Invoca to announce platform updates at Summit

Invoca, the conversation intelligence platform, will announce new capabilities at its annual Summit conference today and tomorrow. The impetus of the updates is to boost the ability of revenue teams to take swift action based on conversation intelligence data.

Investment in R&D. The news follows the high profile acquisition of DialogTech in May this year and the consequent doubling in size of Invoca’s R&D capabilities and acceleration of its development roadmap.

In June, Invoca launched Invoca for Sales to promote call-handling quality at the individual agent level and to automate the call scoring process.

Latest from Summit. Four main updates to the platform’s functionality will be announced at Summit:

• Lost Sales Recovery which will use AI to detect missed sales opportunities because customers fail to reach a live agent (they hang up or go to voicemail);
• Outbound Call Support extends the existing automated QA process for inbound calls to outbound calls made by agents;
• Global Transcript Search extends search capabilities across all conversation data; and
• “No Code” Integration Library to facilitate integration with marketing and customer engagement platforms.

Why we care. Invoca’s acquisition of DialogTech marked a very significant consolidation in the conversation intelligence space, and it’s reasonable to expect the organization to take the lead in innovation. What’s more, customers still talk to brands; they still pick up a phone and expect a relevant response. Conversation intelligence aims to wring as much actionable data from such interactions as can be gathered from online and social engagement. That’s where these updates are headed.