Partners Integrate Customer Data and Call Analytics

Real-time customer data specialist Tealium has partnered with AI-powered call tracking and conversational analytics firm Invoca, to help clients integrate the two data sources and enhance contact center performance and caller experience.

Tealium connects customer data from sources including web, mobile, off-line contacts and IoT devices. The combination with Invoca promises to serve companies which 'engage with consumers through both digital channels and high-touch human interactions', especially those in industries with higher value, more complex offerings that require expert advice, including financial services, health care, telecoms, travel and hospitality. As an example, Invoca's platform 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; while Tealium users can tap Invoca's ability to detect key buying signals and call outcomes.

Invoca's software will analyse calls to determine customers' product interest and where they are in the buying process, and feed these into Tealium's profiles as soon as a call has ended.

Mike Anderson (pictured), founder and CTO at Tealium, says consumers 'want companies to understand who they are and where they are in their customer journey', adding: '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'. Cathie Brunnick, VP of Partnerships & Alliances at Invoca, says the deal helps companies 'make human-to-human connections more meaningful and intelligent'.

Web sites: www.tealium.com/integrations and www.invoca.com .