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Making Every Call CountIntelligent Routing for Performance Marketers
#InvocaSummit 2
#InvocaSummit 3
Real-Time Intros
Nathan ZivSr. Director of Product Management
James ResetcoTechnical Solutions Manager
#InvocaSummit 4
Agenda● Introduction to Real-Time Routing
● Invoca’s Real-Time Capabilities
● Example Use Cases
● Goji Use Case
● Q&A
#InvocaSummit 5
Agenda● Introduction to Real-Time Routing
● Invoca’s Real-Time Capabilities
● Example Use Cases
● Goji Use Case
● Q&A
How can you apply real-time call routing to your business?
#InvocaSummit 6
#InvocaSummit 7
Why Real-time?
More information and data sources available in real-time than ever!
● On-call Data
● Online Marketing Software Data
● Third-Party Data
● Call Center and Agent Data
#InvocaSummit 8
● Introduction to Real-Time Routing
● Invoca’s Real-Time Capabilities
● Example Use Cases
● Goji Use Case
● Q&A
Invoca & Real-time
#InvocaSummit 9
Call Center / Agent Office
888-888-8888
Inbound Phone Call
Call routed based on defined rules and basic caller data
Caller Input Data (Keypresses)
- Caller Intent- Verified Location
Basic Caller Data- Date/time- Caller ID- Location (unverified)- Marketing source
#InvocaSummit 10
IVR & Call Treatment
Pre-defined Routing Logic
#InvocaSummit 11
Call Center /Agent Office
Call Center/Agent/Buyer Data- Capacity and availability- Performance/conversion rates- Prioritization and lead distribution (RTB)
888-888-8888
Inbound Phone Call
Online Web Activity/History
(Dynamic and Session-based data)
Caller Input Data (Keypresses)
Marketing Automation
Data Management Platform
CRM
Integrated Platform Data- Online engagement history- Enhanced marketing campaign details- Customer history
Enhanced Caller Profile Data- Additional caller demographic
information
Invoca/Customer Third-Party Data Partners
Basic Caller Data IVR & Call Treatment
#InvocaSummit 12
Call Center /Agent Office
888-888-8888
Inbound Phone Call
Caller Input Data (Keypresses)
Basic Caller Data
Call Routed to the highest-performing and most appropriate available sales agent/buyer
IVR & Call Treatment
Call Center/Agent/Buyer DataOnline Web Activity/History
(Dynamic and Session-based data)
Marketing Automation
Data Management Platform
CRM
Integrated Platform Data
Well-Informed Routing Decision
Invoca/Customer Third-Party Data Partners
Enhanced Caller Profile Data
Call Center / Agent Office
888-888-8888
Inbound Phone Call
IVR & Call Treatment
Call routed based on defined rules and basic caller data
Caller Input Data (Keypresses)
Basic Caller Data
Pre-defined Routing Logic
#InvocaSummit 13
#InvocaSummit 14
● Introduction to Real-Time Routing
● Invoca’s Real-Time Capabilities
● Example Use Cases
● Goji Use Case
● Q&A
#InvocaSummit 15
● Capacity Management○ General capacity (concurrent calls and budgets)○ Availability
● Optimization and Efficiency○ Individual performance and conversion rates○ Prioritization and distribution
Example Use Cases
#InvocaSummit 16
● Introduction to Real-Time Routing
● Invoca’s Real-Time Capabilities
● Example Use Cases
● Goji Use Case
● Q&A
#InvocaSummit 17
Brett KaufmanVP, Acquisition Marketing
#InvocaSummit 18
#InvocaSummit 19
Q&A
