The contact center has been transforming to keep up with the times as customer preferences and platforms used for interacting with businesses have undergone profound changes that are accelerating. In fact, realities are that most customers want a variety of options for contacting a company beyond the traditional telephone call. Good contact center managers know, however, that meeting this need is about more than enabling new contact points like browser-based calls and smartphone apps; it’s about connecting each digital touchpoint with phone calls for a seamless experience that is responsive and that customers find compelling.
In recognition of this, call intelligence company Invoca has announced new integrations with Microsoft, Adobe, Kenshoo and Optimizely, strengthening its ecosystem of over 30 partnerships, which includes other big names in marketing technology, including Google, Salesforce, Hubspot and Marketo. Through these partnerships, Invoca can bring conversations into the omnichannel customer journey.
Earlier in the year, Invoca introduced its Call Intelligence Platform, which provides marketers with information on inbound calls.
In a similar vein, Invoca Connect enables marketers to easily inject intelligence into their existing technology stack. Marketers can incorporate call intelligence into the marketing program they already use, including attribution platforms, CRM, call center software, bid management platforms, marketing automation solutions, DMP and DSP platforms, and more.
“According to Google, 90 percent of consumers move between multiple devices to accomplish their goals,” said Kyle Christensen, vice president of marketing at Invoca. “This trend has given rise to the omnichannel marketer, who uses marketing technology to influence and tie together every part of the customer experience.”
“Many of the technology ecosystems these marketers have worked hard to architect don’t account for phone calls, which can amount to millions in lost revenue. Invoca’s extensive network of integration partners makes it possible for marketers to be truly omnichannel by orchestrating a seamless and consistent customer experience across all channels,” added Christensen.
New integrations available to Invoca customers include enhancements to Microsoft Dynamics CRM, added keyword-level data for call extensions in Adobe Media Optimizer, real-time data sharing for Kenshoo, and the ability to attribute inbound phone calls to targeted website experiments using Optimizely’s Experience Optimization Platform.