Santa Barbara, CA, USA, Oct. 1, 2019 -- Invoca, an AI-powered call tracking and conversational analytics company, unveiled Signal Discovery, the latest extension to its Signal AI product suite. Signal Discovery is a tool that analyzes businesses' calls to automatically uncover conversational insights about their high-intent buyers, which marketers can use to inform customer acquisition strategy, drive revenue growth, and improve the buying experience.
"While marketers have historically been focused on digital channels and readily-accessible data sets, conversations remain one of the last untapped sources of first-party data and insights," said Gregg Johnson, CEO of Invoca. "These conversations represent a goldmine of customer data. It's in these conversations that consumers are explicitly telling a brand their preferences, their fears, their requests — in their own words. Without this level of insight into sales conversations, marketers are losing out on opportunities to drive 15-20% more conversions from their digital and offline campaigns."
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"In telecommunications, consumers want to speak to an expert before committing the resources to sign up for services. As a result, conversations are not only a highly influential step in the buying process, but a critical source of customer data for the marketing team," said Bryan Flores, Group Vice President of Marketing and Strategy, Frontier Communications. "With Signal Discovery, we're excited about uncovering even more insights that we hadn't known to look for, and applying these learnings to new inbound calls to further optimize our customer acquisition campaigns and improve the buying experience."
"Signal Discovery shines a whole new light on conversations happening in our contact center, giving us the data we need to enact changes across the organization," said Noah Brooks, Manager of Digital Engagement and Analytics, University Hospitals. "As a marketer, I'm excited to apply this data in real-time to improve the patient experience."
"Conversations are overflowing with insights that don't always see the light of day outside the contact center. As a result, many companies are missing out on opportunities to create a more consistent and positive customer experience across human and digital touch points," said Dan Miller, Lead Analyst and Founder, Opus Research. "Invoca's AI is democratizing conversational data by making it available and actionable beyond the confines of the contact center. By applying this data in real time, marketers can not only streamline the buying experience but also use it to inform product strategy and improve customer service."
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.
Published: Thursday, October 3, 2019
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