Invoca raises $83M in a latest funding round
Artificial Intelligence (AI) platform Invoca recently closed a $83 million funding round that values the company at $1.1 billion post-money.
Invoca is popular for using AI to analyze calls for marketing, sales, and customer agent training purposes.
To date, the firm had already raised $184 million. Invoca CEO Gregg Johnson said that the bulk of these funds will be used to support product development focused on the organization’s contact center offerings, international expansion, and potential acquisitions.
The company added that they aim to boost conversion rates, customer satisfaction, and service levels in a largely hands-off fashion through services like agent coaching and “automated contact center quality assurance.”
In an interview with TechCrunch, Johnson explained that “business-to-consumer (B2C) brands are laser-focused on driving revenue growth, delivering great customer experiences, and reducing churn. And at a time when they are experiencing more incoming calls and have fewer qualified reps to manage them, delivering a quality customer experience is vital.”
“The contact center has re-emerged as a strategic solution and this is increasing investment in technology to modernize the contact center,” he added.
Entirely cloud-based, Invoca acts as a centralized platform that combines AI-powered speech analytics, automated call scoring, call routing, and conversational interactive voice response (IVRs) capabilities.
