AgentExchange

Help & Support

Elevate Your Agents with AgentExchange Solutions
Easily enhance Agentforce with pre-built AI solutions from AgentExchange. Browse, install, and deploy agents, actions, and apps directly into your environment. Tell Me More

Have Questions?

Conviva for Service Cloud

Transforming the Customer Care Experience for Streaming Media

Overview

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.

1 of 6

  • 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.

Deliver privacy-compliant viewer intelligence directly into the hands of customer care agents.  This turnkey integration enables 30 or 90 days of lookback on relevant viewer stream performance and QoE metrics surfaced in a single pane of glass within the Service Cloud interface.  Delivering this viewer stream intelligence for CSRs facilitates faster first-call resolution, reduced tier 2 and 3 escalations, a context-aware support experience, chargeback verification, and ultimately churn reduction.  About Conviva Conviva is the census, continuous measurement & engagement platform for streaming media. Powered by our patented Stream Sensor™ and Stream ID™, our real-time platform enables marketers, advertisers, tech ops, engineering & customer care teams to aquire, engage, monetize and retain their audiences. Conviva is dedicated to supporting brands like CCTV, DAZN, Disney+, Hulu, Paramount+, Peacock, Sky, Sling TV, TED & WarnerMedia as they unlock the incredible opportunity in streaming media. Conviva ensures digital businesses of all sizes can stream better—every stream, every screen, every second. To learn more, visit www.conviva.com.

Categories

Business Needs
Customer Service
Industries
Media & Entertainment
Features
No Limits
This product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in Help
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
No Limits
Lightning Ready
Managed Package