New Self-Service Feature: Specify Exactly Which Calls to Track
The Invoca Tag can now be configured to track certain calls from very specific sources.
Updated Membership Roles and Permissions
Updated membership roles should help clarify roles and permissions according to specific license types.
Increased Commenting Access
This should help clarify roles and permissions according to specific license types.
New Integration: Freshpaint
The Invoca for Freshpaint integration allows healthcare customers an additional layer of data protection and security, for those organizations who may require it.
New feature: Mark Calls as Reviewed
Mark Calls as Reviewed feature allows contact center employees and leaders to designate which calls have been reviewed, streamlining the call review process:
New Integration: Contentsquare
The Invoca for Contentsquare integration helps you understand why visitors abandon the digital experience and pick up the phone and convert offline during that call.
New Integration: VinSolutions
This integration enables dealership groups to pass actionable data from every phone lead into their VinSolutions CRM to improve marketing and sales.
New Integration: Pinterest
The Invoca for Pinterest integration offers a complete view of the inbound call activity driven by the customer’s Pinterest marketing efforts.
New Integration: Adobe Experience Platform
This new integration streamlines collecting, managing, and acting on customer data across applications, sharing call and conversation data with Adobe to build more complete customer profiles.
New Integration: The Trade Desk
This integration allows our customers to seamlessly push Invoca call data to The Trade Desk's media buying platform to fuel more informed spend and better audience building and targeting.
New Integration: TikTok
This integration allows our customers to understand the performance of paid ads on TikTok in driving calls and call conversions. This data is sent to TikTok as Events to get a unified view of your ad performance.
Bulk Signal Updates for Scorecards
Easily edit multiple Signal values within scorecards at the same time, streamlining of editing and updating Signal values. Available for IFCC users.
Private Comments and @Mentions for Transcripts
Privately comment and mention one or more users within transcripts. For each comment, you can tag it to reach everyone, only those you @mention or “only me.”
Dashboards: Increased Sharing Options
You can now share a single network dashboard to all or a select group of profiles within an account.
Dashboards: Increased Data Points and Filtering
Now you can view up to 50(!) data points in each dashboard tile and display data in ascending or descending order on a horizontal bar graph .
New for Marketers: AI Summaries
You can now access AI-powered summaries of phone conversations for any call in your Invoca Calls report.
Introducing: Call Review Console
Announcing the release of the Call Review Console, a new and improved way to review calls and coach agents. .
Faster: Find the Moments that Matter in Your Calls
Finding insights in your calls just got easier and more streamlined because now you can filter calls by those that have comments and mentions.
Additional Report and Dashboard Filters
You are no longer limited by only being able to filter and group on 10 custom data categories. You can now filter and group on short text fields in the same way you can with categories.
Beta: Signal AI Studio
Game-changing upgrade to Invoca’s original Signal AI that uses Invoca’s new patented machine learning technology to train custom AI Signals more easily and quickly to capture actionable insights from every conversation.
Beta: Best-in-Class Transcripts
New transcription engine is powered by our custom generative AI LLMs (large language models) and turns call recordings into text with unmatched accuracy.
Coming Soon: Caller and Agent Sentiment Analysis
This industry-first feature delivers insights that allow you to take meaningful action, capturing shifts in sentiment and tracking meaningful agent performance over the life of the call
Invoca Labs: GPT Call Analysis
Access AI-driven call summaries and ask GPT for more information, suggestions, and content in our new solution that is also HIPAA-compliant.
Invoca Labs: Topic Explorer
The new Topic Explorer captures thousands of calls and then visualizes the subjects, themes, and topics in an interactive sunburst chart.
Coming Soon: Signal AI Autocapture
AI-powered named entity recognition (NER) automatically identifies and extracts words and terms spoken on a call, storing it in Invoca as structured, actionable data.
New Contact Center Metrics
Announcing six new Contact Center metrics help Sales teams improve call handling and caller experiences over time.
New Global Dashboard Filters
See exactly the data you need on the entire dashboard with Global Dashboard filters!
Getting Started With Smart Alerts
Smart alerts notify you (or other stakeholders at your business) when moments you care about occur on calls.
