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With Invoca, the Kinetic sales team is no longer just performing QA on a small sample. Now, they’re able to automatically QA 100% of the phone calls they receive [and] Invoca’s AI scores each call accordingly.
Route Seamlessly, Track Completely
When the buyer journey moves from digital to phone call, Invoca’s call routing connects the caller to the right place every time, even across multiple call centers or local branches.
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Boost Agent Productivity
By automatically routing support calls to customer service, your sales agents only receive revenue-generating, high-intent calls so they can do what they do best: close more deals.
Increase Customer Satisfaction
Intent-based call routing gets customers to the right agent, right away. This results in shorter hold times, fewer transfers, and more satisfied customers.
Personalize every conversation
Enable agents to tailor each conversation with real-time screen pops that reveal caller intent based on the calling webpage, pre-call search keywords, and more. You can even enable a prompt that only the agent can hear with additional information like campaign or product name.
Customizable IVR
Create a pre-recorded message to your customers to route your phone calls to the most appropriate sales or customer support call centers. Businesses with multiple locations can automatically route calls to the best store and include a different customized caller experience for each location.
Dynamic call routing
Automatically detect location, line of business, customer type, product interest, and more to route calls to the appropriate agent or the correct location immediately, without the caller needing to use keypress options. Dynamic call routing can even be set up to use more than one factor, like product interest and location, to route the caller to the right person for the best possible experience.
Intelligently routed calls deliver better results
Call Routing FAQs
What is dynamic call routing and how does it work?
Dynamic call routing automatically connects callers to the most suitable agent based on real-time data. This technology assesses various factors, such as the caller's location, the nature of their inquiry, and their previous web interactions. By using this information, the system directs calls to the right agent or department immediately. This reduces transfers, lowers average handle time, and improves customer satisfaction.
How can call routing be customized for each caller?
Invoca’s call routing technology allows businesses to tailor the caller experience by using detailed information about the caller's intent and history. When a call comes in, the system can reference the caller's location, previous interactions, the keywords they searched for before calling, and the webpage they visited. Invoca then uses this data to route the caller to the appropriate agent. For example, if they called from a customer service webpage, Invoca can automatically route them to a relevant support agent, rather than sending them to sales. This level of customization ensures that callers feel understood and valued from the moment they connect.
How does call routing increase agent productivity?
Invoca’s call routing boosts agent productivity by directing only the most relevant calls to sales agents, while support calls are automatically routed to customer service. This division of labor allows sales agents to focus solely on high-intent calls that are more likely to convert into sales. Moreover, by reducing the number of misrouted calls and unnecessary transfers, agents can manage their workload more effectively and maintain a higher level of performance. The result is a more efficient use of time and resources, with agents spending their efforts where they are most needed and can achieve the greatest impact.
Can call routing handle multiple call centers or branches?
Yes, Invoca’s call routing technology is designed to work across multiple call centers or business locations. The system can automatically detect the caller’s location and direct their call to the nearest or most appropriate center. Whether a business operates several branches within a city or across different regions, the technology ensures that each call is directed to the best available agent to handle the inquiry. This capability is particularly beneficial for large organizations with a broad geographic footprint, as it helps maintain a consistent and efficient experience regardless of where the caller is located.
How does real-time information enhance call routing?
Real-time information is crucial for making call routing more effective. Invoca can route calls based on each caller’s location and recent activities, such as the keywords they searched for or the webpage they visited before making the call. This ensures they’re quickly connected with an agent who can handle their inquiry.
