New partnership enables organizations to better engage with customers in real time by unifying inbound call analytics data, conversational insights, and rich customer profiles
Tealium, the trusted leader in real-time customer data orchestration, and Invoca, the leading enterprise provider of AI-powered call tracking and conversational analytics, announced a strategic partnership that enables organizations to combine customer data and conversational analytics insights in real time to better inform contact center interactions and optimize the caller experience.
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For companies that engage with consumers through both digital channels and high-touch human interactions, the bi-directional integration between Tealium and Invoca enables more personalized experiences across online and offline touch points. This is particularly important in industries with higher value, more complex offerings that require expert advice – such as financial services, health care, telecommunications, home services, travel, and hospitality – where marketing and contact center teams have traditionally operated in siloes.
Armed with Tealium’s customer data, companies using Invoca can empower sales and service agents in the contact center to have a more comprehensive view of the customer and focus on delivering the best high-touch experience. Invoca can use enriched data from the profile in Tealium to route inbound calls automatically to agents with specific skill sets – such as product expertise or language proficiency – to eliminate unnecessary call transfers, shorten call handle time, and reduce contact center costs.
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Additionally, Tealium users can enrich customer profiles with Invoca’s conversational analytics capabilities, which detect key buying signals and call outcomes. Once a call has ended, Invoca sends key insights from the conversation – such as product interest and stage of the customer journey – back to Tealium to enrich customer profiles. This broader profile – spanning both digital and conversational engagement – can then be used to personalize all future interactions with the customer.
“Whether online or offline, consumers are mandating seamless customer experiences and personalization,” said Mike Anderson, Founder and CTO at Tealium. “They want companies to understand who they are and where they are in their customer journey. By partnering with Invoca, we can provide new insights into customer behavior – allowing companies to deliver both unparalleled customer experiences while simultaneously increasing marketing ROI.”
“At Invoca, we’re all about helping companies make human-to-human connections more meaningful and intelligent,” said Cathie Brunnick, VP of Partnerships & Alliances at Invoca. “This partnership with Tealium does just that by unifying customer data with conversational analytics, allowing companies to take the right action in real time to optimize the customer experience and ultimately, form a more positive connection with their customers.”
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