#contactcenterworld

Santa Barbara, CA, USA, Feb, 2021 -- Invoca, a provider in conversation intelligence for revenue teams, announced the release of a new data visualization dashboard, Conversation Review call transcript interface, and a new partnership with contact center platform provider Five9 to enable revenue teams to get the most value from conversation intelligence.

These enhancements provide new ways that data from customer conversations can be visualized, analyzed, and automated to accelerate revenue and create better experiences for customers, whether they are interacting with companies digitally, human-to-human, or both.

Also included in the release is the new Conversation Review interface, which features interactive call transcripts that provide an easy and quick way to gain visibility into the buying journey, from common product questions to frequent customer experience issues.

"The call experience has become increasingly important to brands as they see more customers call with inquiries during the buying journey, but many sales and marketing teams lack visibility into these crucial interactions," said Nathan Ziv, VP of product at Invoca. "Conversation Review offers revenue teams newfound visibility and the ability to quickly digest this information without listening to every call. It's a huge time-saver and is conducive to increased collaboration between marketing and sales, especially now that so many people are working remotely."

Invoca also announced a new partnership with cloud contact center provider Five9 that improves customer experiences by enabling agents to offer more personalized sales interactions and dynamic call routing that reduces friction in the buying journey. 

"With Five9 and Invoca, contact center agents can see what the customer has done online, empowering them to provide a more human, empathetic, and personalized experience," said Walt Rossi, vice president of business development at Five9. "As more people seek human assistance after shopping online, getting this context is critical to efficiently provide the experience customers expect."

#contactcenterworld

Veronica Silva Cusi, news correspondent
Source: https://www.invoca.com

Date Posted: Friday, February 12, 2021