Invoca Expands Platform to Sales, E-commerce & CX

Invoca, a company specializing in the extraction and utilization of data from customer phone interactions, is announcing today an expansion of its offerings. This includes new products designed for e-commerce operations, customer experience management, and sales teams, alongside the introduction of Invoca Exchange – a centralized hub for all of the platform’s integrations with other services.

These announcements are being made during the company’s virtual Invoca Summit. Prior to the event, CEO Gregg Johnson, formerly an executive at Salesforce, shared that clients have been requesting Invoca to broaden its scope beyond its initial concentration on delivering “conversation intelligence” to marketing departments.

Johnson recounted businesses expressing the need for alignment in supporting the entire revenue cycle. He stated that while the company was already moving in this direction, the onset of the COVID-19 pandemic accelerated these plans.

He emphasized that the data provided by Invoca has become increasingly vital during the pandemic and subsequent lockdowns, as businesses were largely limited to “two channels of feedback” – digital interactions and direct customer conversations. While numerous analytics tools exist for monitoring online activity, Johnson pointed out that “customer conversations are crucial for understanding the reasoning” behind observed behaviors.

Simultaneously, Johnson noted that call center personnel transitioned to remote work, leading to disruptions in existing systems and a loss of supervisory oversight regarding agent performance.

Invoca is addressing these challenges by ensuring that teams across marketing, sales, customer experience, and e-commerce all have access to the same call-related data.

As an illustration, Johnson mentioned that agents at Invoca client BBQGuys require data to effectively recommend alternative products when a customer’s preferred grill is out of stock. Similarly, a healthcare organization could leverage call data to anticipate and prepare for potential surges in COVID-19 cases within their region.

“We have consistently positioned ourselves as both an application and a platform,” Johnson explained. “We already provide the capability to automatically apply these insights using the data within Invoca, without requiring manual intervention. Therefore, we developed four solutions designed to seamlessly integrate with other tools.”

Invoca for eCommerce, Invoca for Customer Experience, and the established Invoca for Marketing product are currently available. Invoca for Sales is presently accepting applications for beta testing in November.

The Invoca Exchange currently features over 40 integrations, including connections to Google, Salesforce, Facebook, Adobe, Tealium, and Five9. The company is also announcing new partnerships with FullStory and Criteo.