The Invoca platform delivers the inbound call intelligence required for marketers to capture and optimize customer engagement and sales beyond the click. From attribution to intent, marketers gain a complete understanding of the customer's journey across digital, mobile and offline touchpoints so they can optimize their marketing spend, drive quality inbound calls and deliver a better customer experience.
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Verint Speech and Text Analytics
Score 8.4 out of 10
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Verint Speech Analytics is a tool used to transcribe and analyze millions of calls to discover customer insights and improve contact center performance in the cloud.
We used Convirza for a long time and had a pathetic experience as we were paying a high price for nothing special. Convirza was not so good in call tracking and had fewer features as compared to Invoca, and Invoca’s price is also amazing. It has all the essential features that …
We've used other tracking systems, and in general, they are either not as powerful in terms of functionality, or have far worse user interface than incova has. Invoca is more expensive, but it does seem that the development and design investments have paid off in creating a …
Invoca's ease of implementation through Google Tag Manager and its integrations with Google Ads and Salesforce Marketing Cloud have made it a preferred choice for call tracking solutions.
Vivint has evaluated other call tracking platforms, such as Retreaver and Call Dialogue. These entities have great call tracking features, and they certainly merit consideration from prospective clients. Invoca's long-standing history in call tracking instilled significant …
Invoca is very user-friendly. It was easy to learn how to navigate and has a very user-friendly interface. It's hard to compare it against SaaS solutions like Five9 because their functions are different. Originally we selected Invoca because we were unaware of any SaaS …
Invoca is far more advanced than CallRail, but my favorite product (which isn't listed here) is by far Ringba. Ringba is the most sophisticated call-tracking platform and provides more customization & detailed reporting dashboards.
Invoca is way easier to use. It has always been the easiest to use and the most simple to get campaigns started with quickly. I like the reporting functionality as well.
We did not have anything like this before but we did go through a long review and found out no other company had everything we needed. With our security and technology department we did decide that this was the best product for our business. Have all great thing to say and …
I was not in data. I worked as a paralegal. I worked as an accident investigator for the MTA, the Metropolitan Transit Authority. So first time. I've only been in speech analytics now for two and a half years.
Actually, I'm new in this capacity as far as being in this field, so it's really an opportunity for me to look at from a technology perspective. That's the best path that we can use, not only to grow but to meet our immediate and future needs.
Verint Speech Analytics stacks up well against workforce management, we use workforce management mainly for forecasting and scheduling. We selected Speech Analytics because we want to know not only why customers are calling but what is being said in calls. Sometimes customer …
To my knowledge, we haven't used any other alternatives or sought other alternatives. Verint Speech Analytics is the leader in this area. The others that were, have closed shop or been bought out by Verint. :)
We are able to reduce non-sales calls by being able to attribute [the source of incoming calls]. But it needs patience and a long time to get the benefits of its AI capabilities. So RoI could be a longer run. It is expensive if we needed a simple call tracking solution only.
Well suited- where you wish to analyse the customer sentiments, find out what they are looking for and offering them a good deal to get market growth of business not well suited- for those small scale organisations where the approach is more on digital marketing and advertising. As the cost is slightly high, startups are not suitable to use this product
From an accounting perspective, Invoca makes it easy for us to determine where our call revenue is coming from and what call type generated the paid call.
Their dashboard is very user-friendly. I like how you can see everything from the top level and see total call volume, commission paid, and conversion rate. But you can easily drill down into each campaign level too.
Lastly, you can easily create call campaigns and create individual phone numbers. I especially like how we're able to create a ring pool that allows us to track exactly where the call is coming from, and it's not difficult to setup.
One of the things that I find extremely beneficial about Verint Speech Analytics is the transcription. Sometimes you have an hour call, an hour and a half call, and you don't have time to listen to an hour and a half call. The beauty is that we can find the transcription and then we can look in it. It specifies where if you look in the interaction details in the back of the call, you can actually see the transcription. You can see it'll identify where in the call, what line at what timestamp did that call hit your category and with what string, with what term did it hit. And that is extremely beneficial. And we're trying to go through and find those little points of, sometimes they're points of abrasion, sometimes there are things that are going really well. I love that we have a transcription. I love that we can also see the screens that is vital because a lot of times, and again, not that we're trying to find something bad, but the reality is in any industry, there's in any call center environment, should I say, there's call avoidance. There's always going to be some agents, it's just in any call center, in any industry, it happens.
Or sometimes our agents are just struggling. And if you see in real life, for example, a very high silence time, when we notice a trend, we'll start going into those calls and actually looking at those screens and seeing, is silence time call avoidance or could it be the agents are having difficulty utilizing the resources? Are the resources not clear? Is that what the delay is? Are they having trouble trying to find the answer? And a lot of times we found that too. We found they're searching and clicking and searching and clicking and it's because they just didn't know where to go. So that is a coaching opportunity. And sometimes it's a coaching opportunity, not so much in a positive way because they're purchasing things from Amazon. But I think, like I said, that's inherent in any call center environment. I do find the screens, the transcription, the trend analysis that's available within speech, there are so many things I could literally sit here and talk to you for quite some time.
We love it. And I'm even more excited personally now because I learned so much, as I was saying, about being in the cloud and being in that open-source environment where all of these enhancements that Verint has. And they're so often that they enhance their products and their offering now these little bots and AI to help with all of these different aspects, but that's only available if you're in the cloud and the open source. So there's a lot of benefit in being in prem, in net platform, which is where we are. And we were able to provide a lot of meaningful insight and guidance into a lot of different pain points in the company. But I anticipate, and I have full confidence, that we'd be a much more effective team once we're able to move into the cloud. So I'm very hopeful for that. I'm anticipating what else we could discover.
Automated scrubbing of PCI and PII data from transcription transcripts and recordings. Using AI to detect the payment screens in a real time manner vs having to program triggers.
Easier way to bulk export transcriptions and recordings for our legal teams.
Because between the training and integration of this product, I feel that this has been a seamless integration. The amount of training that is provided is second to none and the tams make sure you are taken care of in every way. I have nothing but great things to say about this product.
Invoca's client success team is great to work with, which is a nice value proposition for their business (many SaaS providers struggle with this). Their support team is very talented and fully capable of addressing the vast majority of questions that they receive. I haven't encountered any negative experiences when requesting assistance.
We used Convirza for a long time and had a pathetic experience as we were paying a high price for nothing special. Convirza was not so good in call tracking and had fewer features as compared to Invoca, and Invoca’s price is also amazing. It has all the essential features that we were looking for, like call scheduling and call recording, that are essential for marketing campaigns too. Its reporting dashboard is our least favorite thing about it.
We did not have anything like this before but we did go through a long review and found out no other company had everything we needed. With our security and technology department we did decide that this was the best product for our business. Have all great thing to say and would recommend this to everyone
The system is relatively reliable with minimal downtime. However, when there is an issue, it is often addressed slowly and causes significant business issues
