News : Selligent Marketing Cloud and Calabrio Partner for Improved CX
Redwood City, CA, and Nashville, TN, USA, Sept, 2018 -- Selligent Marketing Cloud, the B2C marketing automation company, and Calabrio, a provider of customer engagement and analytics software, announced an alliance to bridge customer care technology and digital marketing capabilities to enhance the customer journey. The collaboration will enable brands to marry data gleaned from customer care engagements with digital marketing communications to create a full view of the customer and deliver consistent customer experiences.
"In the age of high expectations for customer experience, customer care and digital marketing technologies still often live in their functional silos, which has become a growing challenge for both brands and consumers," said John Hernandez, CEO of Selligent Marketing Cloud. "Contact center interactions offer a rich and powerful source of customer insights that are often untapped in marketing. With Calabrio and Selligent working together, brands will be better equipped to seamlessly handle customer relationships from beginning to end."
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According to a recent Selligent Marketing Cloud survey of 7,000 global consumers, 70 percent agree that it’s important that brands understand a consumer’s individual situation during marketing touchpoints and not use every communication as a sales opportunity. This is especially true when it comes to customer care and satisfaction, and their impact on how proactive marketing is received—especially when customers have an outstanding issue with a brand.
The alliance between Calabrio and Selligent Marketing Cloud will enable brands to:
"Customer expectations have evolved; they expect to connect with companies at their convenience and get the information they seek or issue resolved in real-time. These interactions are critical to providing the level of service that builds brand loyalty and offer an opportunity for organizations to gather the true voice of their customers," said Tom Goodmanson, President and CEO of Calabrio. "This is an area that’s overdue for technological support. Until now, brands have had to piece together data and platforms to get a true picture of the state of a brand-consumer relationship. I’m thrilled that Calabrio and Selligent are joining forces to solve this important problem for marketing departments, contact centers and the enterprise."
"In a world where companies are rapidly looking to digitally transform, the gap between their marketing and customer service efforts has become more glaringly obvious than ever," observes Sheila McGee-Smith, President & Principal Analyst of McGee-Smith Analytics. "This agreement between Selligent and Calabrio is designed to bridge that gap – to bring contact center customer journey analytics to the marketing automation process in real-time."
Posted by Veronica Silva Cusi, news correspondent
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