Conversational AI platform Invoca announced a fresh integration with Five9, a cloud contact center solution. With this particular integration, CX-focused businesses who use Five9 can support more intelligent conversations between call agents and customers. Theyll also gain new capabilities to pull intelligence and insights concerning the overall customer journey.
Five9 is really a featured partner in Invocas expanding Invoca Exchange app marketplace, which currently contains over 50 apps and integrations.
Read next: Invoca unveils no-code integrations
What it can. Invocas conversational platform will support the interactions that customers and prospects have with cloud call centers run by Five9. Agents utilizing the Invoca integration could have a better notion of the journey a person went through before the call. This consists of a customers journey through marketing campaigns through Google or Facebook ads.
Having most of these journeys and conversations managed by that one platform allows marketers to raised gauge the impact of the interactions, along with the marketing campaigns that drove customers to create these calls. Which means that businesses are not only upgrading their call center functionality and CX, but gaining insights into revenue and efficiency.
Humans using data for better CX. When human agents are talking to a customer, they are able to utilize the contextual insights provided in their mind by Invoca AI to create helpful, targeted tips for a customers next action.
This intelligence from Invoca may also help determine which customers in the Five9 cloud contact center get yourself a live agent or are routed to a Five9 Intelligent Virtual Agent.
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Why we care. Call centers certainly are a critical touchpoint that may make or break the CX. Most customers who reach that point have previously tried self-service, so its at the very least nice if the agent has some context therefore the customer isnt beginning with scratch making use of their problem.
Also, its not efficient for a small business to get a human agent fielding every call, so intelligence concerning the customer journey might help triage the calls. The calls with common problems could be directed to automated solutions. Human agents are designed for more difficult, less frequent service requests.
But beyond improved CX and efficient automation for service calls, there’s another degree of efficiency and revenue generation which can be attained by connecting the dots between marketing campaigns and service calls.
CONCERNING THE Author
Chris Wood draws on over 15 years of reporting experience as a B2B editor and journalist. At DMN, he served as associate editor, offering original analysis on the evolving marketing tech landscape. He’s got interviewed leaders in tech and policy, from Canva CEO Melanie Perkins, to former Cisco CEO John Chambers, and Vivek Kundra, appointed by Barack Obama because the country’s first federal CIO. He could be especially thinking about how new technologies, including voice and blockchain, are disrupting the marketing world once we know it. In 2019, he moderated a panel on “innovation theater” at Fintech Inn, in Vilnius. Along with his marketing-focused reporting in industry trades like Robotics Trends, Modern Brewery Age and AdNation News, Wood in addition has written for KIRKUS, and contributes fiction, criticism and poetry to many leading book blogs. He studied English at Fairfield University, and was created in Springfield, Massachusetts. He lives in NY.