Whether you’re working from home or in the office this week, your main concern at work during the COVID-19 crisis is your customers. While you work to minimize internal business disruptions, it’s more important than ever to make sure you can communicate with your customers and put their minds at ease when anxieties and frustrations are running high. In times like this, the connections you make must be as personal and empathetic as possible, and that often means 1-on-1 phone conversations.
We’re all about helping you create seamless and meaningful customer connections, so business continuity and reliability under all circumstances is an everyday focus for Invoca. To make sure you can focus on your business, we’d like to show you how we ensure the reliability and stability of our platform and what we’re doing to prevent disruptions to our operations during the COVID-19 outbreak.
How We’re Ensuring Business Continuity During COVID-19
Like many companies, to keep our employees healthy and comfortable we are encouraging them to work from home whenever possible. This will not cause any significant impacts on the service you receive since nearly 40% of our workforce is already remote and many others are partially remote. Additionally, to make sure that we can attract the best people possible we have been actively expanding our remote workforce and have seen great results from doing so. Because of this, Invoca has the infrastructure and policies in place that facilitate effective remote work, so disruption to our everyday operations will not be an issue.
In addition, Invoca has an action plan in place that includes reduced business travel (don’t worry, we’ll still see you via video conferencing!) continuous communication about all reasonable precautions employees can take to protect their health and safety as well as following the prerequisite COVID-19 guidelines established by the CDC.
Besides the offices smelling a bit more like Lysol than they usually do, we don’t have to make any disruptive changes to the way we work to stay focused on your success.
How Invoca Provides Superior Platform Reliability
At Invoca we are committed to earning and keeping your trust, even in unexpected situations. We know that many of you, especially those in healthcare and related industries, are getting far more calls from anxious consumers than normal. That means conversational insight — specifically understanding what is at the forefront of your customer’s mind in this time of uncertainty — is more valuable than ever. We are confident that you can rely on our platform and world-class service delivery that is built around security, reliability, and scalability.
Invoca’s Cloud Platform Reliability
With 99.995% call uptime spanning the last three years, Invoca’s platform reliability exceeds SaaS industry standards for uptime. We assure reliability through:
Redundancy — Invoca is 100% cloud-based, utilizing both Google Cloud Platform and Amazon Web Services (AWS) to host our platform and data. While each offers incredible reliability, they’re not totally invincible. If either of these systems has a service issue, our redundant architecture ensures that your calls get through.
Dedicated Teams — We’re not pulling engineers from their day jobs to peek at platform reliability every once in a while; it’s a full-time job. Our dedicated engineering teams provide 24/7/365 monitoring and maintenance to ensure your data and your customers’ data are available and secure.
Engineered for Uptime — We know how important calls are to your business and our 99.995% uptime record is no accident. We are constantly working on improving our platform to isolate failures, improve reliability, and embed best practices in our development process to provide uninterrupted service.
Spikes in call traffic happen. Sometimes you know it’s coming like during open enrollment, black Friday, or tax season. Other times, you just create an amazing campaign that causes a massive burst of calls or an unexpected incident drives your customers to the phone. This is especially important right now for our healthcare and insurance customers who may experience big jumps in call volume during the COVID-19 incident, but they can rest assured that all calls will get through and data will be tracked.
The Invoca call tracking and conversational analytics platform is built for scalability. Whether it’s a gradual increase in calls or a massive, unexpected burst — it’s engineered to assure that all of your calls will connect.
Data Security, Privacy, and Compliance
Security threats and compliance regulations are constantly changing and evolving. That’s why we’re continuously improving in these areas and providing security and compliance without any compromise to service or functionality.
Businesses across healthcare, government, and banking trust Invoca in large part because of our commitment to data security, privacy, and compliance. Our internal security and compliance team works with outside auditors to ensure compliance in these areas:
- HIPAA, CCPA, and GDPR compliant
- PCI DSS Certified, SOC 2 Type 2, Privacy Shield, and TRUSTe certified
- Supports two-factor authentication and SAML
- Controls for call recording, data redaction, and data access
Again, we don’t see this as a one-and-done thing where we get the badge and walk away. We are constantly monitoring your needs, emerging security threats, and upcoming compliance regulations to make sure your customers’ data is secure and that our platform meets all the regulatory requirements that could impact your business now and in the future.
We’re Here for You
Our number one priority is your business success, and that means earning your trust. Every day. If you have any concerns or questions, please contact us at 1 (866) 517-8772 or get in touch with your customer success representative.