Santa Barbara, CA, USA, Oct, 2020 -- At its 6th annual conference, Invoca announced three new solutions that extend its AI-powered conversation intelligence platform beyond the marketing organization to also serve sales, eCommerce, and customer experience teams. The new solutions will allow all revenue teams at business-to-consumer (B2C) brands to create better buying experiences, drive more leads, and increase revenue. By helping brands understand conversation data and activate it across their technology stack, Invoca's Active Conversation Intelligence platform enables businesses to enhance every digital touchpoint and human interaction.
The expansion of Invoca's solution comes at a time when consumer needs, behaviors, and motivations are changing at breakneck speed. McKinsey found 77% of Americans are trying new shopping methods, brands, and channels, with the intention of sticking with them for the long-term.
"A critical part of adapting to changing consumer behavior is knowing consumers at a deeper level, far beyond what can be achieved through analyzing website visits, email open rates, and ad clicks. Conversations represent a moment of truth to uncover motivations, concerns, and preferences," said Gregg Johnson, Invoca CEO. "Invoca's Active Conversation Intelligence platform helps businesses tap into the power of conversations across the entire buyer experience to deliver superior experiences that drive revenue."
"Creating a deep partnership between our marketing and sales teams has been instrumental in driving revenue growth for Windstream. Invoca's conversation intelligence enables us to identify and send higher quality leads to our sales team, reduce transfer rates in our contact center, and create a better customer experience," said Lorenzo Clark, VP of National Sales at Windstream. "Through close alignment and full visibility into how our marketing efforts are driving purchases, we have been able to maximize performance and optimize spend, leading us to achieve 150% of our 2020 revenue goal."
"There's still a huge disconnect in most businesses between what marketing knows about customers and the insights generated in the contact center. The result is disjointed experiences for customers and missed opportunities for businesses," said Nicole France, VP and Principal Analyst at Constellation Research. "The ability to accurately identify customer needs and priorities—from their own words—and apply them across teams presents a huge opportunity. Conversation intelligence provides a critical tool to improve customer experience and drive business results."
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com
About Invoca:
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.
Published: Friday, October 23, 2020
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