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 analyses 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 centres.
Easily configure call routing rules and IVRs in minutes without coding or help from IT. Have callers routed by intent, location, or day/time to the best available location or agent to convert them. Use conversational IVRs to assist callers when locations are closed or busy. Reduce missed calls by routing calls to a list of numbers sequentially, simultaneously, or via round robin until someone answers.
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.
