Invoca has been a huge win for our QA team and our agent supervisors. We’re now evaluating 100% of calls — up from 0.5% — and we’ve reduced the research time it takes to investigate calls by 70%, which is amazing!
Lulu Vargas Martinez, Bilingual QA Monitor/Coach
Get to Insight Faster
Say goodbye to manual call scoring and quickly identify interactions that need review and agents that need coaching.
Evaluate 100% of Inbound Calls
Move from manually scoring a fraction of customer interactions to automatically scoring all of them.
Get Analytics on the Entire Call
Analyse the entire experience, even when calls are handled by an outsourced call centre or individual location.
Automated call scoring
Define automated scoring criteria to quantify agent performance and track script compliance. With our advanced call center quality assurance software, you can customise these criteria to fit your specific business needs and get a more detailed and accurate assessment of each interaction.
Dashboards, reporting & smart alerts
Monitor how agents, teams or locations are performing against core KPIs, track caller and agent sentiment and how it changes throughout each call, get alerts when call handling issues occur, and quickly dive into specific calls for review.
Immediate analytics
Forget waiting around — access call recordings, transcripts, and call scores immediately after calls end with Invoca’s call centre quality assurance software.
Automated agent identification
AI analyses every conversation to accurately identify and report on the specific agent that handled each call. Our contact centre quality assurance software uses Agent VoiceID technology, which allows managers to quickly find and sort calls by agent and generate agent-specific reports.
Invoca supports your contact centre and CX initiatives
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