Case Study: Invoca achieves fewer customer-impacting service disruptions with PagerDuty

Invoca Expands Use of PagerDuty to Manage Incident Urgency and Escalation

Invoca, a call-intelligence company that guarantees high-quality phone calls for marketers, faced the challenge of getting the right experts notified fast and distinguishing truly mission-critical incidents from less urgent alerts to prevent customer-impacting disruptions. Their monitoring detected problems, but they needed reliable escalation paths and clearer urgency levels so incidents would be handled before call quality degraded.

By expanding their use of PagerDuty, Invoca implemented configurable escalation policies, urgency settings, and automated on-call scheduling so notifications automatically escalate until addressed and false positives are suppressed. The result: dramatically fewer customer-impacting disruptions, simpler on-call management, faster response times, and better operational visibility for post‑incident analysis.

Invoca

James Brown

Senior Manager for Cloud Operations