID Reputation Management:
   • Convoso offers tools to manage caller ID reputation, helping businesses avoid "Spam Likely" labels and ensuring their calls reach more leads. This feature can be customized to protect phone numbers and improve contact rates.
9. Customizable Dashboards:
   • The software includes customizable dashboards that provide insights from real-time analytics and reporting, allowing businesses to make data-driven decisions and optimize agent performance.
10. Lead Prioritization:
    • Convoso's dialer can prioritize the warmest, freshest leads, ensuring that high-intent leads are contacted as soon as possible. This feature can be customized to fit the specific lead management strategies of a business.
11. Smart Voicemail Drop:
    • The smart voicemail drop feature allows businesses to deliver customized messages that vary according to call cadence, maximizing callbacks and ensuring campaign-specific messaging.
12. Adjustable Dial Levels:
    • The power dialer software allows administrators to set and adjust dial levels throughout the day based on agent availability, drop rates, and other key performance indicators. This ensures that the dialing pace can be customized to meet the specific needs of the business.

1. Setup Fees:
   • Convoso does not charge a setup fee.
2. Monthly Subscription:
   • The starting price for Convoso's paid version is $90 per month.
3. Telecommunication Charges:
   • Some users have reported that telecommunication charges are above the industry average, with limited flexibility in pricing.
4. Regulatory and Compliance Fees:
   • Convoso may charge fees related to compliance with federal, state, and municipal regulations. This includes contributions to the Federal and state Universal Service Funds (USF), 911 and E911 services, and a monthly regulatory recovery fee.
5. Maintenance Fees:
   • Regular maintenance fees are necessary to ensure data security and system updates. These fees cover the cost of updating software, installing security patches, and implementing robust security protocols to prevent unauthorized access to sensitive data.
6. Support Charges:
   • Customers are responsible for any fees related to technical support and training provided by Convoso. Designated technical contacts must undergo Convoso product training, and any additional support beyond this may incur extra costs.

1. Onboarding:
   • Convoso provides a hands-on onboarding process to help customers get the most out of the platform. This includes product customization and configuration.
2. Dedicated Customer Success Manager:
   • Each customer is assigned a dedicated Customer Success Manager for ongoing coaching and support.
3. Training Programs:
   • Comprehensive training sessions are available, including live online training, webinars, documentation, and videos.
4. Helpdesk and Technical Support:
   • Convoso offers a reliable helpdesk for resolving issues quickly and provides on-demand troubleshooting. Customers must designate up to two technical contacts who are authorized to create support tickets and contact Convoso regarding any inquiries.

1. Encryption and Data Protection:
   • Convoso uses industry-standard encryption protocols to protect sensitive data during transmission and storage.
2. Security Incident Management:
   • Convoso maintains security incident management policies and procedures. They notify customers without undue delay after becoming aware of a personal data incident and take necessary steps to remediate the cause.
3. Compliance with Data Protection Laws:
   • Convoso supports compliance with various data protection laws, including GDPR, CCPA, PCI DSS, FDCPA, and HIPAA. These regulations ensure the secure handling of personal and sensitive data.
4. Regular Maintenance and Updates:
   • Regular maintenance is performed to update security systems and protocols, install security patches, and implement new security measures to prevent unauthorized access.
5. Caller ID Reputation Management:
   • Convoso offers tools to manage caller ID reputation, helping businesses avoid "Spam Likely" labels and ensuring their calls reach more leads. This includes advanced DID monitoring capabilities and the ability to swap out flagged numbers quickly.
6. Data Processing Addendum (DPA):
   • Convoso provides a Data Processing Addendum that outlines their commitment to data protection, including the return and deletion of personal data, appointment of sub-processors, and limitation of liability.

Frequency of Updates

• Continuous Updates: Convoso continuously updates its software, making many tweaks and upgrades throughout the month. While not all updates are listed, significant changes and new features are highlighted periodically.
• Regular Product Updates: Convoso provides regular product updates, as evidenced by their product update roundups, such as the one through November 17, 2022.

Management of Updates

• Customer Feedback: Convoso encourages customers to provide feedback on features and fixes that could benefit their business, indicating a customer-centric approach to managing updates.
• Compliance and Safeguards: Convoso builds safeguards into their user interface to ensure compliance with the latest regulatory requirements, such as the Campaign Registry rules for 10DLC SMS campaigns. This ensures that updates not only add new features but also maintain compliance with industry standards.
• Integration and Synchronization: Updates often include new integrations, such as the Google Calendar integration, which allows agents to sync call backs with their personal calendars. This ensures that updates enhance the usability and functionality of the software.

Customer Ownership:

• Customers own all rights to their content and data. Convoso requires a license to upload, store, and perform (i.e., enable playback) the customer content and data solely to display such data to the customer and enable interaction with it.

Data Retention and Purging:

• Convoso retains the right to periodically purge customer data from its servers to maximize system performance. It is the customer's responsibility to download, maintain, and preserve their data if they choose to do so. Certain types of data may be stored by Convoso for an additional fee.

Data Portability:

• Customers can retrieve their data using various reports and export functions provided by Convoso. For example, CRM data, call logs, campaign states, dialing lists, and recordings can be retrieved within specified retention periods.

Scalability:

• Convoso's platform supports scaling up or down based on the number of agents and call volume. This flexibility allows businesses to adjust their usage as their needs change, ensuring that they can handle increased call volumes or reduce capacity during slower periods.

Automation and Efficiency:

• The software includes automation tools and AI solutions that streamline processes, making it easier to scale operations without necessarily increasing the workforce. This helps businesses achieve better ROI by improving efficiency and reducing idle time for agents.

Support for Growth:

• Convoso provides robust support to help businesses scale. This includes dedicated customer success managers, comprehensive training programs, and ongoing coaching to ensure that customers can effectively use the platform as their needs evolve.

Automatic Renewal:

• Convoso contracts typically include an automatic renewal clause. This means that unless the customer provides written notice of termination at least sixty days before the end of the current term, the contract will automatically renew for another term.

Pre-Payments and Non-Refundable Payments:

• All payments to Convoso are pre-payments and are non-refundable. This includes payments for the initial term and any renewal terms. Customers must pre-pay the authorized user fee for each service period, and these payments are automatically renewed for the next service period unless terminated.

Notification Period:

• Customers must provide written notice of termination at least sixty days before the end of the current term to avoid automatic renewal.

Taxes and Fees:

• Customers are responsible for paying all applicable taxes and fees associated with the Convoso services. These fees are included in the authorized user fee and may vary by service period. Convoso will calculate and bill these taxes and fees in advance or in arrears at its sole discretion.

Termination for Breach:

• Either party may terminate the agreement for a material breach by providing thirty days' written notice specifying the breach. If the breach is not cured within the notice period, the agreement may be terminated.

Termination for Insolvency:

• The agreement may be terminated automatically if either party becomes insolvent, has a bankruptcy proceeding commenced against it, or has a receiver appointed to handle its assets or affairs that is not dismissed within forty-five days.

Suspension or Termination by Convoso:

• Convoso reserves the right to suspend or terminate the agreement without notice if it determines that the customer's use of the system materially violates any applicable law, regulation, or prohibited use policy.

Data Retention and Purging:

• Convoso retains the right to periodically purge customer data from its servers to maximize system performance. Customers are responsible for downloading, maintaining, and preserving their data if they choose to do so. Certain types of data may be stored by Convoso for an additional fee.

1. TCPA (Telephone ConsumerProtection Act):
   • Convoso's softwareincludes toolsto support compliancewith TCPA regulations, such as DNC (Do NotCall) scrubbing, calltime restrictions, and click-to-comply dialingmodes.
2. State and LocalCompliance:
   • Convoso providestools to complywith variousstate and localregulations, includingstate-specific do-not-call lists, call time restrictions, and bans duringemergencies. TheStateTracker™ toolhelps managecompliance withstate laws.
3. GDPR (General DataProtection Regulation):
   • Convoso's Data ProcessingAddendum (DPA) outlinescompliance withGDPR, includingdata subjectrights, dataretention, anddeletion policies.
4. CCPA (CaliforniaConsumer PrivacyAct):
   • Convoso supports compliancewith CCPA, ensuringthat customerdata is handledaccording toCalifornia's privacyregulations.
5. PCI DSS (Payment CardIndustry DataSecurity Standard):
   • Convoso adheres toPCI DSS standardsto ensure thesecure handlingof payment information.
6. HIPAA (Health InsurancePortability andAccountabilityAct):
   • Convoso's softwarecan be configuredto comply withHIPAA regulationsfor handlingprotected healthinformation (PHI).
7. FDCPA (Fair DebtCollection PracticesAct):
   • Convoso includes featuresto support compliancewith FDCPA, ensuringthat debt collectionpractices adhereto legal standards.
8. Data ProtectionImpact Assessments (DPIA):
   • Convoso providesreasonable cooperationand assistanceto customersin conductingDPIAs relatedto the use ofConvoso services, as requiredby data protectionlaws.