Invoca Unveils New Enterprise Call Intelligence Platform to Help F500 Marketers Bring Phone Calls into the Customer Journey

August 4, 2016

New capabilities help enterprise marketers analyze hundreds of data points in real time to automatically shape the customer experience during the call and in future interactions in any channel

SANTA BARBARA, Calif., August 4, 2016 — Invoca, the call intelligence company, today announced Invoca Enterprise, a new edition of its Call Intelligence platform built to help enterprise marketers create personalized customer journeys across the phone and all digital channels, at scale. With Invoca Enterprise, marketers can access hundreds of data points in real time to measure results of campaigns and automate the individual customer experience on every phone call and in future interactions across channels like email, websites, and Facebook.

With rising smartphone use and the convenience of new mobile features such as click-to-call buttons, businesses are seeing an influx of inbound phone calls from their digital marketing efforts. BIA/Kelsey estimates annual calls to businesses will reach 169 billion by 2020. This trend is particularly critical for enterprise businesses, which can drive massive call volume and revenue through their call centers, but often lack intelligence about inbound callers. Without this data, these businesses can’t automate the caller experience for customers as they transition between digital interactions and live conversations. That’s why enterprise brands, like Microsoft, Allstate, Frontier Communications, The New York Times Store, and OpenTable continue to choose Invoca and incorporate call intelligence into their omnichannel marketing strategies.

“Invoca has grown our enterprise customer base by more than 5X in the past three years, and we’ve seen firsthand that F500 marketers need to deliver a consistent and personalized omnichannel experience for their customers,” said Kyle Christensen, VP of marketing, Invoca. “Invoca Enterprise delivers not only marketing attribution analytics, but also the individual caller intelligence and automation capabilities that large enterprises need to increase revenue.”

“For a company of our size, driving value from phone calls can get complex,” said Chris Meade of Microsoft Windows Store. “Fortunately, Invoca Enterprise makes it easier for our team to intelligently route calls and determine affiliate payouts, in real time, based on data like keypresses and what was said during the call.”

The New Invoca Enterprise includes:

  • Invoca Answer – Custom Insights: Marketers can now capture and analyze custom “Signals” in real time using hundreds of unique data points about the campaign, including advanced demographic data from Next Caller. They can also drill down to information about each individual call, caller and conversation. Using the all new “Signal Builder”, marketers can easily combine data, such as the web page a caller visited before they dialed, the keywords that prompted their dial, their location and income bracket, and the products they mentioned in conversation. With this combined data, marketers can better understand the type and quality of each call and create highly tailored customer segments.
  • Invoca Engage – Real-Time Automation: Marketers can now use call intelligence “Signals” to automate the customer journey across channels in real time. For example, if the caller met the signal of a high potential follow-up, the caller is automatically and instantly added to an email and display retargeting program. If a person meets the signal of a VIP caller — based on data such as age, purchase history and keywords triggered — the company can automatically route that person directly to a specific sales group within their call center.
  • Invoca Connect – Real-Time Integration: Invoca Enterprise leverages Invoca’s Connect platform to tie custom insights and real-time automation across channels. Invoca Connect allows marketers to connect to a virtually limitless number of solutions, including Invoca for Salesforce Marketing Cloud, Invoca for Adobe, and Invoca for Facebook, all announced this year. Now, even before a phone call is connected and routed, Invoca Connect can begin communicating with third-party applications to ensure a unified customer experience.

About Invoca
Invoca helps the modern marketer optimize for the most important step in the customer journey: the phone call. With Invoca’s Voice Marketing Cloud, 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 the Voice Marketing Cloud 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. For more information, please visit www.invoca.com.

Contact

Laura Schierberl

Invoca
(415) 636-8038
lschierberl@invoca.com