SANTA BARBARA, CA, August 9, 2022 – Invoca, the cloud leader in AI-powered conversation intelligence, announced a new integration with Five9, an industry-leading provider of cloud contact center solutions, today during the Five9 CX Summit in Las Vegas. By connecting data from digital marketing campaigns to sales conversations handled by contact center agents, Invoca and Five9 enable CX-focused companies to leverage the contact center as a revenue growth engine and deliver more human customer experiences at scale.
Consumers Making “High Stakes” Purchases Want Both Digital and Human Engagement
Modern consumers start their buying journey through digital experiences – whether seeing a compelling ad on Google, visiting a website to do research, or watching a video on YouTube. But when making a “high stakes” purchase – like buying a car, getting a quote for insurance, or applying for a mortgage – these consumers turn to experts in the contact center for advice and reassurance before making a final buying decision. These consultative conversations represent a “moment of truth” where brands can acquire a new customer for life or lose out to a key rival.
But Marketing and Contact Center Teams Lack Unified Data, Hurting Growth and CX
While these customer journeys span digital engagement and human conversations, the marketing and contact center teams owning these respective areas lack the unified data to deliver great experiences and optimize growth strategies. Marketers cannot analyze what marketing campaigns on Google and Facebook drive sales in the contact center, and agents have no idea what promotions and products consumers were researching online before they called for advice. As a result, brands deliver poor experiences for customers and fail to achieve the contact center’s full potential as a revenue driver.
Invoca and Five9 Empower Brands to Maximize Contact Center Revenue Impact
With the Invoca / Five9 integration, companies can utilize a unified, data-driven approach to maximize the joint impact of marketing and contact center teams. This integration enables companies to:
“We are thrilled to expand our partnership with Five9,“ said Gregg Johnson, CEO of Invoca. “Together, we are empowering marketing and contact center teams to drive revenue growth, optimize the customer experience, and stand out from the competition.”
“Our partnership with Invoca enables companies to bridge the gap between marketing and the contact center,” said Jake Butterbaugh, Senior Vice President, Global Partner Sales, Five9. “This will help our customers accelerate sales growth and further raise the profile of the contact center on the CEO agenda.”
Expanding Ecosystem: Five9 and Invoca Integration Availability
Five9 is a featured partner of the Invoca Exchange, Invoca’s expansive app directory, which contains more than 50 apps and integration partners that turn conversation data into automated action. Invoca’s newly enhanced Five9 integration will be available to joint Invoca and Five9 customers via the Invoca Exchange and Five9 CX Marketplace, making it easy for businesses to easily integrate Invoca with the Five9 Intelligent Cloud Contact Center. Integration enrollment will begin for select beta customers in Q3.
As a certified Five9 Global Partner, Invoca integrates with Five9 to create a more enhanced experience when using the Five9 Intelligent Cloud Contact Center. Five9 Independent Software Vendors are a foundation of Five9's plan to move upmarket, support and deliver large global solutions, and drive world-class customer experience.
Invoca is a sponsor of the Five9 CX Summit, the #1 cloud contact center conference dedicated to making CX work for real life, taking place Aug. 9-11 at the Aria Resort & Casino in Las Vegas.
*Nothing contained in this press release shall be construed to create any joint venture or legal partnership between Five9 and Invoca.
Five9 is an industry-leading provider of cloud contact center solutions, bringing the power of cloud innovation to more than 2,500 customers worldwide and facilitating billions of call minutes annually. The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to create more human customer experiences, to engage and empower agents, and deliver tangible business results. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps contact centers increase productivity, be agile, boost revenue, and create customer trust and loyalty. For more information, visit www.five9.com.
Invoca is the cloud leader in AI-powered conversation intelligence for revenue teams that enables marketing, sales, customer experience, and eCommerce teams to understand and immediately act on the information consumers share via conversations. Through deep integrations with leading technology platforms, revenue teams can turn conversation data into automated action to enhance every digital touchpoint and human interaction, leading to better experiences, more conversions, and higher revenue. Invoca is trusted by top brands like Dish Network, Mayo Clinic, Mutual of Omaha, and 1-800-GOT-JUNK?. Invoca has raised $184M from leading venture capitalists including Upfront Ventures, Accel, Silver Lake Waterman, H.I.G. Growth Partners, and Salesforce Ventures. For more information, visit www.invoca.com.
Corporate Communications & PR Manager, Invoca