TELECOMMUNICATIONS

Invoca for Telecommunications

6 out of 10 of the top North American telecom companies use Invoca to improve revenue performance and provide great customer experiences using first-party data from their customer conversations.
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Invoca for Telecom
There’s nothing I’ve used that’s improved my return on ad spend so quickly, so efficiently, and so quantifiably.
Charlie Farrell, Senior Manager of Search Engine Marketing
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Optimize Marketing to Drive More Sales

Attribute each marketing-driven phone call to appointments, orders, and sales so you can optimize your campaigns, reduce your CPA, and increase your ROI for every marketing dollar you spend.
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Convert More Callers to Customers

Seamlessly route calls to the best call center agent, dealership, or location immediately to reduce transfers, decrease hold times, and convert more calls into appointments and sales.
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Improve Retention with Superior Experiences

Automatically analyze and score call handling quality for 100% of your calls to better train your sales staff and call center agents to provide superior customer service for every caller.

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. 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.
Invoca Solution - Efficient dynamic call routing
Invoca Solution - Simple IVR setup

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 caller experience for each service. And when your customers’ needs change, you can easily make changes to the IVR yourself.

Missed opportunity
re-engagement

Invoca can proactively surface opportunities for sales improvement by tracking and alerting on high-value lost sales that occur when calls are unanswered. These can be defined and prioritized in hundreds of different ways including high-intent callers that never connect to an agent because they hung up, or were sent to voicemail. This allows your agents to re-engage with these callers to improve sales performance and retention.
Invoca Solution - Automated call scoring and QA

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 to automatically analyze 100% of the sales calls each location receives and quickly identify interactions that need review and call center agents that need coaching. You can monitor how every salesperson and customer service agent is performing, and quickly dive into specific calls for review without waiting because call recordings, transcripts, and call scores are available immediately after calls end.

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. 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.
Invoca Solution - Security and compliance

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.

The Best Call Tracking & Conversation Intelligence Solution for the Telecommunications Industry

Invoca named a Leader In the Forrester Wave ReportInvoca named a G2 Enterprise Leader - Winter 2022Invoca named a G2 Leader - Winter 2022Invoca named a G2 Mid-Market Leader - Winter 2022Invoca Earns Best Feature Set from Trust Radius