Case Study: SCI Shared Resources improves empathetic call experiences with Invoca

SCI Shared Resources uses Invoca's AI to track the performance of its associates over the phone

SCI Shared Resources, North America’s leading provider of funeral, cremation, and cemetery services, needed a way to ensure its associates were speaking empathetically to callers without relying on rigid call scripts. The company turned to Invoca and its AI-powered call tracking platform to monitor phone interactions while preserving the compassionate tone that is essential in its business.

Invoca’s AI helped SCI Shared Resources track whether agents were communicating with empathy during calls, giving the team a better view into associate performance over the phone. The result was improved oversight of customer interactions, with measurable value in the ability to assess empathy even without a standardized script, helping SCI Shared Resources better support families during difficult times.

SCI Shared Resources

Cass Benson

Call Experience Manager