Making Every Call Count: Intelligent Routing for Performance Marketers
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This document outlines an agenda for a presentation on real-time call routing capabilities. The presentation will introduce real-time routing, discuss Invoca's real-time capabilities, provide example use cases, highlight a case study of Goji using real-time routing, and leave time for questions. Real-time routing allows calls to be directed based on up-to-date data from various sources to make the highest performing match between callers and agents or salespeople.
Making Every Call Count: Intelligent Routing for Performance Marketers
- 2. Making Every Call Count Intelligent Routing for Performance Marketers #InvocaSummit 2
- 3. #InvocaSummit 3 Real-Time Intros Nathan Ziv Sr. Director of Product Management James Resetco Technical Solutions Manager
- 4. #InvocaSummit 4 Agenda ● Introduction to Real-Time Routing ● Invoca’s Real-Time Capabilities ● Example Use Cases ● Goji Use Case ● Q&A
- 5. #InvocaSummit 5 Agenda ● Introduction to Real-Time Routing ● Invoca’s Real-Time Capabilities ● Example Use Cases ● Goji Use Case ● Q&A
- 6. How can you apply real-time call routing to your business? #InvocaSummit 6
- 7. #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
- 8. #InvocaSummit 8 ● Introduction to Real-Time Routing ● Invoca’s Real-Time Capabilities ● Example Use Cases ● Goji Use Case ● Q&A
- 10. 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
- 11. #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
- 12. #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 Data Online 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
- 13. 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
- 14. #InvocaSummit 14 ● Introduction to Real-Time Routing ● Invoca’s Real-Time Capabilities ● Example Use Cases ● Goji Use Case ● Q&A
- 15. #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
- 16. #InvocaSummit 16 ● Introduction to Real-Time Routing ● Invoca’s Real-Time Capabilities ● Example Use Cases ● Goji Use Case ● Q&A
- 17. #InvocaSummit 17 Brett Kaufman VP, Acquisition Marketing
- 18. #InvocaSummit 18