Customers have countless options when deciding where to spend their money. The first conversation with a potential customer can make or break a sale. Whether it’s a new customer curious about your offer or an existing one looking for more information, the quality of that interaction is crucial.

This is where a new generation of omnichannel customer intelligence tools come into play. Solutions like Invoca’s PreSense are transforming the way sales agents respond to incoming calls and giving marketing teams a better view into what’s working and why. Businesses can leverage these kinds of solutions to dramatically improve both their conversion rates and overall customer experience (CX).

DIRECTV: From Omnichannel Insights to 110% Conversion Improvement
Invoca’s PreSense has helped DIRECTV achieve a remarkable 110% improvement in conversion rates for sales agents. With a complete view of the customer’s journey, agents know exactly what piqued the customer’s interest when they call, as well as what products they’ve explored, and where they are in their decision-making process. This deeper understanding allows the agents to tailor their responses, answer questions directly related to the customer’s specific interests, and make the entire conversation more personal and relevant—ultimately making the customer feel heard, understood, and valued.

MoneySolver: Smarter Routing, Better Conversations, and Greater ROAS
MoneySolver, a financial services company, used solutions from Invoca to improve Return on Ad Spend (ROAS) by 30% and doubled the close rates from calls into their contact center. The secret? Dynamic call routing, agent assist functions, and AI-powered scorecards.

MoneySolver deployed tools that can automatically route calls to the right agent based on the affiliate source and empower agents with real-time nudges. Imagine a sales agent being gently prompted on the most effective “talk track” while conversing with a prospect—giving them the best shot at closing the sale. These insights and nudges help agents respond more effectively, while AI-driven scorecards ensure ongoing quality improvement and agent development.

join Opus Research and Invoca (Wednesday, October 16th) to explore more use cases, discuss trends in conversational and customer intelligence, and help you get a glimpse into the future of smarter, more responsive CX.

Leveraging Conversational Intelligence to Deliver Personalized Caller Experiences
The real power of solutions like Invoca’s PreSense lies in the marriage of Conversational Intelligence and Customer Intelligence—a combination that can vastly improve both efficiency and personalization of customer interactions.

In a world where automation is taking over many business functions, tools like AI-driven chatbots and virtual assistants can handle the most routine tasks. By allowing human agents to focus on the more complex, value-driven interactions, these technologies not only help companies reduce costs but also open opportunities to personalize the customer experience in ways that were never possible before.

Think about it: what if the information gathered from automated interactions could be seamlessly transferred to a live agent, allowing that agent to understand precisely what the customer has been through so far? Imagine a potential customer browsing your website, comparing products, and deciding to pick up the phone to call. If your sales agent knows exactly what products they’ve shown interest in and where they are in their sales journey, they can offer a personalized and relevant experience that drives conversions.

This is the key idea behind solutions like Invoca’s PreSense—leveraging customer insights not only to automate but to elevate. It’s about more than just reducing costs; it’s about understanding what your customers need, meeting those needs effectively, and ultimately improving customer satisfaction and revenue.

Categories: Conversational Intelligence, Intelligent Assistants, Articles