We're excited to announce that Invoca PreSense is now available on the Genesys AppFoundry®, a solutions marketplace offering a curated selection of apps and integrations to elevate customer and employee experiences.
Invoca PreSense enhances contact center operations by connecting real-time data on callers’ digital activity to the Genesys Cloud™ platform. By capturing insights on every caller — including ad clicks, website behavior, and cart contents — PreSense enables Genesys to route callers to the right agent right away. It also equips agents with valuable insights into the digital journey of each caller, enabling them to improve call handling efficiency and conversion rates.
This powerful integration helps you convert more callers, resolve customer issues faster, and create personalized end-to-end experiences from digital engagement to the very first hello. Here’s how it works.
Bridging the Gap Between Digital Marketing and the Contact Center
Every call to your contact center represents a critical moment of truth where your business either wins or loses a customer. When someone calls after engaging with your digital advertising campaigns on Google, YouTube, Facebook, Instagram, TikTok, and other channels, the experience they receive can make or break the relationship.
Invoca PreSense makes it easy to orchestrate optimal experiences for these consumers by using real-time intent data from their digital behavior to route them to the right agent. Even better, it arms those agents with those digital journey insights to improve agent efficiency, increase conversion rates, and reduce customer churn. Watch this video to see how it works.
How PreSense Transforms the Caller Experience
When integrated with Genesys Cloud, PreSense delivers powerful capabilities that help businesses improve CX and grow revenue:
Improve call experiences with intelligent call routing
PreSense uses a caller’s digital journey to infer intent and value, automatically routing themto the right team member or queue. It enables contact centers to segment sales and support calls, prioritizing high-intent callers by having them skip the IVR and directly connecting them with a sales agent to increase conversions. This is accomplished using digital intent signals like:
- Ad campaign clicks and interactions
- Specific webpage visits
- Products viewed and cart contents
- Promotional content engagement
This intelligent routing connects callers to the right agent the first time, eliminating transfers and reducing customer frustration while creating efficient call flows based on actual customer intent.
Maximize conversions and revenue
Transform your contact center into a strategic revenue driver by routing high-value leads directly to skilled agents for tailored conversations, while automating the handling of routine inquiries.
Enable agents with digital journey context
Before an agent picks up the phone, PreSense provides valuable context through an intuitive screen pop in Genesys. Data options include:
- The campaign or ad the caller engaged with
- What's in their shopping cart
- The features or products they showed interest in
- Which webpages they visited
- Troubleshooting or support topics viewed
This pre-conversation intelligence enables agents to bypass repetitive questions and deliver personalized service that builds immediate trust and rapport.
Key Benefits of Invoca PreSense for Genesys Cloud Users
Reduce call wait times and abandonment
Use real-time insights into callers' digital behavior to prioritize urgency and lead value. Connect callers to the right agent the first time, reducing unnecessary transfers and hold times.
Accelerate resolution times
Empower agents with instant, actionable context about each caller before they even pick up. Eliminate repetitive questions, reduce average handle time (AHT), and resolve issues faster.
Boost conversion rates
Equip agents with immediate visibility into caller buying signals, enabling them to deliver personalized, persuasive conversations that help close more deals and maximize revenue potential.
Reduce operational costs
By providing agents with context upfront, PreSense significantly reduces AHT, cutting the cost per call. Fewer escalations and streamlined workflows mean your contact center can handle the same call volume with fewer resources.
Enhance the customer experience
Deliver personalized, seamless interactions by linking real-time insights into the caller's behavior to voice calls. Agents can establish immediate rapport with customers by referencing their unique journey.
Improve agent satisfaction and retention
Support agents with the tools and information they need to succeed. PreSense reduces cognitive load by providing enriched caller context upfront, enabling agents to focus on delivering solutions rather than searching for data. Reduce agent stress by allowing them to personalize their conversations and put callers at ease.
Real Results: How DIRECTV Boosted Conversion Rates by 110%
DIRECTV uses Invoca PreSense with Genesys Cloud to dynamically route callers based on their engagement with digital advertising and website content. When a DIRECTV agent answers the phone, they have immediate visibility into what prompted the call, such as the package being considered, allowing for more efficient conversations and better outcomes.
The results speak for themselves: DIRECTV has improved sales call conversion rates by an impressive 110% using PreSense.
As Mark Loovis, Director of Marketing Technology at DIRECTV, explains: "Being able to get an omnichannel view of the customer experience is invaluable. With Invoca, we can quickly identify issues in the buyer journey and correct them. It's had a huge impact on our conversion rate."
Check out this video to hear about the impact of Invoca straight from Mark.
PreSense Now Available on Genesys AppFoundry
Invoca PreSense is now available for the Genesys Cloud platform, allowing organizations to coordinate every interaction and touchpoint through a full suite of omnichannel options, built-in employee experience capabilities, and end-to-end journey optimization.
Ready to transform your contact center operations by connecting digital marketing data to your Genesys Cloud platform? Check out the Invoca PreSense listing on Genesys AppFoundry today.
