San Diego and Santa Barbara, CA, USA, Jan 28, 2020 -- Tealium, a provider in real-time customer data orchestration, and Invoca, an 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.
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 touchpoints.
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"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."
Posted by Veronica Silva Cusi, news correspondent
Invoca helps the modern marketer optimize for the most important step in the customer journey: the phone call. With Invoca's Call Intelligence platform, marketers can get granular campaign attribution to understand why customers are calling, gain real-time intelligence about who's calling and analyze what's being said in conversations. Marketers can put this data to work directly in the platform by automating the ideal customer experience before, during and after each call.
Published: Wednesday, January 29, 2020
Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
|2.)||Lieber & Associates|
Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring