Five9 and Invoca Connect Digital Journey with the Contact Centre to Reimagine CX

min read
Five9 and Invoca Connect Digital Journey with the Contact Centre to Reimagine CX

In order to earn loyalty from today’s consumers, brands must rethink every leg of the customer journey across online and offline channels. Customers demand speed and convenience, but also want personalization and empathy with every interaction. 

This is why Invoca and Five9 have partnered to offer PreSenseTM, a joint solution that enables deeper insight into real-time data throughout the entire customer journey. Watch this video to learn more about how it works.

PreSense combines the power of Five9 Intelligent CX Platform with Invoca’s conversation intelligence technology to bring the contact centre and marketing teams closer together to enable the seamless, personalized experience that your customers expect.  

Consumers Demand a Fully-Connected Omnichannel Experience

Most consumers don’t know a “seamless omnichannel experience” from a ham sandwich, but they definitely notice when they don’t get one. Today’s digitally-empowered consumer expects to easily compare products and prices, get all the information they need to make an informed decision, and buy with just a couple of clicks.

But when it comes to more complex purchases, at least 60% of consumers say they will make a phone call before scheduling an appointment or making an important decision. And they don’t want to feel like they’ve started their shopping from scratch just because they jumped off the computer and called.

We found that nearly a quarter of consumers who have never done business with a company before expect that the business knows who they are, why they’re calling, and how they’ve interacted with you online.

This means that agents who answer the phone must have the right tools and information handy to meet customers exactly at this moment. But contact centre systems are not always built to streamline the caller journey. Instead, customers cite a long list of reasons they had a poor experience over the phone:

Brands that can’t provide seamless, personalized experiences risk losing their customers forever— in our 2022 buyer experience survey, 67% of consumers said they will stop doing business with a brand after just one bad experience

With the power of PreSense, you can exceed your customers’ experience expectations, earn their trust, and gain their loyalty. Here’s how it works.

Blend Digital Journeys with Human Interaction for Personalized and Efficient Customer Experiences

To enable you to meet these expectations, PreSense  from Invoca and Five9 stitches together online and offline customer experiences in one platform. Real-time omnichannel journey insights become accessible in one place, without disruption to existing systems, all while calls take place.

Callers leave a trail of digital insights

Even before callers reach a contact centre agent over the phone, their digital behaviors reveal a lot. Invoca’s conversation intelligence platform tracks the consumer’s entire digital journey, including keyword search terms, ads clicked, and products viewed on the webpage. PreSense uses this data to tell agents exactly what callers want and how they can help. 

Consumer journey data from inbound calls is captured and exposes customer intent.

With PreSense all of this data is automatically exposed in Five9, in real time, when the call is connected to the agent. This gives agents the context they need to provide a personalized, empathetic, and efficient experience for the customer. Here are just a few of the ways that Invoca and Five9 can improve the customer experience:

  • Agents can greet inbound callers with a personalized message to acknowledge why customers are calling and get right to the point (e.g. “Hello. I see you are calling about ‘high speed internet’ today.”)
  • Segment existing customers from new ones to reduce transfers, decrease call handling times, and provide a better experience for every caller (e.g. “We appreciate your business as a loyal customer.”)
  • Pinpoint exactly where friction occurred and immediately offer a solution (e.g. “I see you were having trouble with the promo code. I can help you finish this transaction.”)

Intelligently route calls based on digital intent

Pre-call journey data from Invoca also informs how calls are routed. For example, if callers come from specialty product pages that require more expertise, Invoca can route those calls directly to the appropriate salesperson on the phone. Or if it’s a customer who’s trying to cancel service, they can be routed straight to a retention agent to reduce churn. Think of how much time is saved in unnecessary transfers or hold times when the right person answers the call at the right time.

Conversely, not every call into a contact centre requires a live person. Especially given workforce shortages and increasing demand on agents, the Invoca + Five9 integration provides a value-add to already overwhelmed teams answering phones. Low-value calls asking about parking or store hours can automatically route to the Five9 IVA (Intelligent Virtual Agent), freeing up agent bandwidth and streamlining the customer experience.

Shared insights lead to a unified view of the customer experience

The best way to optimize the entire customer experience is to share visibility of the insights collected across teams and departments. Agent disposition, keypresses, and IVA paths automatically feed back into Invoca for a more unified view into the customer journey. Marketing teams, customer experience leaders, and contact centre managers can use this to make smarter, more data-driven decisions across teams. 

Revenue Growth from Reimagined CX

When you can break down siloes and unify customer experience data, more teams can work together to meet a common goal—delighting every single customer. With Invoca and Five9, the entire organization can work in concert to convert more customers, drive more revenue, and provide top-notch experiences.

Schedule a meeting today to learn more.

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