March 13, 2018
Deeper collaboration brings together leading solutions from Adobe and Invoca, giving marketers an unprecedented way to personalize the customer experience and boost revenue with call insights
SANTA BARBARA, Calif., March 13, 2018 – Invoca, the call intelligence company, today announced it’s joining the Adobe Exchange partner program at the Premier tier, the highest level within Adobe’s global technology partner ecosystem. Bringing leading solutions from Adobe and Invoca closer together will give marketers an unprecedented way to personalize the customer experience and boost revenue with call insights.
With phone conversations collectively generating more than $1 trillion in the U.S. alone,
the marketing landscape isn’t just about clicks and swipes anymore; it’s about recognizing how online and offline behaviors can intersect to create the ideal customer experience. And for businesses in considered purchase categories, calls present a massive opportunity given consumers typically want to have a conversation before buying. For example, 93 percent of consumers we surveyed, who took out a loan of $100,000 or more, made at least one call while evaluating options.
“Today’s customer experience is undergoing a massive shift, much like it did when smartphones took hold a decade ago, with voice interactions playing into everything from customer acquisition and engagement, through to support,” said Gregg Johnson, CEO of Invoca. “A closer relationship with Adobe means that we’ll be delivering deeper integrations that help marketers extend the value of voice conversations across the entire customer journey.”
“Calls are a critical touchpoint for our customers in considered purchase industries like financial services, insurance, healthcare and home services,” said Cody Crnkovich, head of platform partners and strategy at Adobe. “Invoca enables marketers in these industries to connect offline conversations to the digital journey and deliver a better customer experience, and we look forward to working with them to create shared customer value.”
As a Premier-level partner, Invoca’s solutions will be tightly integrated with current and future Adobe solutions. Invoca is the only call intelligence provider that currently integrates with four Adobe Experience Cloud products including Adobe Analytics and Adobe Audience Manager in Adobe Analytics Cloud, Adobe Advertising Cloud, and Adobe Target, part of Adobe Marketing Cloud.
Progrexion, which specializes in credit repair and operates sites including LexingtonLaw, CreditRepair.com and Credit.com, leverages the power of Invoca and Adobe together. They not only use Invoca to gain granular attribution into which digital behavior drives calls, but also to see which campaigns behave above and below average. Progrexion then passes this data in real-time to Adobe Advertising Cloud, Adobe Analytics Cloud and then into Adobe Target, for intelligent campaign testing and optimization, including keyword bidding strategies. As a result, Progrexion increased signups by over 40 percent and decreased its paid media cost per acquisition (CPA) by 9 percent. Progrexion also realized a time savings of 33 percent – or 8 hours per week – due to automated vs. manual bidding.
Invoca and Progrexion will be sharing their story at Adobe Summit on Wednesday March 28, at 2:30 p.m. in a session called “Understanding the Customer Journey with Digital + Call Center Intelligence.” Speakers include Julia Stead, VP of Marketing at Invoca, LJ Jones, Director of Optimization at Progrexion, and Sam Snarr, Web Analytics Manager at Progrexion. Invoca’s booth number at Adobe Summit is 157.
Invoca helps the modern marketer optimize for the most important step in the customer journey: the phone call. With Invoca’s call intelligence platform, marketers can get granular campaign attribution to understand why customers are calling, gain real-time intelligence about who’s calling and analyze what’s being said in conversations. Marketers can put this data to work directly in Invoca’s platform by automating the ideal customer experience before, during and after each call. With an ecosystem of over 30 technology partners, marketers can inject call intelligence into their existing technology stack, giving them the ability to orchestrate a true omnichannel customer journey. Invoca is backed by Morgan Stanley Alternative Investment Partners, Accel Partners, Upfront Ventures, Rincon Venture Partners, Salesforce Ventures, and Stepstone.
About Adobe Experience Cloud
Adobe Experience Cloud is a comprehensive set of cloud services designed to give enterprises everything needed to deliver exceptional customer experiences. Comprised of Adobe Marketing Cloud, Adobe Advertising Cloud and Adobe Analytics Cloud, Experience Cloud is built on the Adobe Cloud Platform and integrated with Adobe Creative Cloud and Document Cloud. Leveraging Adobe Sensei’s machine learning and artificial intelligence capabilities, Adobe Experience Cloud combines world-class solutions, a complete extensive platform, comprehensive data and content systems, and a robust partner ecosystem that offer an unmatched expertise in experience delivery.