Invoca equips contact centres with AI-based tools designed for revenue growth, giving managers and agents the data to track performance, improve customer journeys, and boost conversion rates.
Invoca has introduced new innovations in contact centres that enhance an organisation’s ability to optimise CXs and contact centre performance using insights from digital journeys and AI. These include new quality management capabilities and expanded integrations with CCaaS platforms, including Genesys and Five9.
Customer demand for Invoca’s contact centre solutions continues to accelerate. Companies such as DIRECTV, Renewal by Andersen, CHRISTUS Health, and Mutual of Omaha rely on Invoca to boost contact centre productivity, deliver seamless CXs, and optimise conversion rates and revenue performance.
“Contact centres have moved beyond their traditional role as cost centres to play a critical role in driving revenue. To be successful, they require new data and technology focused on the end-to-end sales process,” said Peter Isaacson, CMO at Invoca.
“Invoca provides contact centres with a suite of AI-based solutions purpose-built for revenue generation, so managers and agents have the data they need to measure performance, orchestrate amazing customer journeys, and optimise conversion rates.”
New Innovations:
- New Trend & Correlation Analysis Dashboards: Upgraded dashboards make it easier to visualise trends, track progress, and uncover correlations between agent behaviour and call outcomes. Contact centre managers can measure coaching impact and monitor KPI improvements over time.
- New Evaluation Forms: Invoca’s Call Review Console includes customisable evaluation forms, enabling managers to grade specific aspects of agent performance and leave targeted coaching comments to improve performance.
- Enhanced AI-Powered Sentiment Analytics: Consumer and agent sentiment will soon be available, with key moments flagged and visualised directly in call transcripts. Each call includes an overall sentiment score that managers can use in dashboards, reports, and threshold alerts.
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