Invoca
InvocaReviews from AWS customer
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Invoca performance
What do you like best about the product?
I like that the platform is decently user friendly.
What do you dislike about the product?
I dislike that you cant route and invoca number to an invoca number.
I dislike that you cant see other peoples reports within the same account.
I dislike that you cant see support tickets that other member on your account submitted.
I dislike that the dynamic numbers dont have 100% accurate tracking since its based on scaling.
I dislike that in the calls report you can filter a report that has a lot of rows.
I dislike that there are limits to marketing data category fields.
I dislike how difficult it is to troubleshoot phone routing problems.
I dislike that you cant see other peoples reports within the same account.
I dislike that you cant see support tickets that other member on your account submitted.
I dislike that the dynamic numbers dont have 100% accurate tracking since its based on scaling.
I dislike that in the calls report you can filter a report that has a lot of rows.
I dislike that there are limits to marketing data category fields.
I dislike how difficult it is to troubleshoot phone routing problems.
What problems is the product solving and how is that benefiting you?
We can better optimize our campaigns for service vs sales calls.
Recommendations to others considering the product:
Really ask a lot of questions, and if they say yes they can do something, challenge that and ask them how they are going to implement that.
We got a lot of yes' that turned into no's.
We got a lot of yes' that turned into no's.
Increased visibility into Paid Search performance
What do you like best about the product?
The Invoca team is passionate about their clients and their product. They helped us clear many hurdles during the implementation process. Once live, the team consistently provided updates.
The call listening and phrase spotting features are fantastic. It's very easy to listen to a full call, or, only listen to the parts of the phone call that match the phrase you want. This is a huge time saver.
The call listening and phrase spotting features are fantastic. It's very easy to listen to a full call, or, only listen to the parts of the phone call that match the phrase you want. This is a huge time saver.
What do you dislike about the product?
The interface is a bit confusing at first. Some features are obvious but other features, like excluding numbers or uploading a CSV of phone numbers, was harder to find.
What problems is the product solving and how is that benefiting you?
Invoca has allowed us to understand the impact that Paid Search has on driving meaningful phone calls. This level of visibility has been a great value-add for us.
Enables deeper patient understanding and Marketing ROI
What do you like best about the product?
Invoca enables real time analysis of the experience patients are having with our system and the ability to connect our Marketing investments to actual interactions and revenue at the individual level.
What do you dislike about the product?
I don't have any particular dislikes. Invoca is working well for us.
What problems is the product solving and how is that benefiting you?
The biggest problem we have solved is the ability to connect our Marketing investments to revenue to justify those investments, practice continual improvement in our Marketing mix and demonstrate ROI. We've also eliminated simulated mystery shopping effort and expense and redirected our market researcher to the analysis of actual consumer interactions recorded in our Invoca database. The addition of AI on text analytics allows us to sort calls and answer important questions like, the percentage of patients who call for an appointment who actually get one. We've also been able to bust some myths about the percentage of patients who call our physician's offices whose calls are actually returned.
Recommendations to others considering the product:
Seriously consider it.
The team has been very dedicated to our success
What do you like best about the product?
The technology is top notch. Being able to bridge the session and cookie ids to a call is crucial for us to get our attribution into the 21st century. The team has been very wonderful to work with as we have gotten to know them (and even from day one the enthusiasm was refreshing).
What do you dislike about the product?
The only downside was that the pitch was a little misleading from a google ads perspective. I was under the impression that we would be able to dynamically insert phone numbers into the google ads but later found that it was only possible for users to visit the website. We found that more than 80% of our callers from this channel call from the ad rather than the website. It would be amazing if you could partner with google on a deeper level however I understand their walled gardens. Maybe work to set expectations a little clearer during sales pitches that this swapping can only occur when the JS is executed and that it can only be executed on a website that allows you to add it.
What problems is the product solving and how is that benefiting you?
As mentioned above, we were able to learn what percentage of time customers are calling from Google Results page vs the website. This includes Google my business placements as well as Ads. Attribution for all online activity has been the biggest win, being able to tie a call to a specific cookie and session id.
Recommendations to others considering the product:
do it.
Outstanding Call Tracking system
What do you like best about the product?
Invoca enables our team to set up unique local and toll free phone number for each and every marketing campaign. We can use local number of geographically targeted regional campaigns and toll free number for broad based campaign. the execution is outstanding. All of the numbers are then reported on so that we can see the phone call in element and how it contributes to the performance of the campaign. It is also easy to add additional numbers and retire numbers associated with completed campaign. Some numbers can even be edited in terms of reporting parameters. The details behind each numbers gives us specific insights into the behavior of our respondents. There is all trend reporting that allow us to see call volume by day of week and period over period analysis. All reports can be exported into either CVS for Excel formats. It is also possible to customize reporting formats, fields and data ranges.
What do you dislike about the product?
