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Conviva for Service Cloud
Transforming the Customer Care Experience for Streaming Media
- Industries
- Media & Entertainment
- Business Need
- Customer Service
Empower customer care agents with viewer experience & stream performance data made available directly within Salesforce Service Cloud. With this data, agents have the power to troubleshoot and resolve issues faster with clear insights on each customer.
Highlights
Accelerate first call resolution - Give CSR’s full visibility into the performance of each stream, allowing agents to quickly form an accurate picture of the viewer experience in order to provide faster and more context-aware customer care.
Troubleshoot with a glance – With granular insights into bitrate, ISP, CDN, device, and more, agents can quickly determine whether issues are last-mile or device-related or the result of a broader network service delivery issue affecting other customers.
Chargeback verification - With Conviva's Streaming Performance Index scores, agents can instantly identify which programs had a poor experience in order to verify customer issues and the extent of their impacted experience before processing chargebacks.
Provider Details
Conviva is the census, continuous measurement and engagement platform for streaming media. Powered by our patented Stream Sensor™ and Stream ID™, our real-time platform enables marketers, advertisers, tech ops, engineering and customer care teams to aquire, engage, monetize and retain their audiences. Conviva is dedicated to supporting brands like DAZN, Disney+, Hulu, Paramount+, Peacock, Sky, Sling TV, TED and WarnerMedia as they unlock the incredible opportunity in streaming media. Today our platform processes nearly 3 trillion streaming data events daily, supporting more than 500 million unique viewers watching 200 billion streams per year across 4 billion applications streaming on devices. Conviva ensures digital businesses of all sizes can stream better—every stream, every screen, every second.
Pricing Details
Tiered discounting is available above 100 agents.
Default Plan
$55 USD/user/month