If your company has multiple locations or franchises, it’s critical that each of those locations is representing your brand and meeting your expectations for customer service. And for many industries, like healthcare, home services, financial and legal services, a good old fashioned telephone call remains the #1 channel for customer contact.

But are your company’s locations following up with customers in a timely fashion, are they missing calls, are they missing opportunities, are they meeting your company’s customer experience standards? 

Conversational Intelligence is a great way to arrive at this information, and that is why Invoca has introduced Invoca for Multi-Location CX.

Invoca for Multi-Location CX combines Invoca’s AI-powered speech analytics, automated call scoring, intelligent call routing and conversational IVR capabilities into one centralized platform.

• Companies can view real-time and historical reports on call activities, benchmark performance, score agent performance, and related reporting and analysis is available by region and store location.
• Invoca’s AI analyzes every call outcome and scores agent performance to look for improvement opportunities.
• The platform’s custom call routing tool helps reduce missed calls and ensures the right customer is connected to the right resource at the right time.

Last, but not least, as we like to say at Opus Research, Conversational Intelligence reflects the real “Voice of the Customer.” Invoca’s platform offers managers a searchable database of every call made to every location, including recordings and transcripts, for insights into caller trends, sentiment, decision making and competitive analysis.

For more information, visit Invoca.com.

Categories: Conversational Intelligence, Articles