Santa Barbara, CA, USA, June 25, 2018 -- Invoca, the call intelligence company, announced that Forrester Research identified the company as a strong performer in The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018 report. The report reveals that AI is broadening the number of non-traditional use cases for speech analytics, including marketing optimization, emotion or effort detection, or real-time conversation guidance.
The New Wave report evaluates vendors based on their current offering, strategy, and market presence using 10 criteria. Invoca earned a differentiated rating in the real-time speech analytics, business insights, and product roadmap criteria, with Forrester citing that "Invoca is advancing state-of-the-art call classification." The report also included customer feedback that "Invoca has done an excellent job developing and innovating [its] platform."
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The technology now drives more engaging customer conversations, increases marketing effectiveness, and gauges customer sentiment. In the report, Forrester stated that "Marketers benefit from Invoca’s AI-fueled speech analytics. Invoca leverages machine-learning-based speech analytics to classify calls and measure their quality and outcomes to improve marketing performance as well as handle related use cases in sales."
In the report, Invoca customers mentioned that Invoca reveals unexpected insights that can challenge assumptions and reveal uncomfortable truths. The report also noted that "Customers appreciate the close working relationship they have with Invoca as well as the cost optimization and lead generation they’ve been able to achieve with the platform."
"AI-fueled speech analytics is revolutionizing how businesses use conversational data, and marketing is no exception," said Gregg Johnson, CEO of Invoca. "We built Signal AI so that marketers can not only uncover a new layer of insights from phone conversations, but apply them in real time to improve both ROI and the customer experience. And when our technology and commitment to the success of our customers are combined, it really sets us apart from the pack — I think the results of this report validate both what we have been hearing from our customers and the power of our platform."
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.
Forrester Research is an independent technology and market research company that provides advice on existing and potential impact of technology, to its clients and the public.
Published: Wednesday, June 27, 2018
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