Invoca announced several new capabilities to help customers capture and take immediate action on their conversational data. The new functionality was introduced during the 7th annual Invoca Summit conference.
New functionality includes:
- Outbound call support builds upon existing conversation intelligence capabilities to extend quality assurance (QA) scorecards to outbound calls. Insights can now be captured across the entire buyer journey, whether the conversion occurs on the initial inbound call or a follow-up call from an agent. These insights are especially important for businesses that sell products or services with longer sales cycles.
- Lost Sales Recovery uses artificial intelligence (AI) to detect missed sales opportunities when callers fail to reach a live agent because they hung up or reached voicemail. Businesses can then create follow-up strategies to recover missed sales opportunities, such as a return phone call or digital campaign.
- Global transcript search uses Google-like search capabilities to enable marketers to search across all conversation data at once. This broadened view opens up actionable ways to glean deeper insights about the buying experience, such as reviewing mentions of specific competitors or particular offers.
- “No Code” integration library empowers end users to set up direct data integrations with various marketing and customer engagement platforms. This “no-code” experience provides a quick view into supported integrations using a simple, self-service workflow.
Nathan Ziv, SVP of Product Management at Invoca, said:
“Conversation intelligence is a must-have for brands that blend the digital experience with the human touch. These new features will extend the value of conversational data to outbound calls, help businesses capture revenue from missed calls, glean more insights from conversational data and activate that data across core marketing and customer engagement platforms.”
With its acquisition of DialogTech in May, Invoca doubled the size of its research and development (R&D) team and increased its R&D investment to $20 million, enabling the company to accelerate its product roadmap and deliver more innovative solutions to its customers.