The contact center isn’t what it used to be. In the early days of the online revolution, it was viewed as a cost center that played second fiddle to the drive for digital transformation. While digital experience innovation flourished, the contact center stagnated. Meanwhile, consumer demand for human expertise and connections didn’t wane.
The buying experience for consumers who jumped from digital to a phone call became increasingly inefficient, and businesses couldn’t optimize it because they couldn’t stitch the online and offline data together or analyze performance at scale. Increasingly sophisticated, data-driven business leaders realized this was hindering revenue growth and damaging their brand reputation, and that there was a need for new technology that could connect and optimize the entire buying journey, from click to call to conversion.
This is why every day, more and more businesses use Invoca solutions like PreSense to align digital marketing with the contact center, and our advanced, AI-powered quality management to deliver seamless customer experiences, increase revenue, and, perhaps most importantly, stay a step ahead of the competition.
We’re committed to remaining at the forefront of contact center technology, and our latest innovations enhance your ability to boost contact center performance. Read on to see what’s new.
AI-Powered Quality Management Innovations Raise the Bar on Call Evaluations and Agent Coaching
Invoca’s AI-powered quality management delivers a comprehensive solution for faster, more accurate call evaluations and agent coaching. It provides detailed insights and scoring on 100% of your calls to evaluate agent performance, correlate behaviors to outcomes, surface coaching opportunities, and ensure compliance. Invoca’s AI also identifies the right calls to review so you can efficiently pinpoint coachable moments in conversations to help agents improve call handling, close rates, and retention.
Built for contact center managers, Invoca’s new quality management innovations include:
- New Trend & Correlation Analysis Dashboards: Upgraded dashboards make it easier to visualize trends, track progress, and uncover correlations between agent behavior and call outcomes. Contact center managers can now measure coaching impact, monitor KPI improvements over time, and ensure teams stay on target.
For example, you can easily see how talk track elements like agents giving a proper greeting or asking the caller to book an appointment correlate to appointments booked and revenue. Or you can monitor the impact of coaching sessions with agents by monitoring how well they are improving specific KPIs over time. - Enhanced AI-Powered Sentiment Analytics: AI tags consumer and agent sentiment moments in transcripts and provides an overall sentiment score that managers can use in dashboards, reports, and threshold alerts to quickly detect and address CX issues that impact conversion and retention. (This feature is currently in beta and will be available soon.)
- New Evaluation Forms: Invoca’s Call Review Console now includes customizable evaluation forms, enabling managers to grade specific aspects of agent performance and leave targeted coaching comments to improve performance. Combined with AI-powered scoring, these forms allow for end-to-end performance reviews directly in Invoca, eliminating the need for spreadsheets and disconnected tools.
Enhanced CCaaS Integrations Boost CX and Agent Performance at Scale
Every call to your contact centers represents a critical moment of truth where your business can either win or lose a customer. When someone calls after leaving the digital journey, the experience they receive can make or break the relationship.
Invoca PreSense and enhanced integrations with Genesys Cloud and Five9 make it easy to orchestrate optimal experiences for these consumers by using real-time intent data from their digital behavior to route them to the right agent. Even better, it arms agents with digital journey insights to improve efficiency, increase conversion rates, and reduce customer churn. Watch this video to see how it works.
New enhancements to Invoca’s CCaaS integrations include:
- Invoca PreSense on the Genesys AppFoundry: Invoca’s PreSense solution is now available on the Genesys AppFoundry®, enabling contact centers to take action on real-time intent data from a caller’s digital ad clicks, website behavior, and shopping carts. PreSense routes callers to the right agent and equips them with insights to improve call handling efficiency and outcomes.
- Enhanced Integrations with Five9: Along with passing PreSense data to Five9, Invoca now ingests Five9 call recordings for inbound and outbound calls, including them with other calls in the Call Review Console and transcribing, summarizing, and analyzing them with AI to measure outcomes and agent performance. Invoca also ingests data from Five9, including call disposition, connecting it to the marketing source that drove the call and passing that data to digital advertising platforms from Google, Meta, Adobe, and more to measure performance, power better optimizations, and grow revenue.
Leading Brands Get Results with Invoca
From insurance to healthcare and automotive to home services, the world’s leading brands rave about the results they see from Invoca’s contact center solutions. Here are just a few testimonials.
