What is Invoca for Telecommunications?

Invoca for Telecommunications is a platform that provides advanced call tracking and customer analytics in telecom companies. It captures detailed information about each caller, including the marketing channel, advertisement, keyword search term, and website interaction that led to the call. This enables telecom companies to understand the effectiveness of their marketing efforts, optimize their campaigns in real time, and make data-driven decisions to enhance their customer interactions and maximize the return on their marketing investments.

Why is customer analytics important for telecom companies?

Customer analytics is vital for telecom companies because it offers deep insights into customer behavior, preferences, and needs. When companies capture insights from phone conversations with AI, they can personalize marketing campaigns, enhance the customer experience, and identify potential issues before they escalate. This approach ultimately improves the buying journey and drives revenue growth.

What types of data are analyzed in telecom customer analytics?

In telecom customer analytics, a wide range of data is analyzed, including call logs, customer interactions, browsing behavior, purchase history, and demographic information. Invoca fits into the picture by capturing deep insights from phone calls. It automatically collects each caller’s name, location, and demographic information. It also uses AI to transcribe and analyze each call, capturing deep insights about the caller’s buying intent, service interest, pain points, conversion outcome, and more. Teams can easily integrate this data with their technology stacks.

How does customer analytics impact customer retention in telecom?

Customer analytics in telecom companies plays a crucial role in customer retention by providing insights that help address customer needs. By analyzing customer data, telecom companies can detect inefficiencies in the buying journey, identify at-risk customers, and tailor personalized online-to-offline experiences that build loyalty. This approach reduces churn rates and builds lasting customer relationships.

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Invoca for Telecommunications

Invoca for Teleco

Leading telecom companies use Invoca's call tracking and conversation analytics to improve revenue performance and create seamless customer experiences.

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There’s nothing I’ve used that’s improved my return on ad spend so quickly, so efficiently, and so quantifiably.

Charlie Farrell, Senior Manager of Search Engine Marketing

Optimise Marketing to Drive More Sales

Attribute each marketing-driven phone call to appointments, orders, and sales so you can optimise your campaigns, reduce your CPA, and increase your ROI for every marketing dollar you spend.

Convert More Callers to Customers

Seamlessly route calls to the best call center agent, dealership, or location immediately to reduce transfers, decrease hold times, and convert more calls into appointments and sales.

Improve Retention with Superior Experiences

Invoca's telecom customer analytics automatically analyses and scores call handling quality for 100% of your calls to better train your sales staff and call centre agents to provide superior customer service for every caller.

Industry-leading call tracking

Invoca call tracking captures the caller’s information and the marketing channel, ad, keyword search term, website interaction, and other sources that drive each call. Using telecom customer analytics, you can 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.

Efficient dynamic call routing

Invoca makes it simple for telecommunications companies to route calls to the right location every time. Dynamic routing enables you to automatically detect the line of business, product interest, and more to route calls to the appropriate agent immediately, without the caller needing to use keypress options. Dynamic routing can also be set up to use more than one factor—like if a caller wants to cancel service—to route the caller to the right person for the best possible experience.

Simple IVR setup

Easily build your own custom IVRs to allow inbound callers to self-select how they should be routed. Telecoms with multiple lines of business can automatically route calls to the best agent and include a customized experience with customer analytics in telecom for each service. And when your customers’ needs change, you can easily make changes to the IVR yourself.

Missed opportunity
re-engagement

Invoca's telecom customer analytics can proactively surface opportunities for sales improvement by tracking and alerting on high-value lost sales that occur when calls are unanswered. These can be defined and prioritised in hundreds of different ways including high-intent callers that never connect to an agent because they hung up, or were sent to voicemail. This allows your agents to re-engage with these callers to improve sales performance and retention.

Invoca Solution - Automated call scoring and QA

Automated call scoring and quality assurance

Spend less time spotting call handling issues and more time solving them with automated call scoring and QA. Harness the power of AI with telecom conversation analytics 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.

AI-powered conversation analytics

Get deep insights into your customer conversations with Invoca Signal Discovery. Powered by unsupervised machine learning, Signal Discovery gives you an unprecedented, holistic view into your customer conversations. Conversations are automatically grouped into topics based on similarities in speech patterns and spoken phrases so that you can quickly gain new insights from tens of thousands of conversations and take action on them in real time — all with the goal of driving more revenue-generating calls, boosting conversion rates, and optimising the buying experience.