Invoca has been a huge win for our QA team and our agent supervisors. We’re now evaluating 100% of calls — up from 0.5% — and we’ve reduced the research time it takes to investigate calls by 70%, which is amazing!
Lulu Vargas Martinez, Bilingual QA Monitor/Coach
Get to insight faster
Say goodbye to manual call scoring and quickly identify interactions that need review and agents that need coaching.
Evaluate 100% of inbound calls
Move from manually scoring a fraction of customer interactions to automatically scoring all of them.
Get analytics on the entire call
Analyze the entire experience, even when calls are handled by an outsourced call center or individual location.
Automated call scoring
Define automated scoring criteria to quantify agent performance and track script compliance.
Dashboards, reporting & smart alerts
Monitor how agents, teams or locations are performing against core KPIs, track caller and agent sentiment and how it changes throughout each call, get alerts when call handling issues occur, and quickly dive into specific calls for review.
Forget waiting around — access call recordings, transcripts, and call scores immediately after calls end.
Automated agent identification
AI analyzes every conversation to accurately identify and report on the specific agent that handled each call.
Invoca supports your contact center and CX initiatives