Invoca has made its PreSense solution available on the Genesys AppFoundry, bringing advanced customer journey insights to contact centers using Genesys Cloud CX. This integration enables agents to access real-time data about a caller’s online behavior—such as web pages visited, search queries, and cart contents—before the conversation even begins.
With this visibility into the customer’s digital journey, contact centers can deliver faster, more personalized service by routing calls more accurately and reducing the need for transfers. The result is improved first-call resolution, higher customer satisfaction, and more efficient operations.
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“Every call to a contact center is a moment of truth where the business either wins or loses a customer,” said Cathie Frazzini, VP of Global Partnerships and Alliances at Invoca. “Everything hinges on the experience. Invoca PreSense helps contact centers grow revenue by aligning with digital marketing teams to orchestrate winning end-to-end experiences at scale, from ad click to call to conversion.”
PreSense already supports other platforms, including Five9, NICE inContact, Salesforce, and Amazon Connect. The new availability on Genesys Cloud CX further broadens its reach, empowering more contact centers to transform customer engagement through data-driven personalization.
