For Contact Centres

AI to maximise every contact centre interaction

Boost conversion rates, customer satisfaction, and operational efficiency with Invoca's contact center platform.
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Invoca AI to maximise every contact centre interaction
Invoca Customer MoneySolver
Invoca has been a game-changer for us. It helps me quickly find coaching opportunities for even my most experienced team members.
Invoca Customer - Mark Roblez, Director of Call Center Operations, MoneySolver
Mark Roblez
Director of Call Center Operations

Empower agents before they say “hello”

Reduce handle times and boost CSAT with convenient agent screen pops that show key data from your callers’ real-time digital journeys.
Empower agents before they say “hello” with Invoca Presense

Efficient and accurate call QA

Stop wasting time manually listening to and scoring calls. Add Invoca's AI-powered automation to your call review process to get a complete and objective view of each agent’s call-handling performance.
Efficient and accurate call QA with Invoca

Enhance agent performance

With automated QA, the Invoca contact center platform’s AI identifies potential coaching moments in every call with scorecards tuned to your business objectives. Use this data to improve agent performance through targeted, unbiased coaching.
Enhance agent performance with Invoca

Reduce hold times and transfers

Automatically route calls to the appropriate department, location, or agent with our contact centre platform to improve the experience for every customer and lower your AHT. Using real-time digital intent data, you can ensure that high-value customers connect with the right sales agent, right away and prevent support calls from clogging the queue.
Reduce hold times and transfers with Invoca

Get immediate alerts when issues arise

Get notified when there is a sharp rise in unanswered or unconverted calls so you can fix issues costing you revenue. Our contact centre software alerts managers when key metrics spike or when an agent needs immediate coaching. Send agents coaching reminders when they fail to follow talk tracks or use the wrong terminology.
Get immediate alerts when issues arise with Invoca Smart Alerts

Re-engage unanswered sales calls

Identify missed sales calls with high purchase intent using our contact centre program and re-engage them for higher conversion rates.
Re-engage unanswered sales calls with Invoca

Contact Centre Platform FAQs

What are the key features of a contact centre platform?

Contact center platforms feature AI-driven conversation intelligence for enhanced agent performance and customer satisfaction. Key functionalities include real-time digital journey insights, automated quality assurance, intelligent call routing, and personalised customer interactions.

These systems also provide actionable analytics and alert mechanisms to promptly address service issues and optimise communication strategies.

How can a contact center platform benefit my business?

Implementing contact centre platforms like Invoca can significantly enhance your business by improving customer service efficiency and satisfaction. It enables quicker resolutions through intelligent call routing, enhances agent performance with data-driven insights, and reduces operational costs with automation. Moreover, it captures valuable customer feedback to inform business strategies, driving growth and customer loyalty.

How can a contact centre platform improve customer satisfaction?

A contact center platform improves customer satisfaction by delivering personalised interactions. Features like intelligent call routing direct customers to the most appropriate agents, reducing wait times and frustration. Automated quality assurance and performance analytics help continually refine service quality, ensuring every customer interaction is effective and satisfactory.

How does a contact centre system handle peak loads or high call volumes?

A contact centre system manages peak loads and high call volumes through advanced features like intelligent call routing and interactive voice response (IVR) systems. These tools route calls to available agents or self-service options, reducing wait times and evenly distributing workload.

What is the role of artificial intelligence (AI) in contact centre systems?

Artificial intelligence (AI) plays a pivotal role in modern contact centre systems by enhancing the customer experience. The adoption of AI enables real-time speech analytics, predictive customer service, and intelligent call routing, which help anticipate customer needs and manage interactions more effectively. AI-driven insights also empower agents with relevant information to improve resolution rates and overall service quality.