Downloading big transactional reports can take some time to export. This is because there is a tremendous amount of data. However, the product has very little downside. Its ability to utilize google IDs is exceptional. Another issue is that we occasionally need to expand our license to allow for a larger pool of phone numbers and this adds a small cost to the yearly subscription that our company has to pay. The final recommendation for improvement is integration with Salesforce CRM. We use Salesforce CRM to manage all our incoming leads. The integration of data from calls into Salesforce was needed to Salesforce reporting. However, the integration required a significant amount of IT development support and could not be completed by the marketing team
What problems is the product solving and how is that benefiting you?
Invoca gives us attribution and reporting on incoming calls. We have improved our rate of attribution by over 30%. This allows us to more accurately evaluate marketing campaigns and determine where to allocate our advertising dollars. We have over 200 telephone numbers set up and the reports allows us to track the number of calls, the call duration, the date and time of the call, whether the call was mobile or traditional phone line and the type of media that was the source of the call. The information is very valuable to our organization. The impact on our work has been tremendous. We now know more about our potential customers and which campaigns are most effective.
Recommendations to others considering the product:
Improve the data integration process so that information can be shared easily with Salesforce CRM
Sr. Marketing Analyst
What do you like best about the product?
We just implemented in the last year and found Invoca to be very helpful in call tracking.
What do you dislike about the product?
We have not yet experienced anything at this time.
What problems is the product solving and how is that benefiting you?
This has helped us with inbound calls (mainly sales leads).
Needs A Simpler Solution that's Affordable
What do you like best about the product?
I can easily tell how many calls each of our website tracking sources generated based on UTM parameters in my web traffic. The support rep was very helpful. She contacted us frequently, visited our location, and provided material that was helpful. I always thought that Invoca was a luxury service but the pricetag was definitely a luxury pricetag. I like the user interface and how I could find specific calls I wanted to review or see performance by specific efforts we were taking. It seemed to work consistently without being broken often. I can't remember if it was ever broken. It was a pretty smooth user experience from a marketing analyst perspective.
What do you dislike about the product?
I don't like how expensive it is. I just need a simple call tracking solution and a cheap package that has ONLY the features I want. I feel like I'm using a solution that overkill for my needs and am paying for a luxury product when I don't need one.
What problems is the product solving and how is that benefiting you?
Call volume by marketing tactic. That's as simple as I need and that's what we use it for. Also, we solved an audience issue by excluding fom our campaigns the audience that had completed phonecalls.
Recommendations to others considering the product:
Pay attention to the features your getting and the cost of. It might be overkill. It might have everything you need. Invoca has more "marketing" resources than just call tracking, so building that in to your use case would be necessary when considering the cost/benefit of Invoca.
I think it has great solutions. The audience building is great, the attribution is great. I love finding specific calls in there and listening to them. Vet out all your marketing efforts and make sure Invoca can configure sufficiently to get the insights you need.
I think it has great solutions. The audience building is great, the attribution is great. I love finding specific calls in there and listening to them. Vet out all your marketing efforts and make sure Invoca can configure sufficiently to get the insights you need.
Helps bridge the attribution gap and improve campaign effectiveness
What do you like best about the product?
We use Invoca call tracking within our email marketing campaigns. There is a direct integration with Salesforce Marketing Cloud, which makes set-up quick and easy. It also helps us optimize our campaign effectiveness by providing insight into the recipients utilizing the click to call option.
What do you dislike about the product?
No dislikes that I can think of. Overall the platform is intuitive to use and easy to set up new campaigns.
What problems is the product solving and how is that benefiting you?
We are solving the attribution gap within our email campaigns. Prior to Invoca, we didn't have any line of sight into our subscribers converting by calling into our call centers. It has helped prove the benefits of the email marketing channel.
Superior Product
What do you like best about the product?
I love that you can get the recordings of calls on the arrival side, before one of our agents answers the phone and it becomes a handle.
What do you dislike about the product?
It can be difficult to navigate. Once you get the hang of using it, it's great!
What problems is the product solving and how is that benefiting you?
Finding out call issues and discovering if it's an issue on our side our the partner's side of the process and better provide feedback. We have several who use Invoca for many use cases within our company.
Recommendations to others considering the product:
I'd highly recommend others try Invoca and see how it benefits your company, like it has continued to benefit our company. You won't be disappointed!
Satisfied DialogTech user
What do you like best about the product?
Our representatives at DialogTech are extremely responsive and knowledgeable. Tim Murray and Steve Ward have been amazing in helping with our current initiatives, and getting our company fully integrated into DialogTech.
What do you dislike about the product?
The user interface is not the most user friendly. I'd like to have more options to filter reports based on phone label, etc... Its also very slow at times.
What problems is the product solving and how is that benefiting you?
We are consolidating all our phone efforts into a single place (previously had multiple phone vendors), we are gaining conversational insights which is completely new for us and providing a ton of value. We are also able to make changes to phone routing, add TFNs, etc, at our own leisure which was not previously available to us. This has helped us streamline our processes as we launch new marketing campaigns.
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