Invoca has integrated with Five9 to enable brands to break down data siloes.
Announced at the Five9 CX Summit in Las Vegas, the integration will help organisations connect data from digital marketing campaigns to customer conversations.
Marketers will also gain visibility into the entire customer journey, accessing actionable insights into contact centre sales and customer interactions. This way they can analyse which marketing campaigns drove the most interest and sales.
Further, Invoca data enables marketers to track pre-call clicks to the contact centre, helping them monitor the customer journey.
Gregg Johnson, CEO of Invoca, said: “We are thrilled to expand our partnership with Five9. Together, we are empowering marketing and contact center teams to drive revenue growth, optimize the customer experience, and stand out from the competition.”
The integration will also allow agents to prioritise and route callers in Five9 based on pre-call data captured by Invoca.
For instance, when a new customer adds an expensive item to the cart, a dedicated queue of high availability agents may take the call, avoiding any hold time and providing a seamless experience.
Finally, agents using Five9 can now better understand the callers’ online behaviour before they pick up the phone for assistance. How? By gaining a view of which specific products each customer is looking at, and whether they responded to a particular offer.
With pre-call context data, agents can provide more tailored recommendations and identify possible digital points of friction.
Jake Butterbaugh, Senior Vice President, Global Partner Sales, Five9, said: “Our partnership with Invoca enables companies to bridge the gap between marketing and the contact center.”
“This will help our customers accelerate sales growth and further raise the profile of the contact center on the CEO agenda.”
Elsewhere, Five9 recently announced a record quarter as revenue jumped 32 percent year over year to $189 million.
