Invoca and Tealium announced a strategic partnership designed to enable organizations to combine customer data and conversational analytics insights in real time to better inform contact center interactions and optimize caller experiences.
The integration is designed to support more personalized experiences across online and offline touchpoints. “Whether online or offline, consumers are mandating seamless customer experiences and personalization,” said Mike Anderson, Founder and CTO of Tealium, in a statement. “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.”
According to officials for both companies, Invoca can use enriched data from Tealium profiles to automatically route inbound calls to agents with specific skill sets such as product expertise or language proficiency.
Additionally, Tealium aims to provide users with the ability to enrich customer profiles with Invoca’s conversational analytics capabilities, which are designed to detect key buying signals and call outcomes. Once a call has ended, Invoca is designed to send key insights from the conversation — such as product interest and stage of the customer journey — back to Tealium to enrich customer profiles.
“At Invoca, we’re all about helping companies make human-to-human connections more meaningful and intelligent,” said Cathie Brunnick, VP of Partnerships & Alliances of Invoca, in a statement. “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.”