#contactcenterworld

London, UK, June, 2025 - Invoca, a provider in AI-powered revenue execution platforms, has been named a Strong Performer in The Forrester Wave™: Conversation Intelligence Solutions for Contact Centers, Q2 2025 report. In the report, Forrester stated that "Invoca stands out as the only vendor in this market that supports the full buyer journey." Invoca received the highest possible score in eight key criteria:

Vision
Roadmap
Revenue Generation
Insights Discovery
Insights to Action
Pre-contact Insights
Marketing Optimisation
Signal Extraction

"While the Forrester report focuses only on contact centres, Invoca's strength has always been connecting marketing data and insights into contact centres to help customers drive more revenue. We believe this Wave is a clear validation of that strategy. Orchestrating the buyer journey now means stitching together every digital click and live conversation," said Peter Isaacson, Chief Marketing Officer at Invoca. "For us, Invoca's recognition as a Strong Performer confirms our leadership in AI that unites marketing and the contact centre. With Invoca, forward-thinking brands turn the complexities of today's purchase experience into an advantage, converting every touchpoint along the buyer journey into revenue."

A Revenue-Driven Focus for Customers

The platform's combination of AI-powered quality management, PreSense, and marketing optimisation capabilities set it apart, with the report stating, "Invoca has evolved into a comprehensive solution that bridges the gap between the digital buying journey and the contact centre to empower revenue teams."

Forrester's report emphasises that "as marketing expands its ownership of the customer lifecycle beyond acquisition, Invoca finds itself in exactly the right place: Its mastery of conversational data is primed to accelerate any revenue-centred use case that touches the contact centre." That mastery includes AI that scores calls for quality management, correlates agent behaviour with conversation outcomes, monitors compliance, and helps contact centre managers deliver targeted coaching to agents to improve conversion rates.

Invoca's Revenue-First Vision Redefines Contact Centre Intelligence

The report states that "reference customers – some of whom have worked with the same account team since their onboarding - praised the quality and stability of the Invoca team. They appreciate the solution's flexibility and focus on the revenue outcomes they care about."

Invoca reference customer Ryan Setzler, Sales Project Specialist at 1000Bulbs.com, shares: "Invoca's AI has been a huge time-saver for our QA process. What used to take me two days, I can now accomplish in just a few hours."

Steve Perry, Senior Product Manager at 1000Bulbs.com adds: "You wouldn't speak to a decade-plus customer the same way you would speak to someone who has never heard of your brand. Invoca helps us ensure our agents hit the right talking points for each persona and give them top-tier experiences that lead to sales."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.co.uk

Date Posted: Monday, June 9, 2025