Invoca for Telecommunications

Industry-leading call tracking

Invoca call tracking captures the caller’s information and the marketing channel, ad, keyword search term, website interaction, and other sources that drive each call. With telecom customer analytics, you can make automated, in-the-moment optimizations to your campaigns to reduce wasted spend and ensure that every last cent of your media budget delivers measurable results.

Efficient dynamic call routing

Invoca makes it simple for telecommunications companies to route calls to the right location every time. Dynamic routing enables you to automatically detect the line of business, product interest, and more to route calls to the appropriate agent immediately, without the caller needing to use keypress options. Dynamic routing can also be set up to use more than one factor—like if a caller wants to cancel service—to route the caller to the right person for the best possible experience.

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Simple IVR setup

Easily build your own custom IVRs to allow inbound callers to self-select how they should be routed. Telecoms with multiple lines of business can automatically route calls to the best agent and include a customized experience with customer analytics in telecom for each service. And when your customers’ needs change, you can easily make changes to the IVR yourself.

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The AI messaging agent that turns conversations into customers

Meet the first AI messaging agent built to turn conversations into new activations. Engage customers instantly to compare plans, share promotional offers, or schedule installations 24/7. Keep high-intent leads progressing when call centers are closed or volume is high, and connect every chat, phone conversation, and digital interaction to marketing sources and conversions for full ROI visibility.

Automated call scoring and quality assurance

Spend less time spotting call handling issues and more time solving them with automated call scoring and QA. Harness the power of AI with telecom customer analytics to automatically analyze 100% of the sales calls each location receives and quickly identify interactions that need review and sales agents that need coaching. You can monitor how every salesperson and location is performing, get alerts when call handling issues occur, and quickly dive into specific calls for review without waiting because call recordings, transcripts, and call scores are available immediately after calls end.

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AI-powered conversation analytics

Get deep insights into your customer conversations with Invoca Signal Discovery. Powered by unsupervised machine learning, Signal Discovery gives you an unprecedented, holistic view into your customer conversations with telecom customer analytics. Conversations are automatically grouped into topics based on similarities in speech patterns and spoken phrases so that you can quickly gain new insights from tens of thousands of conversations and take action on them in real time — all with the goal of driving more revenue-generating calls, boosting conversion rates, and optimizing the buying experience.

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Security and compliance without compromise

Businesses across telecom, healthcare, government, and banking trust Invoca because of our commitment to data security, privacy, and compliance.

• HIPAA, SOC 2 Type 2, and GDPR compliant.
• PCI DSS Certified, Privacy Shield, and TRUSTe certified.
• Supports two-factor authentication and SAML.
• Controls for call recording, data redaction, and data access.