Invoca for Retail Businesses

Invoca call tracking for retail businesses captures the caller’s information and the marketing channel, ad, keyword search term, website interaction, and other sources that drive each call. Make automated, in-the-moment optimisations to your campaigns to reduce wasted spend and ensure that every last cent of your media budget delivers measurable results whether your business has one location or contact centre or multiple locations.

Invoca makes it simple for retail businesses to seamlessly route calls to the right place. Dynamic routing enables you to automatically detect the location, line of business, product interest, and more to route calls to the appropriate retail call centre agent or location immediately, without the caller needing to use keypress options. Dynamic routing can even be set up to use more than one factor, like product interest and location, to route the caller to the right person for the best possible experience.

Easily build your own custom IVRs to allow inbound callers to select how they should be routed. Businesses with multiple locations can automatically route calls to the best store and include a different customised caller experience for each location. And when your customer’s needs change, you add locations or services or change hours, you can easily make changes to the IVR yourself.

Spend less time spotting call handling issues and more time solving them with automated QA and conversation analytics for retail. Harness the power of AI to automatically analyse 100% of the sales calls each location receives and quickly identify interactions that need review and sales agents that need coaching. You can monitor how every salesperson and location is performing, get alerts when call handling issues occur, and quickly dive into specific calls for review without waiting because call recordings, transcripts, and call scores are available immediately after calls end.