Invoca expands AI product with key integrations
CALIFORNIA, UNITED STATES — AI conversation intelligence provider Invoca has expanded its PreSense product for modern contact centers.
In a statement, Invoca announced that PreSense is now integrated with Five9, NICE inContact, Genesys, Salesforce, and Amazon Connect.
PreSense provides contact centers with real-time data from customers’ digital interactions, enabling them to deliver proactive, personalized support. It features optimized call routing, directing customers to the most appropriate agent based on their specific needs. This reduces the number of call transfers and abandonment, further improving customer satisfaction.
According to Nathan Ziv, SVP of Product at Invoca, PreSense is crucial in enhancing contact center operations. Invoca’s data reveals 76% of consumers may sever business ties after a single negative experience.
“The moment has come for a radical shift in CX — to use real-time data to proactively help customers and exceed their expectations… This not only benefits consumers, but it also boosts operational efficiencies, slashes costs, and sparks new revenue growth,” Ziv explained.
Invoca is valued between $1 billion to $10 billion as of June 14, 2022. It is backed by 14 investors, including Kingfisher Investment Advisors and Hollyport Capital. The firm made a significant stride in expanding its services by acquiring DialogTech for $100 million in May 2021.
PreSense’s advanced functionality is powered by Invoca’s 60 technology products and services, which include HTML5, jQuery, and Google Analytics. The company actively uses 69 technologies for its website, like Google Maps, Mobile Non Scaleable Content, and HSTS. Invoca’s APIs and open architecture allows PreSense to be available across several major contact center solutions and CRMs in the U.S., Canada, and the UK.
