Please check your email for a link to access the full Ultimate Guide to Conversation Intelligence.
Thank you!
1/4
With Invoca, anyone can create custom IVR phone menus in minutes without any coding or help from IT. Invoca IVRs are powered by natural language processing (NLP) so they can understand both voice responses and keypresses, providing better experiences for your callers.
You can also report and take action on Invoca IVR Data to see how well your IVR is working. You can view caller IVR responses and interaction data in Invoca reports. Detect CX issues impacting conversions, pass IVR responses to your CRM, and use IVR responses to classify caller intent.
Invoca voice IVR is simple to deploy and maintain
2/4
Invoca doesn’t just capture what happens during the call, it captures the digital journey that drove the call, too. This opens up a world of digital intent data to help create vastly improved call experiences. You’ll have visibility into callers that originated from your product page so agents can immediately offer help and see which callers were already trying to purchase online to try and close that sale over the phone. You can also deliver screen pops with digital journey data directly to your agents so they can provide faster, more personalized service to every caller.
Use digital intent for smarter routing
3/4
Callers aren’t just customers looking for help or prospects looking to purchase. The third (and dreaded) caller type is a current customer looking to cancel service or return a product. Invoca gives you the transparency and data to identify these at-risk customers and route them directly to specially trained retention reps who have the best odds at saving those customers.
Save at-risk customers
4/4
Are you routing your calls in the most efficient and effective way possible? To learn how you can route calls more efficiently, let’s take a look at how you’re handling it today.
More Efficient Call Routing & IVRs
Do you route calls:
Through an IVR
A well-tuned IVR can help your customers get the information they need quickly, sometimes without even talking to an agent. A bad IVR is an endless labyrinth of frustrating dead-ends that will have callers screaming “AGENT” and mashing the “0” button while tears run down their face. Many contact centers find themselves in the latter camp because their IVRs are too difficult to test and maintain and frequently require involving IT, vendors, or other technical assistance to make needed changes.
Bad IVRs are frustrating and inefficient
Learn how Invoca IVRs reduce frustration
From Your Website
Without Invoca you don’t have insight into the digital journey that drove the call so you can’t personalize the caller experience or route the call smartly. If you just have a single number on your website that drives to a general contact center, you’re wasting the customer’s time and valuable agent bandwidth.
Without digital intent data, you’re creating a tedious experience for the customer and an inefficient process for your contact center teams.
Static numbers waste the customer’s and contact center’s time
See how you can use digital intent to automatically route calls
Without Personalization
If you route all calls the same way, you run the risk of losing at-risk customers forever if they aren’t sent directly to retention agents. Other potentially dissatisfied customers—like those who need to return or replace products—also don’t want to hunt their way through the IVR to get service. The last thing you want is to further frustrate an already unhappy customer.
One-size-fits-all routing increases churn
Learn how better routing can increase retention
Get the full Guide
BACK TO LESSON
Just fill out the form to take your contact center to the next level!
Get the full Ultimate Guide to Conversation Intelligence
Dynamically Route Calls Based on Customer Intent
One-size-fits-all routing increases churn
Do you route calls without personalization?
If you route all calls the same way, you run the risk of losing at-risk customers forever if they aren’t sent directly to retention agents. Other potentially dissatisfied customers—like those who need to return or replace products—also don’t want to hunt their way through the IVR to get service. The last thing you want is to further frustrate an already unhappy customer.
Learn how better routing can increase retention
Static numbers waste the customer’s and contact center’s time
Do you route calls from your website?
Without Invoca you don’t have insight into the digital journey that drove the call so you can’t personalize the caller experience or route the call smartly. If you just have a single number on your website that drives to a general contact center, you’re wasting the customer’s time and valuable agent bandwidth.
Without digital intent data, you’re creating a tedious experience for the customer and an inefficient process for your contact center teams.
See how you can use digital intent to automatically route calls
Bad IVRs are frustrating and inefficient
Do you route calls through an IVR?
A well-tuned IVR can help your customers get the information they need quickly, sometimes without even talking to an agent. A bad IVR is an endless labyrinth of frustrating dead-ends that will have callers screaming “AGENT” and mashing the “0” button while tears run down their face. Many contact centers find themselves in the latter camp because their IVRs are too difficult to test and maintain and frequently require involving IT, vendors, or other technical assistance to make needed changes.
Learn how Invoca IVRs reduce frustration
Without Personalization
From Your Website
Through an IVR
Do you route calls:
LESSON 4
Are you routing your calls in the most efficient and effective way possible? To learn how you can route calls more efficiently, let’s take a look at how you’re handling it today.
