These two new integrations allow you to import recorded calls from Genesys Cloud or Five9 CCaaS platforms so that Invoca’s AI can transcribe, redact, summarize, apply Signals, and score them.
What kinds of calls can be ingested?
Outbound calls driven by:
- Form Fills & Applications
- Missed Calls / Voicemails
- Queue Callbacks
- Digital-to-Phone Escalations
- Abandoned Cart / Order
Inbound calls driven by:
- Responding to requests for information
- Returning a Voicemail
- From Reminder Email/SMS
What are the use cases for marketers ingesting calls?
- Measure leads & conversions from outbound follow-up calls
- Improve audience targeting to retarget, suppress, and nurture your audiences
What are the use cases for contact centers ingesting calls?
- Apply automatic call scoring to ingested calls
- Improve call coaching
- Monitor compliance on all calls
How does it work?
- Process Initiation: Send call metadata & recording link to the Invoca Call Ingestion API (the same Call Ingestion API can be used for Five9 and Genesys integrations)
- New Record Created: Invoca makes a new call record using metadata from the API call then seeks to download the call recording
- Audio is Processed: Invoca streams the recording through the audio processor
- AI Processes Performed: Invoca transcribes the calls, applies redaction, and processes Signals
Important note: Ingested call recordings are processed just as if they were Invoca-connected calls and can trigger the same downstream actions and integrations.
Key Benefits for Marketers:
Better Visibility & Insights
- Track outbound and follow-up calls to understand marketing-driven conversions
- Highlight trends in caller behavior, messaging, and conversion patterns
Better Performance & Optimization
- Use call insights to inform marketing strategies
- Connect call activity with campaigns to better understand performance trends
Better Collaboration & Alignment
- Provide shared visibility for marketing and contact center teams
- Support aligned goals and better-informed performance decisions
Key Benefits for Contact Centers:
Fill Gaps in Evaluating Agent Performance
- Automatically score outbound conversations across agents, teams, and locations for a complete view into call handling to improve coaching and conversion rates
Compare Inbound vs. Outbound Sales Calls
- Uncover behaviors that differ based on call direction
- Coach agents and teams to replicate actions that lead to conversion
Save Time, Easily Find Coachable Moments
- Eliminate the need to manually score recorded calls
- Build reports to analyze and compare different call types within the same UI
- Use global transcript search to quickly find calls of interest
Availability & Implementation
Available after December 1, 2025. These integrations are available for all customers with Signal AI Silver or Gold packages. Costs are based on AI minute usage (not based on call volume).
