Invoca, a leader in revenue execution platforms, announced its integration with Adobe Experience Platform (AEP), delivering an AI-powered solution that bridges digital engagement with high-value contact center conversations. This integration offers businesses enhanced visibility into customer journeys, enabling data unification, improved campaign performance, and accelerated revenue growth across channels.
“First-party data is an essential part of customer identity profiles. But most brands have massive blind spots where phone conversations occur,” said Peter Isaacson, CMO of Invoca. “Our Adobe Experience Platform integration is just another example of how Invoca uses AI to inject first-party data from conversations across our customers’ existing tech stacks so they can optimize the buyer journey and drive more revenue.”
Leveraging Invoca’s advanced conversation analytics AI, businesses can capture key first-party data from phone calls—including product interest, purchase intent, and conversion outcomes—and stream this data directly into the Adobe Experience Platform. This empowers marketers to:
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Gain a Complete Picture of the Customer Journey
- Real-Time CDP: Combine digital signals with conversation data for richer customer profiles and improved personalization.
- Customer Journey Analytics: Link AI-powered insights from contact center conversations to digital touchpoints, helping CX analysts identify abandonment points and optimize experiences.
- Adobe Analytics: Track the full impact of digital marketing by combining contact center sales with e-commerce and digital conversions.
Enhance Personalized, Omnichannel Experiences
- Journey Optimizer: Use AI-driven insights from customer conversations to tailor personalized customer journeys.
- Target: Integrate offline conversions from contact center sales into A/B testing programs to maximize total revenue impact.
Driving Results with Invoca and Adobe Experience Platform
For BBQGuys, a leading retailer for grilling and outdoor living, phone conversations are a key part of their customer experience strategy. By integrating Invoca with Adobe Experience Platform, BBQGuys aligned their digital campaigns with offline sales data, achieving a 16% increase in call conversions and an 11% boost in average revenue per call.
“Though we’re an e-commerce business, the call-in experience is vital for our brand. It’s our differentiator—it gives us a chance to make a genuine connection with our customers and give them expert grilling advice,” said Brian Todd, Senior Business Analyst at BBQGuys. “Invoca shows us the true, verifiable number of sales calls our marketing campaigns drive. It’s helped us significantly increase our conversion rates.”
