#contactcenterworld, @invoca, @Five9
Santa Barbara, CA, USA, Aug, 2022 -- Invoca,a provider in AI-powered conversation intelligence, announced a new integration with Five9, a provider of cloud contact center solutions, during the Five9 CX Summit in Las Vegas. By connecting data from digital marketing campaigns to sales conversations handled by contact center agents, Invoca and Five9 enable CX-focused companies to leverage the contact center as a revenue growth engine and deliver more human customer experiences at scale.
Consumers Making "High Stakes" Purchases Want Both Digital and Human Engagement
Modern consumers start their buying journey through digital experiences – whether seeing a compelling ad on Google, visiting a website to do research, or watching a video on YouTube. But when making a "high stakes" purchase – like buying a car, getting a quote for insurance, or applying for a mortgage – these consumers turn to experts in the contact center for advice and reassurance before making a final buying decision. These consultative conversations represent a "moment of truth" where brands can acquire a new customer for life or lose out to a key rival.
But Marketing and Contact Center Teams Lack Unified Data, Hurting Growth and CX
While these customer journeys span digital engagement and human conversations, the marketing and contact center teams owning these respective areas lack the unified data to deliver great experiences and optimize growth strategies. Marketers cannot analyze what marketing campaigns on Google and Facebook drive sales in the contact center, and agents have no idea what promotions and products consumers were researching online before they called for advice. As a result, brands deliver poor experiences for customers and fail to achieve the contact center's full potential as a revenue driver.
Invoca and Five9 Empower Brands to Maximize Contact Center Revenue Impact
With the Invoca / Five9 integration, companies can utilize a unified, data-driven approach to maximize the joint impact of marketing and contact center teams.
"We are thrilled to expand our partnership with Five9," said Gregg Johnson, CEO of Invoca. "Together, we are empowering marketing and contact center teams to drive revenue growth, optimize the customer experience, and stand out from the competition."
"Our partnership with Invoca enables companies to bridge the gap between marketing and the contact center," said Jake Butterbaugh, Senior Vice President, Global Partner Sales, Five9. "This will help our customers accelerate sales growth and further raise the profile of the contact center on the CEO agenda."
Posted by 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: Monday, August 15, 2022
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