Conversation intelligence provider Invoca has announced the release of a new data visualisation dashboard to enable organisations get the most value from conversation intelligence.
Conversation Review is a new enhancement shared by the business following a separate announcement of a new partnership between Invoca and contact centre platform provider Five9.
The features will provide new ways customer conversation data can be used to boost sales and prompt improved CX.
A new Conversation Review interface is also included among the solutions. This features interactive call transcripts that give a customer journey insight.
Nathan Ziv, VP of product at Invoca, said: “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.
“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’s partnership with Five9 aims to bosst CX by enabling agents to give more personalised interactions that make the customer buying journey seamless.
Walt Rossi, vice president of business development at Five9, added: “With Five9 and Invoca, contact centre agents can see what the customer has done online, empowering them to provide a more human, empathetic, and personalized experience.
“As more people seek human assistance after shopping online, getting this context is critical to efficiently provide the experience customers expect.”