More Efficient Call Routing & IVRs
LESSON 4
Dynamically Route Calls Based on Customer Intent
Invoca voice IVR is simple to deploy and maintain
With Invoca, anyone can create custom IVR phone menus in minutes without any coding or help from IT. Invoca IVRs are powered by natural language processing (NLP) so they can understand both voice responses and keypresses, providing better experiences for your callers.
You can also report and take action on Invoca IVR Data to see how well your IVR is working. You can view caller IVR responses and interaction data in Invoca reports. Detect CX issues impacting conversions, pass IVR responses to your CRM, and use IVR responses to classify caller intent.
1 / 4
Use digital intent for smarter routing
Invoca doesn’t just capture what happens during the call, it captures the digital journey that drove the call, too. This opens up a world of digital intent data to help create vastly improved call experiences. You’ll have visibility into callers that originated from your product page so agents can immediately offer help and see which callers were already trying to purchase online to try and close that sale over the phone. You can also deliver screen pops with digital journey data directly to your agents so they can provide faster, more personalized service to every caller.
2 / 4
Save at-risk customers
Callers aren’t just customers looking for help or prospects looking to purchase. The third (and dreaded) caller type is a current customer looking to cancel service or return a product. Invoca gives you the transparency and data to identify these at-risk customers and route them directly to specially trained retention reps who have the best odds at saving those customers.
3 / 4
4 / 4
Get the full Guide
BACK TO LESSON
Just fill out the form to take your contact center to the next level!
Get the full Ultimate Guide to Conversation Intelligence
Please check your email
for a link to access the full Ultimate Guide to Conversation Intelligence.
Thank you!
With Invoca, anyone can create custom IVR phone menus in minutes without any coding or help from IT. Invoca IVRs are powered by natural language processing (NLP) so they can understand both voice responses and keypresses, providing better experiences for your callers.
You can also report and take action on Invoca IVR Data to see how well your IVR is working. You can view caller IVR responses and interaction data in Invoca reports. Detect CX issues impacting conversions, pass IVR responses to your CRM, and use IVR responses to classify caller intent.
Invoca voice IVR is simple to deploy and maintain
1/4
2/4
Invoca doesn’t just capture what happens during the call, it captures the digital journey that drove the call, too. This opens up a world of digital intent data to help create vastly improved call experiences. You’ll have visibility into callers that originated from your product page so agents can immediately offer help and see which callers were already trying to purchase online to try and close that sale over the phone. You can also deliver screen pops with digital journey data directly to your agents so they can provide faster, more personalized service to every caller.
Use digital intent for smarter routing
3/4
Callers aren’t just customers looking for help or prospects looking to purchase. The third (and dreaded) caller type is a current customer looking to cancel service or return a product. Invoca gives you the transparency and data to identify these at-risk customers and route them directly to specially trained retention reps who have the best odds at saving those customers.
Save at-risk customers
Are you routing your calls in the most efficient and effective way possible? To learn how you can route calls more efficiently, let’s take a look at how you’re handling it today.
More Efficient Call Routing & IVRs
Do you route calls:
Through an IVR
A well-tuned IVR can help your customers get the information they need quickly, sometimes without even talking to an agent. A bad IVR is an endless labyrinth of frustrating dead-ends that will have callers screaming “AGENT” and mashing the “0” button while tears run down their face. Many contact centers find themselves in the latter camp because their IVRs are too difficult to test and maintain and frequently require involving IT, vendors, or other technical assistance to make needed changes.
Bad IVRs are frustrating and inefficient
Learn how Invoca IVRs reduce frustration
From Your Website
Without Invoca you don’t have insight into the digital journey that drove the call so you can’t personalize the caller experience or route the call smartly. If you just have a single number on your website that drives to a general contact center, you’re wasting the customer’s time and valuable agent bandwidth.
Without digital intent data, you’re creating a tedious experience for the customer and an inefficient process for your contact center teams.
Static numbers waste the customer’s and contact center’s time
See how you can use digital intent to automatically route calls
Without Personalization
If you route all calls the same way, you run the risk of losing at-risk customers forever if they aren’t sent directly to retention agents. Other potentially dissatisfied customers—like those who need to return or replace products—also don’t want to hunt their way through the IVR to get service. The last thing you want is to further frustrate an already unhappy customer.
One-size-fits-all routing increases churn
Learn how better routing can increase retention
lesson 4
Get the full Guide
Through an IVR
From Your Website
Without Personalization
4/4
Dynamically Route Calls Based on Customer Intent
back to lesson
Just fill out the form to take your contact center to the next level!
Get the full Ultimate Guide to Conversation Intelligence
Please check your email
for a link to access the full Ultimate Guide to Conversation Intelligence.
Thank you!
Through an IVR
From Your Website
Without Personalization