What if your contact center agents knew why customers were calling before they even picked up? Imagine what kind of service they could provide if they could see pre-call digital journey data like the search keywords, support articles, and online ads a caller viewed, or even see what was in their online cart before they called. With Invoca PreSense, now they can.
With PreSense, your contact center agents get this pre-call digital journey information in their screen pop before the call begins, enabling them to provide personalized, efficient service that wows customers, reduces time-to-resolution, and increases conversion rates. With this release, we have broadened our innovative PreSense product enabling modern contact centers to connect it with Five9, NICE inContact, Genesys, Salesforce, Amazon Connect, and others.
Today’s sophisticated, digital-first consumers expect personalized experiences at every turn, and PreSense transforms the call experience from a frustrating fissure in the customer journey to a seamless, satisfying experience for every caller.
Just the thought of calling a business will elicit a sigh of resignation from most people. There will be labyrinth IVRs, waiting on hold, getting transferred, and repeating information to every agent they speak to. It feels like starting all over again — they already tried to make a purchase or solve their issue online and when they call, the person who answers won’t have any idea of who they are and what they need. Ugh.
Today’s consumers are pretty sophisticated, though, and they know you’re collecting data on them with every interaction. So it’s pretty frustrating when it seems like you’re not using it to help them when they need it most. Invoca’s Buyer Experience Report shows that over a third of consumers expect that you know something about why they’re calling, even if they’ve never done business with you before! And nearly half expect the highest level of personalization when they call — more than any other channel.
Unfortunately, due to the disconnect between the digital world and the contact center, calls often feel like the most impersonal part of their experience.
Invoca's PreSense is a game-changing solution that empowers agents to greet callers like VIPs from the moment they say hello. By providing agents with real-time insights about why customers are calling right in their screen pops, they can provide the seamless, personalized experience that today’s consumers expect.
Just imagine the difference between hearing “How can I help you, what’s your account number” and “Hi Marie, do you need help restarting your router?” when you call your internet provider. This level of personalization can eliminate lengthy exchanges that irritate customers, take up valuable agent time, and drive up costs. And it could be the difference between a customer who leaves happy and one who leaves you a one-star review.
Watch this video to learn more about how PreSense works.
Before PreSense, calls often got bounced around from one agent to another. PreSense uses digital intent signals to optimize call routing, ensuring customers are connected to the most suitable agent based on their specific needs.
For instance, a caller who’s started configuring an earthquake insurance quote online can be routed to an agent qualified to handle these specialized policies. By getting callers to the right agent faster, you can reduce call transfers and abandonment, drive higher call conversion rates, and boost customer satisfaction scores.
PreSense doesn’t just help your human agents, it can make your AI-powered virtual agents better, too! By using pre-call digital data PreSense can help your virtual agents quickly determine the specific reason for contacting support and guide customers to faster resolutions.
For example, if a caller is on a password reset page, an AI agent can immediately ask, "Are you calling to reset your password?". This streamlines the customer experience, speeds up resolutions, and allows human agents to focus on higher-priority calls.
Contact centers utilizing PreSense run more efficiently and see dramatic cost reductions when calls are more personalized and to the point. With shorter calls, minimal transfers, and tailored conversations, brands can save millions in operational expenses — a crucial advantage amid a challenging economic climate.
For example, DIRECTV improved their contact center close rates by 110% by arming sales agents with an enhanced screen pop inside Salesforce that features specific elements of their callers’ real-time digital journeys. “The second a rep picks up the phone, we know what’s in their cart, we know what features they’re interested in, we know what pages they’ve been on,” said Mark Loovis, senior director of marketing technology at DIRECTV during an interview at last year’s Invoca Summit event. “When the rep has that information, it’s incredible what they can do.”
Check out this video to hear about the impact of Invoca straight from Mark.
In today’s digital-first world, consumers often dread the contact center because they expect a bad experience. The moment has come for a radical shift in CX — to use real-time data to proactively help customers and exceed their expectations.
PreSense revolutionizes contact center operations, enhancing and extending your ability to offer personalized and tailored interactions. This not only benefits your customers, but it also boosts operational efficiencies, slashes costs, and sparks new revenue growth.
Are you ready to learn more about PreSense? Join Invoca and DIRECTV's Customer Contact Week (CCW) webinar to uncover how Invoca enhances buying experiences, pinpoints buyer journey issues impacting conversions, and boosts digital transformation with pertinent customer data.