Centrally manage caller experiences at every location
Enables national and regional CX, sales, and operations leaders to reduce missed calls and improve call handling and conversion rates across locations.
Invoca has helped us tap into phone conversations so we can understand each buyer’s unique needs. As a result, we can deliver a truly peerless car-buying experience.
Marc Cannon
EVP & Chief Customer Experience Officer
Track and measure calls to locations
View real-time and historical reports on calls to every location. Get complete visibility into call volumes, caller intent, call outcome, and call handling performance. View reports by region, state, city, location – down to the individual staff member – and automatically share relevant data with stakeholders.
AI analyzes 100% of inbound calls to locations to detect call outcomes, identify the specific staff member handling each call, and score their performance for your specific KPIs and talk tracks. Save time and improve QA by having Invoca identify moments in calls to review. Coach staff members at locations in the right areas to improve by adding comments to call transcripts.
Monitor answer rates across locations and reduce missed calls by using data to inform staffing or by having Invoca forward unanswered calls to available staff, locations, or contact centers.
The AI messaging agent that turns conversations into customers
Meet the first two-way SMS AI messaging agent that connects the full buyer journey to turn conversations into conversions. Provide fast, personalized, automated interactions that traditional chat or SMS tools can’t deliver to meet buyers in the moment with 24/7, two-way conversations that move them toward purchase. Smart, instant responses keep high-intent leads progressing when your agents are busy or your business is closed, reducing BPO coverage costs and sales associate workload.
Easily configure call routing rules and IVRs in minutes without coding or help from IT. Route callers by intent, location, or day/time to the best available location or agent for conversion. Use conversational IVRs to assist callers and automatically engage them with our AI Messaging Agent when locations are closed or busy, ensuring leads progress before they stall.
Get a searchable database of every call, including recordings and transcripts, for insights into callers, why they convert, how you compare to your competitors, and more.
Get alerted when locations have call handling issues
Get alerts when location staff fail to follow talk tracks, use bad terminology, or have other call handling issues so managers can deliver timely coaching. Get notified when calls go unanswered or voicemail boxes are full so you can take action to prevent lost revenue.
