#contactcenterworld, @invoca, @Five9
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."
Veronica Silva Cusi, news correspondent
Invoca helps the modern marketer optimize for the most important step in the customer journey: the phone call. With Invoca's Call Intelligence platform, marketers can get granular campaign attribution to understand why customers are calling, gain real-time intelligence about who's calling and analyze what's being said in conversations. Marketers can put this data to work directly in the platform by automating the ideal customer experience before, during and after each call.
Five9 is a provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating approximately three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses reliable, secure, compliant and scalable cloud contact center software designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
Published: Friday, February 12, 2021
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