Invoca
InvocaReviews from AWS customer
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Director of Call Center
What do you like best about the product?
Invoca is an excellent tool for reviewing calls, as it automatically scores your calls based on signals that we build out and provides transcripts of the call. This makes it a fantastic resource for our Quality Assurance team. On top of being a great tool, our support team, consisting of Mallory Capraro, Holly Jackson, and Isaac Huerta, is outstanding and makes us feel like we are their only client. We also appreciate the Invoca User Groups, where we can connect with other clients and learn how their companies utilize the software. This is a great opportunity to discover new use cases for Invoca in our own organization.
What do you dislike about the product?
There are still a lot of calls that we have to manually review and rescore because the system does not pick up the correct words.
What problems is the product solving and how is that benefiting you?
With so many calls inbound and outbound Invoca helps us to score a much larger portion of calls and alert us to any issues so we can work on them immediately. The software helps us to catch issues early on so that we can correct them before they become a larger problem. It is great at helping find the great calls so we can recognize our employees as well as alerting us to problem calls.
Great product with wonderful customer service
What do you like best about the product?
Invoca has proven indispensable for fulfilling our company's marketing and advertising requirements. Their team consistently provides exceptional support, promptly addressing and assisting with all inquiries. Working with them has been a pleasure, and we highly recommend their services.
What do you dislike about the product?
Invoca has been a great product for us. We are satisfied with the product as it suits all our needs at this time
What problems is the product solving and how is that benefiting you?
Call tracking for Google Pay per click advertising
Smooth product implementation
What do you like best about the product?
Your diligence addressing issues and the straightforward communication.
What do you dislike about the product?
In our project, what did not work well the lack of ongoing follow-up after the solution was implemented. There are questions that are only addressed on a reactive basis.
What problems is the product solving and how is that benefiting you?
Invoca's call tracking is helping us understand effectiveness of our dealer network response rate to consumer and bring KPIs we did not have before.
Excellent product
What do you like best about the product?
Top-notch product, Excellent customer service and regular training, always innovating technology
What do you dislike about the product?
I have not had any bad issues to report after having used the product for 5+ years.
What problems is the product solving and how is that benefiting you?
Allowing customers to easily see call volum and duration with filters on call data so they know how maky truly valuable calls they are getting.
Amazingly Simple
What do you like best about the product?
It's super easy to review calls at a glance and search for keywords. As a company it is very easy to make sure agents are following scripts by having signals set up. We can quickly verify that we are maximizing our client potential.
What do you dislike about the product?
Filtering options arent always accurate.
What problems is the product solving and how is that benefiting you?
Reviewing calls faster and saving time.
Manager of TELUS D2C Toll Free Numbers and Campaigns
What do you like best about the product?
Easy way to gernate toll free numbers, inbound numbers as we need them
Customer support is great once we have an issue.
Customer support is great once we have an issue.
What do you dislike about the product?
The interface seems a bit antequated and reporting is not super intuitive in my experience
What problems is the product solving and how is that benefiting you?
We require thousands of toll free numbers, which Invoca is the right product for.
Easy setup and administration
Easy setup and administration
Great qualitative and quantitative insights
What do you like best about the product?
Invoca allows me to assist our call center in troubleshooting issues or to help gain further insight into topics of interest. It also helps me identify potential issues with the website.
What do you dislike about the product?
Experience is needed to take full advantage of integrations.
What problems is the product solving and how is that benefiting you?
Invoca allows us to dig deeper into our contact center's dispositions.
It is very helpful in my everyday work
What do you like best about the product?
It helps me know who called and what campaign they called about so we know what advertising works. It is user friendly and has a good number of features.
What do you dislike about the product?
When nothing records it is difficlult to know if that is a ligitament error or not.
What problems is the product solving and how is that benefiting you?
It is helping me to know what callers are calling about and taking messages.
Efficient and simple tool for call tracking
What do you like best about the product?
I like that setting up new campaigns is quite simple, and makes it easy to make the necessary changes and updates in a very quick and easy way.
What do you dislike about the product?
It has a somewhat high price compared to other similar tools. Learning about this tool can be challenging, as many elements are hidden in various views.
What problems is the product solving and how is that benefiting you?
This tool tracks phone calls down to the keyword level at the source and medium. It also allows you to see which campaigns are generating phone calls, which helps address how calls are managed throughout the day.
Bridging the Gaps
What do you like best about the product?
The flexability of what's reportable! We have a very unique business model and oftentimes we have to make hefty modifications to tools to accomdate our business needs. Invoca has been designed knowing not all business models are the same and made capturing what matters to us we needed beyond easy. Admittedly, I was a bit overhwhelmed in the beginning at the idea of having to learn a new tool but that almost immediately went away as I began to see how useful this was. Now I ask myself, "how I did I do my job without it?"
What do you dislike about the product?
This isn't really a downside or a dislike but because the tool is so different, learning the UI just takes time. My background is in ads and basically every ad platform (google, bing, facebook, etc) looks similair to the next so you can quickly get going on a new platform. Like I stated in that first box, I was just overwhelmed by the idea of adding another platform but our customer success team has been amazing and I was able to get useful on the platform very quickly.
At this stage, I can't think of anything else. I'm constantly learning new things with my customer success team and have yet to be told "Invoca can't do that"
At this stage, I can't think of anything else. I'm constantly learning new things with my customer success team and have yet to be told "Invoca can't do that"
What problems is the product solving and how is that benefiting you?
Invoca's main benefits to our company right now is that it serves as a customer breadcrumb trail for us. We have a much better view of where our customers are coming from and where they went on the site prior to calling. It bridges a lot of information gaps that we've had for a long time and really allows us to start seeing what we're doing that works (and what we're doing that maybe doesn't.) Admittedly, I know there's so much more we could be utilizing too so our future with Invoca is bright.
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