CIS panel on how to increase conversions and deliver a seamless customer journey.

2. The Invisible IVR.
THOMPSON OGILVIE
Onboarding Specialist
MICHAEL SPADACCINI
Director of
Performance Analytics
#InvocaSummit
SHANNON STENGELE
Technical Success Rep

3. ENHANCE EXPANDOPTIMIZE
Personalize the Caller Experience.
Increase Conversion Rates and Deliver a Seamless Customer Journey
every digital
interaction
#InvocaSummit

4. Cancer Treatment Centers of America is a network of
cancer hospitals who provides integrated cancer care
the way you expect your mother provides care.
• Hopeful
• Compassionate
• Caring
• Empowering
• Ethical
• Responsive
• Innovative
• Team-Spirited
You
Chemo
Surgery
Disease
Experts
Diet
Pain
Mgmt
Clinical
Outcomes
Clinica
l Trials
Genomi
c
Therapy

5. WHY INVISIBLE CALL
ROUTING?
#InvocaSummit

6. A SIMPLE IVR REDUCED SHORT CALLS BY 20%
New customers are highly
sensitive to initial messages.
0
5
10
15
20
25
30
Callers who did not receive a
simple IVR
Callers who received a
simple IVR
% of calls lasting 30 seconds or less
#InvocaSummit

7. TYPES OF CALL ROUTING?
RESPONSE
ROUTING
CAMPAIGN
ROUTING
CLICKSTREAM
ROUTING
SIGNAL
ROUTING
PREDICTIVE
ROUTING
SYSTEMCOMPLEXITY
CUSTOMER CENTRIC
Voice Prompts Configure
Campaigns
Measure Moments
in the Customer
Journey
Classifying and
Organizing
Information
Using Machine
Learning to Route
Customer Segments
INVISIBLE CALL ROUTING
#InvocaSummit

8. WHAT NEEDS TO BE IN PLACE?
Advanced Invoca Tag Configuration
Shared Commitment with Invoca Customer Success
Website designed with clickstream in mind
Data must be available before call is placed
#InvocaSummit

9. ROUTING BY GEOGRAPHY
Phone Number
(NPA-NXX routing)
1st Party Data
(Web Forms, Navigation, etc.)
3rd Party Data
(IP Address Lookup, Audience
data, etc.)
Accuracy of Data
#InvocaSummit

10. EMBED IVR INTO WEBSITE DESIGN
Eliminate the need to ask a
customer an unnecessary
question through an IVR.
Trim 10 – 30 seconds off of
each call by getting the
customer to the right person
LOCATION
Midwestern Regional
Medical Center
2520 Elisha Ave.
Zion, Illinois 60099
New Patients: (847) 872-4561
Existing Patients: (847) 379-5378
#InvocaSummit

11. CLICKSTREAM ROUTING
Route to
Uterine Cancer
Specialist
Online
Visitors
Website
Call
#InvocaSummit

12. USE INVOCA SIGNAL TO ROUTE CALLS
RingPool Param: region = Midwest AND
RingPool Param: cancer_list = Breast Cancer
Tagged with Midwest Breast Cancer
Specialist Signal
Incoming Call
Campaign IVR logic:
If Midwest Breast Cancer Specialist THEN
Call Routed to Midwest Breast Cancer
Specialist Phone Number
#InvocaSummit

13. ANOTHER OPTION FOR INVISIBLE ROUTING
Incoming Call
Invoca Prepares
Call
Realtime Routing
Pings Client Server
with data
Client Posts
Destination Number to
Invoca
Invoca Routes Call
Realtime Routing allows for integration with existing
call routing systems already in place
#InvocaSummit

15. TAKE THE 4 QUESTION
SESSION SURVEY
#InvocaSummit

16. THANK YOU