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Contact Center

What Is Call Flow? Impact, Best Practices, and How to Manage

Jane Irene Kelly

Learn what call flow is, why it matters in customer service, and how to improve support outcomes with best practices.

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Call Handling Performance Benchmarks Contact Center Leaders Need to See

We analyzed 60 million phone calls to discover how often businesses are correctly handling phone leads. See how your contact center stacks up!

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Jane Irene Kelly

What Is Call Center Monitoring and Why Is It Important?

Learn how call center monitoring improves performance, customer satisfaction, and efficiency.

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New Forrester Wave Shows the Importance of the Connected Buyer Journey

Invoca was named a Strong Performer in the Forrester Wave™: Conversation Intelligence Solutions For Contact Centers, Q2 2025 report. Learn more.

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Jane Irene Kelly

What Is CSAT? Purpose, Benefits, and How to Measure It

Learn about Customer Satisfaction Score (CSAT) and best practices to improve customer happiness.

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Why Invoca Leads the Charge in Contact Center AI Innovation

See how Invoca's latest contact center AI innovations enable businesses to provide exceptional buyer experiences, convert more leads, and improve efficiency.

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Boost Contact Center Revenue with Invoca PreSense for Genesys Cloud

Learn how Invoca PreSense enhances contact center performance by connecting real-time data on callers’ digital activity with Genesys Cloud.

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How Invoca Customers Use PreSense to Improve Call Experiences

PreSense can dynamically route calls based on customer intent, and it can pass this intent data on to agents before they answer the call. See how it works.

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Invoca PreSense Delivers a Faster, More Delightful Call Experience

Invoca PreSense gives agents real-time insights about why customers are calling right in their screen pops, allowing them to provide seamless experiences.

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Jane Irene Kelly

Understanding Call Center Productivity: The Ultimate Guide

Learn how to optimize call center productivity with proven strategies to boost agent performance and elevate customer satisfaction.

Videos

What Can You Do with Invoca Conversation Intelligence?

2:18

min

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Sr. Marketing Leaders on the Business Impact of Invoca

How Invoca Signal Discovery Works

2:53

min

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Why Invoca is a “Must Have” for DIRECTV

Our customers talk about the value of Invoca

2:47

min

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How Invoca Helps ATI Understand Return on Investment

How VITAS Healthcare uses Invoca

3:11

min

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What Can You Do with Invoca Conversation Intelligence?

Resource library

Learn best practices

Take a deep dive into Invoca call tracking and conversational analytics with case studies, whitepapers, videos, analyst reports, and more.

Explore more resources

The Ultimate Guide to Conversation Intelligence for the Contact Center

The Ultimate Guide to Conversation Intelligence for the Contact Center

In this interactive guide, you’ll learn everything about using conversation intelligence in the contact center from automated QA to agent coaching to call routing.

Invoca + Google Ads Success Stories

Invoca + Google Ads Success Stories

We collected the top Google Ads and Invoca success stories in this guide. Discover how cutting-edge brands boost their ROAS with Google Ads plus Invoca.

The Paid Search Playbook for Driving Phone Leads to Locations & Franchises

The Paid Search Playbook for Driving Phone Leads to Locations & Franchises

Learn how marketers at multi-location brands can generate more valuable phone calls and improve ROAS from paid search.