SANTA BARBARA, CA, August 2, 2023 – Invoca, a recognized leader in conversation intelligence AI, announced today that the company’s latest product offering, PreSense has won the 2023 Sales and Marketing Technology Award, “The Sammy,” in the “Product of the Year” category. The Sammy Awards recognize technologies and organizations helping to solve the challenges companies have in connecting and collaborating with prospects and customers.

PreSense wins for its ability to quickly surface real-time insights from customers’ digital journeys to contact centers so they can offer efficient, personalized, and proactive support right from the start. With PreSense, contact centers receive pre-call digital journey data, such as search keywords, support articles viewed, and online ads clicked for consumers that call after visiting the company’s website. PreSense addresses long-standing issues in contact centers by bridging the gap between digital and voice interactions. 

By surfacing caller insights in a screen pop, agents can provide tailored and efficient service that reduces time-to-resolution and boosts conversion rates. PreSense also optimizes call routing, ensuring that customers are connected to the most appropriate agent based on their specific intent, leading to shorter calls, fewer transfers, and improved customer satisfaction. Armed with real-time intent data, brands can save millions in operational expenses — a crucial advantage amid a challenging economic climate.

"PreSense sets a new customer standard in transforming contact centers with real-time data that enables agents to get right to the point, and we’re thrilled to receive this honor from the Sammys," said Nathan Ziv, senior vice president of product at Invoca. “This win is a testament to the positive reception PreSense has received from the industry and customers as it revolutionizes contact center operations, while boosting operational efficiencies, slashing costs, and sparking new revenue growth.” 

“We are proud to reward and recognize Invoca for their innovation and dedication to helping both the organization using their technology and the ultimate consumer,” said Maria Jimenez, Chief Nominations Officer, Business Intelligence Group. “It was clear to our judges that their efforts will improve how we all connect with the brands we love for years to come.”

‍DIRECTV drives revenue growth with Invoca 

‍DIRECTV improved their contact center close rates by 110% by arming their sales agents with an enhanced screen pop inside Salesforce that features specific elements of their callers’ real-time digital journeys. “The second a rep picks up the phone, we know what’s in their cart, we know what features they’re interested in, we know what pages they’ve been on…” said Mark Loovis, senior director of marketing technology at DIRECTV during an interview at last year’s Invoca Summit event. “When the rep has that information, it’s incredible what they can do.”

Invoca was honored among 60 other leaders in the sales and marketing industry in the 2023 Sammy Awards. The company was also recognized last year in the 2022 Sammy Awards for “Organization of the Year” category. 

To learn more about how Invoca’s conversation intelligence AI solutions can help your business, request a demo at invoca.com, follow along on our blog, or browse our resources and customer case studies. Connect and engage with Invoca via LinkedIn, YouTube, Twitter, Facebook, and Instagram. 

‍About Business Intelligence Group

The Business Intelligence Group was founded with the mission of recognizing true talent and superior performance in the business world. Unlike other industry award programs, business executives—those with experience and knowledge—judge the programs. The organization’s proprietary and unique scoring system selectively measures performance across multiple business domains and then rewards those companies whose achievements stand above those of their peers.