Invoca has released its PreSense solution on the Genesys AppFoundry, giving Genesys Cloud users a new way to connect online marketing efforts with contact centre operations.
PreSense helps companies route incoming calls based on a user’s digital behaviour, such as which ad they clicked, what products they viewed, and what’s in their online shopping cart. This information is delivered to agents in real time, allowing them to tailor conversations without having to start from scratch.
The tool fully integrates with Genesys Cloud, a customer experience platform used by organisations to manage calls, messages, and other interactions across multiple channels. PreSense allows teams to use data from digital campaigns on platforms like Google, YouTube, Facebook, Instagram, and TikTok to support more targeted routing and improve call outcomes.
One company already using PreSense through Genesys is satellite TV provider DIRECTV. According to Invoca, the company reports a 110% increase in sales call conversions since implementation.
“Every call to a contact centre is a moment of truth where the business either wins or loses a customer. Everything hinges on the experience. Invoca PreSense helps contact centres grow revenue by aligning with digital marketing teams to orchestrate winning end-to-end experiences at scale, from ad click to call to conversion,” said Cathie Frazzini, VP of global partnerships and alliances at Invoca.
In addition to routing, PreSense is part of a larger Invoca suite that includes AI-driven tools for quality monitoring and agent coaching, using call data to analyse performance and identify opportunities for improvement.