Using AI in the CC with Gregg Johnson of Invoca

When we hear about AI in the contact center, it's usually about chatbots and augmented agent. But in this conversation, we hear at how contact center AI can help with sales and marketing. Invoca is doing some fascinating stuff with its conversational intelligence engine. The company's technology has analyzed over 1.5B conversational minutes. Its customers analyze their call center interactions to optimize marketing, improve digital conversion rates, automate contact center QA, and enable agent coaching. Invoca just announced it saw 70% revenue growth during the past 12 months. Invoca's customer base now includes over 2,300 of the leading B2C brands across a number of industries. The common theme, according to Gregg, is they tend to have complex interactions. The small company seems to be doing a few things right. It was named a Leader in The Forrester Wave: Conversation Intelligence: Sales And Marketing, Q4 2021 report. Just this week it was selected for the Innovation Showcase at Enterprise Connect. Invoca was also recognized in the Inc. Best Workplaces of 2019 list and achieved the difficult Great Place to Work certification. Dave Michels 0:12 Welcome to talking here today, Evan and I will be talking with Brent Johnson of invoca. But before that Evon must be the pandemic is over, because it's time for Enterprise Connect. I know I'm gonna be there. Evan Kirstel 0:24 You know, after a two year hiatus, I will be there in person at Enterprise Connect in Orlando, and at the Innovation Showcase which you are spearheading I really actually looking forward to it to seeing, well, you not so much, but a lot of other people that I haven't seen in person for a while. You mentioned the Innovation Showcase, because that is without doubt the most valuable session.