#InvocaSummit

THE PANEL

Lindsey SchwarzeCSM, Enterprise Engagements

Kaylan PasiekaSpecialist, Online Experience

Sarah Wernik,Director, Enterprise Engagements

Chadd Ryan,Sr. Manager, Residential Insights

#InvocaSummit

#InvocaSummit

Getting callers to the RIGHT destinations at the RIGHT time.

…Oh and also…

Getting the RIGHT data from the RIGHT Marketing Technology

#InvocaSummit

What Will We Be Discussing Today?The Right Routing

The Right Data

The Future of Right

#InvocaSummit

OVERVIEWAllstate Business Requirement Invoca Solution

Ensure local agent/agency marketing ads don’t route calls to the contact center

Create one unique call routing campaign per Allstate Agent, with no option to route to the contact center

Ensure no leads are lost due to inability to connect to an agent or an agent speaking the correct language

Define routing for corporate campaigns that route to the agency during hours but contact center after hours or back to the agency when the CC is closed

Provide French call treatment for Quebec efforts

Attribute marketing campaigns impact on inbound calls to 500 local agents, 98 agencies, and contact centers

Provide unique accounts and logins for each Marketing tactic (local vs. corporate) and numbers assigned 1:1 to activates or dynamically based on digital experience

#InvocaSummit

#InvocaSummit

CALL FLOW

During Hours After Hours

Agent’s Desk Agency 1

During Hours After Hours

Agency 2

Quote Claims

Agency 3

Quote Claims

During Hours French Contact Center for

Claims

After Hours French Contact Center for

Quotes

After Hours French Contact

Center for Claims

1) Agent’s Rate Flyer Pamphlet

2) Corporate Marketing Ad

#InvocaSummit

RESULTS Accurate routing & improved customer experience

50% decrease in abandoned calls

Agent buy-in and increased marketing adoption 16% increase in calls YOY

Improved reporting and analytics Decreased customer acquisition

costs

#InvocaSummit

OVERVIEWFrontier Business Requirement Invoca Solution

Separate call routing and analytics across the 6 different regions and business lines (Commercial and Residential)

Unique accounts and logins provided for each Region x Business Line (i.e. Residential - East)

Unique destination points for calls within each Region x Business Line in Invoca

Maintain unique call treatment and routing for Sales vs. Service calls and New Customer vs. Existing Customer calls

Each unique Region x Business Line destination in Invoca route to Frontier’s CTI where exiting call treatments are maintained

Attribute marketing campaigns to inbound calls

Unique Invoca numbers per marketing campaign (static and dynamic), with custom data tagged for each number

#InvocaSummit

RESULTSAPPROACH

#InvocaSummit

RESULTS Visibility into

performance of marketing campaigns

Optimizations for new customer acquisition calls rather than just call volume

Ability to maintain detailed routing by zip-code and account information in CTI

APPROACH

#InvocaSummit

REPORTING - TABLEAU

#InvocaSummit

REPORTING - TABLEAU

#InvocaSummit

#InvocaSummit

RESULTS Visibility into performance of marketing campaigns

EXPECTED

Optimizations for new customer acquisition calls rather than just call volume

Ability to maintain detailed routing by zip-code and account information in CTI

#InvocaSummit

THE FUTURE OF “RIGHT”The Right Routing Invoca Solution

Priority routing for VIP Customers

Real-time routing Intelligent

routing based on marketing campaign

The Right Data Invoca Solution

Consistent customer experience

Signal Rule Builder

Omnichannel analysis

Tableau Dashboard

#InvocaSummit

TAKE-AWAYS1. Use Invoca call campaigns simply for call routing and call treatment (less is better)

2. Focus IVRs around questions you can’t reliably collect intelligently (i.e. caller intent or location of service)

3. Use Invoca’s IVR for front-end ease and data collection but CTIs for detailed routing

4. Employ a unique ,across marketing tech stack, for tying data together

#InvocaSummit

Q&A

Lindsey SchwarzeCSM, Enterprise Engagements

Kaylan PasiekaSpecialist, Online Experience

Sarah Wernik,Director, Enterprise Engagements

Chadd Ryan,Sr. Manager, Residential Insights