NEW Integration: Segment
Marry in-the-moment Invoca call data with Segment's customer profile data for a more complete, holistic view of the caller.
Scheduled Dashboards
You can now schedule the dashboards you create to be sent as a PDF via email. This functions similarly to the new scheduled reports functionality.
Shared Dashboards
Dashboards are now easier to share and manage: streamlined, easier to edit & schedule and have more sharing options.
NEW Integration: Piwik Pro
Piwik Pro is a HIPAA compliant analytics platform that allows healthcare organizations to safely collect marketing data from their websites while still reducing exposure of PHI.
Introducing: Invoca PreSense
Invoca PreSense arms contact centers with real-time digital data to transform the caller experience.
SPOTLIGHT: Agent Voice ID
This new feature uses AI voice biometric technology to capture agent data on every call. It creates a “voiceprint” of each call center agent’s voice that acts as a unique identifier with ~95% accuracy...
Google Ads Integrated at Both Network and Profile Level
Invoca's Google Ads (GA) integration can now be enabled at both the Network and Profile levels to better support multi-location/franchise business types...
Reminder: Deprecation of Attribution Models for GA4 and Google Ads
Google has announced the deprecation of four of their attribution models> first click, linear, time decay and position-based. Here is the timeline...
Call Routing Transparency
Ever wonder why a caller hung up or what their IVR path was prior to being connected to a live person? This new feature in the Call Detail page displays the IVR path of each call...
Invoca Reports Update: Better, Stronger, Faster
Three reports are now running on Invoca's new reporting engine and delivering significantly faster results: Call by Time of Day, Calls by Day of the Week, and the Custom Summary Report.
More Voices and Choices for Your IVR
We have expanded from one voice option (US English with “Julie”) to several additional voice options for English, French Canadian and Spanish. Here are some additional details...
Streamlined Dashboard Navigation
The main dashboard navigation on the left has been updated as well as the "Actions" dropdown in the upper right of the dashboard itself. Here's what's new...
Dashboard Export and Sharing
You now have the ability to export any dashboard as a PDF file and send it to the email on file in your Invoca platform login. From there, you can forward the PDF to anyone!
Streamlined Number Management
You now have the ability to import, export, and edit the numbers you’d like Invoca to track. You can even exclude whole groups of numbers from tracking at the URL level...
Guest Access for Invoca Reports
Sure you can tell someone about the incredible insights in a Calls report but it's so much more impactful to show them. ..
Industry Signals
Industry Signals are pre-built and pre-tested keyword spotting Signals created for 11 core verticals. These new Signals are available for Keyword Spotting and Signal AI customers and allow you to hit the ground running...
Exclude IVR from Keyword Spotting
You can now choose to exclude the IVR from keyword spotting. This should help increase the accuracy of your keyword spotting Signals...
Dashboard Custom Date Range
There is a new “Custom” option for date selector in our dashboards to give our customers the flexibility they need to use their Invoca data to the fullest....
Automated Quality Assurance Enhancement: Pre-built Scorecards
The Invoca for Contact Center’s Quality Assurance module got a big boost recently with the launch of Pre-built Scorecards...
Integration Auth Email Notifications
For opted-in users, we will now send an email to all users with a role of Member and above if their Google Ads, Microsoft Ads, or Facebook Ads Connect Apps have an authentication issue
Blocked Numbers Tool
You can now omit anonymous, restricted, and unknown caller IDs in the UI and in reports with Blocked Numbers tool. Find it: “Settings” icon in the lower left of the platform >“Tools” section.
Canadian Postal Code Capture
For customers in some packages, Invoca IVR now features a new Beta feature within the “Ask for number input” node titled “Canadian Postal Code: Speech Recognition Only"
Introducing: Invoca for Multi-location CX
It may seem counterintuitive in today’s digital-first world, but for multi-location businesses, healthcare providers, and franchises, success is tied directly to the experience they provide callers....
Invoca’s Winter 2022 Release Enhancements
On Monday, February 14, 2022, you will notice a new global UI navigation and new Integration Library (as well as a few exciting new integrations!). There is nothing you need to do to see and take adv.....
