Invoca, an AI-powered conversation intelligence platform, strengthened its partnership with Five9, a provider of cloud contact center solutions, by connecting the data Invoca generates from digital marketing campaigns to sales conversations handled by users of Five9’s contact center.
The partnership was initially formed in early 2021 to help Invoca’s agents leverage Five9’s technology to immediately route calls to the best-equipped sales/support agent and inform them of the client’s intent. Now, the partnership has expanded to help
companies leverage Five9’s contact center as a revenue growth engine and deliver more human customer experiences at scale by:
- Providing marketers with actionable data on contact center sales, with complete visibility into the entire customer journey;
- Intelligently prioritizing and routing callers within Five9 based on data from pre-call journeys captured by Invoca; and
- Using data from Invoca to help agents using Five9 better understand the caller’s online activities before escalating to the voice channel for assistance.
“Our partnership with Invoca enables companies to bridge the gap between marketing and the contact center,” said Jake Butterbaugh, SVP, Global Partner Sales at Five9, in a statement. “This will help our customers accelerate sales growth and further raise the profile of the contact center on the CEO agenda.”