HIPAA-compliant, BAA-supported conversation intelligence

Invoca’s HIPAA-compliant, BAA-supported platform enables you to create personalized patient-first experiences and drive more appointments from every marketing dollar you spend.

While most call tracking and conversation intelligence platforms are HIPAA compliant, some achieve that with some caveats. Namely, they require that you turn off features like phrase spotting, call recording, and AI-powered speech analytics, which enable you to automatically analyze and classify calls.

Invoca’s conversation intelligence platform provides HIPAA, GDPR, and CCPA compliance without the compromises. Invoca can record and transcribe inbound calls in a secure and privacy-friendly way to enable marketers to uncover new sources of customer data and insight. With improved visibility into these important customer interactions, healthcare marketers can drive cost savings from their media spend and deliver improved customer experiences, while ensuring compliance on 100% of their calls.

With Invoca, you don’t have to compromise your marketing optimization due to recent HHS guidance, either. Invoca works with all HIPAA-covered entities to execute a Business Associate Agreement (BAA). This establishes a legally binding relationship that ensures Invoca’s collection of PHI is permissible and will not violate HIPAA, giving back the data you need to power your marketing programs.

Connect Digital Journeys to Conversations

Invoca call tracking captures the caller’s information including marketing channel, ad, keyword search term, website interaction, and other sources that drive each call. Make automated, in-the-moment optimizations to your campaigns to reduce wasted spend and ensure that every last cent of your media budget delivers measurable results for all of your providers and care facilities.

More Efficient Appointment Scheduling

Invoca makes it simple for multi-location healthcare networks, hospitals, and senior care facilities to route calls to the right location every time. Dynamic routing enables you to automatically detect the location, type of care needed, marketing data, and more to route calls to the appropriate agent or the correct location immediately, without the caller needing to use keypress options. Dynamic routing can even use more than one factor, for instance, combining patient interest and their location, to route them to the right provider making for a frictionless experience.

Recover Appointments from Unanswered Calls

Sometimes vital patient calls go unanswered. Invoca allows you to identify and track inbound patient calls that are unanswered, sent to voicemail or result in a hang-up. With this data, you can recapture those conversations and re-engage patients to schedule the appointments they need and create overall more positive experiences.

Scale Better Call Experiences Across Locations

Easily build your own custom voice-activated IVRs to allow inbound callers to select how they should be routed. Healthcare providers with multiple locations can automatically route calls to the best provider and include a different customized caller experience for each location. When patient needs change, you add locations or services, or change hours, you can easily make changes to the IVR yourself.

 Improve Agent Call Handing to Deliver Superior Care

Call compliance is critical in the healthcare industry and spot-checking a few calls creates a liability. With Invoca you can harness the power of AI to automatically analyze 100% of your calls for compliance at each location and quickly identify interactions that need review and agents that need coaching. You can monitor how every provider and location is performing, get alerts when call handling issues occur, and quickly dive into specific calls for review without waiting because call recordings, transcripts, and call scores are available immediately after calls end.