SPOTLIGHT: Agent Voice ID

[swatkins]

Invoca’s Agent Voice ID uses AI voice biometric technology to capture agent data on every call. This new feature creates a “voiceprint” of each call center agent’s voice that acts as a unique identifier with ~95% accuracy. The result is that an agent name is attached to each call recording and transcript in a seamless, scalable way without the need for manual uploads or integrations. Creating agent voiceprints is a simple process and accessible through a simple UI that displays each agent’s name and voiceprint status. This significant new enhancement bolsters Invoca’s existing Automated Call QA features:

• The ability to track and score every call to get a complete and objective view into agent call handling, Sales KPIs and call quality
• Automated, pre-built agent scorecards to track performance and script compliance
• Call recordings and transcripts that allow commenting and coaching immediately after the call ends
  

See it in action in the video below and read more in this blog post.

[Nina_Andres]

"About 50% of our leads come in over the phone, so our success depends on our sales team converting those leads to customers. Invoca's AI not only measures the intent and outcome of every call, it analyzes the performance of the sales agent for the KPIs we care about. And now with Agent Voice ID, Invoca automatically identifies the specific agent on every call by analyzing their voiceprint. The technology is amazing -- it's accurate and easy to use. With Invoca, our sales managers can view detailed, real-time reports on each agent's performance, quickly evaluate their strengths and weaknesses, and deliver targeted coaching to drive immediate improvements." - Taylor Wick, Director of Marketing at Rick's Custom Fencing & Decking