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Invoca is the platform to go for tracking campaign performance in driving phone call leads.
What do you like best about the product?
Invoca has been a game-changer for us to track campaign performance in terms of driving phone call leads. By connecting Invoca and Google Ads data, we know what campaigns are driving our sales-related calls, compared with support-related calls. Their call transciption capability also enables us to analyze the calls and derive actionable insights, like discovering commonly asked questions for content creation on our website. We are now undertaking a trial on call leads coming from organic traffic, and the support they offered during the trial was exceptional.
What do you dislike about the product?
It was a little expensive to use Invoca, but it was worth the penny to measure the campaign effectiveness when your organization spends a lot on campaigns.
What problems is the product solving and how is that benefiting you?
Our major sales channel is phone call, so we wanted to know what campaigns are driving the most relevant calls. Invoca helped us track the campaign sources, so that we can attribute the phone call leads to the campaigns for budget allocation optimization.
Reliable
What do you like best about the product?
Our experience with Invoca has been exceptional (especially for our transition & implementation). Our transition from DialogTech was seamless & quick (considering the massive undertaking that it was). We use Invoca on a large scale - we have thousands of end users & locations accessing their accounts on a daily basis. It's easy to consume the data and information Invoca provides and has significantly improved our productivity in several departments (Marketing, Business Intelligence, Data Analytics). The call tracking is accurate and the call analytics + reporting are detailed. Invoca has been an extremely valuable asset to our business and we highly recommend it to other companies searching for a reliable call tracking solution.
What do you dislike about the product?
Invoca can be complex and technical (in our use case), an requires a deep understanding of layers of knowledge that build upon eachother. As a result of this, we have had to develop custom documentation that is tailored to the needs of our end users (that helps them to navigate and comprehend some of the more advanced aspects of Invoca). However, our use case is very specific and specialized! Invoca has fully supported us and we have used their existing documentation to supplement our own.
(This need for specialized documentation is specific to our own use case and they have been very supportive throughout).
(This need for specialized documentation is specific to our own use case and they have been very supportive throughout).
What problems is the product solving and how is that benefiting you?
Invoca has been a game changer for our business intelligence and marketing efforts. It provides valuable insights that were previously unavailable (summarizing patterns, recognizing sales opportunities, letting us drill down on our data from an overarching brand to a specific location as needed, etc). We use Invoca to manage thousands of franchise offices across several different brands (in different industries). It's a lot of data to sift through, and each franchise operates differently. One major missing piece of the puzzle for our previous call analytics solutions was the ability to track which marketing strategies were leading to actual calls (not just relying on asking customers over the phone "how they heard about us"). Invoca has enabled us to really drill down on our data and make informed & educated decisions for our marketing + business intelligence strategies.
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.
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