Invoca, a top provider of AI-powered tools for revenue growth, is seeing a surge in interest from contact centers. The company has grown 50% over the past year as businesses look for smarter ways to manage customer interactions, boost agent performance, and increase revenue.
Invoca’s growth comes as more businesses seek to connect digital customer behavior with live conversations in their contact centers. By using Invoca’s artificial intelligence, companies can now better understand why customers call, analyze how those calls go, and evaluate agent performance in real time. This approach helps improve customer service and drive more sales.
To meet rising demand, Invoca has launched several new features that give companies more control over the customer experience. These include advanced quality management tools and deeper integrations with major contact center platforms like Genesys and Five9.
Big Brands Trust Invoca for Smarter Contact Center Operations
Major organizations such as DIRECTV, Renewal by Andersen, CHRISTUS Health, and Mutual of Omaha are already using Invoca’s AI-driven tools. They rely on the platform to make their contact centers more efficient, offer better customer service, and improve how they convert calls into revenue.
“Contact centers are no longer just a cost to manage — they’re now key to growing revenue,” said Peter Isaacson, Chief Marketing Officer at Invoca. “Our platform gives agents and managers the data they need to guide customer conversations and turn more calls into sales.”
Smarter Quality Management With AI
Invoca’s new AI-powered quality management features are helping contact center teams improve faster. Managers can now evaluate calls more quickly and give agents feedback that’s more helpful and personalized.
Key updates include:
New Dashboards for Trend Analysis: Managers can easily spot patterns in agent behavior and link them to call results. This helps track progress over time and shows how coaching impacts performance.
Custom Evaluation Forms: Inside the Call Review Console, managers can now grade specific parts of a call and leave targeted feedback. These forms, powered by AI scoring, replace messy spreadsheets and bring everything into one system.
Upgraded Sentiment Analysis: Soon, Invoca will offer AI tools that track how both agents and customers feel during a call. Important parts of conversations will be highlighted in transcripts, and managers will get sentiment scores to catch problems early and keep customer satisfaction high.
Stronger Platform Integrations Improve Results at Scale
Invoca is also making its tools work better with top CCaaS (Contact Center as a Service) platforms. These integrations help unify marketing and contact center teams, leading to better customer experiences and stronger business results.
PreSense on Genesys AppFoundry: Invoca’s PreSense is now available through Genesys, allowing contact centers to use real-time data from ad clicks and website visits. This helps route calls to the best agent and improves how calls are handled.
Better Integration With Five9: Invoca now takes in call recordings from Five9 and includes them in its Call Review Console. These calls are transcribed, summarized, and analyzed by AI, giving managers insight into performance. Invoca also connects Five9 data, like call outcomes, to marketing campaigns, helping advertisers see which channels lead to real results.
What Customers Are Saying About Invoca
Invoca’s impact is being felt across several industries, with customers praising its ability to save time, improve training, and increase agent satisfaction.
Healthcare: “Our agents like the feedback we give them using Invoca. We can pull up transcripts and recordings to coach them better. It’s helped us keep our call center staff happy and performing well,” said Sherita Vance of CHRISTUS Health Plan.
Insurance: “Now we can give feedback to our managers instantly, without waiting for weekly reports. We can see how well agents are handling and converting calls in real time,” said Tim Mogler from Mutual of Omaha.
Retail: “Invoca has cut down the time I spend on quality checks. What used to take two days now only takes a few hours,” said Ryan Setzler of 1000Bulbs.com.
Home Services: “Our team hit a record-high quality score thanks to Invoca. We can coach agents on the spot and give them real-time tips to do better,” said Anna Olson at Casella Waste Systems.
Learn More About Invoca’s Contact Center Tools
Learn how to score 100% of calls with AI: https://www.invoca.com/product/quality-management
