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News : Invoca Announces New Features to Visualize Conversation Data and Improve Sales Performance

#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."

#contactcenterworld, @invoca, @Five9

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


About Invoca:
Company LogoInvoca 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.
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About Five9:
Company LogoFive9 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.
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Today's Tip of the Day - Ask How Can I Help..

Read today's tip or listen to it on podcast.

Published: Friday, February 12, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

3.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390
 

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Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...
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