DialogTech, a provider of actionable marketing analytics for inbound calls, has integrated with Amazon Connect and Amazon Lex to provide contact centers with deep, real-time intelligence on inbound calls. DialogTech is the only call analytics provider selected by Amazon Web Services (AWS) to integrate with Amazon Connect and Amazon Lex.
Through DialogTech's integration with AWS, contact centers running Amazon Connect can use DialogTech's marketing insights on each caller, including phone number, geographic location, and the marketing channel, campaign, ad variation, keyword search, and webpage that drove the call, to connect callers right away with the best agents to assist them while arming those agents with intelligence on the caller.
"DialogTech is proud to be the call analytics provider chosen by AWS to help customers drive growth," said Doug Kofoid, chief operations officer at DialogTech, in a statement. "Businesses that integrate DialogTech and Amazon Connect can effectively align marketing, sales, and operations together to generate better qualified inbound calls, convert more leads to customers, grow revenue, and reduce churn."
Using intelligence on inbound calls captured by DialogTech, Amazon Connect customers can do the following:
- Route Callers to the Best Agent -- DialogTech captures intelligence on each call, including who the caller is and why he called, that Amazon Connect customers can use as signals to determine in real time how best to route each caller.
- Arm Contact Center Agents with Insights on Each Caller -- DialogTech passes insights on each caller to Amazon Connect so contact center agents know before they answer the call who the caller is, where they are calling from, and the specific marketing channel, keyword search, and webpage that drove the call.
- Provide Amazon Lex with Data to Personalize Engagement -- DialogTech can feed data on each caller's online journey and purchasing intent into Amazon Lex to influence voice interactions. Amazon Lex can also use DialogTech to identify callers and look up their CRM data to make better recommendations in real time.
- Prioritize the Most Valuable Callers -- Contact centers can place callers from the marketing channels, ad campaigns, search keywords, or webpages with the highest purchasing intent into priority queues to get answered immediately.
- Generate More Calls that Convert to Customers -- By connecting marketing with sales and operations, DialogTech and Amazon Connect allow marketers to know which marketing sources generate the best converting calls. Marketing organizations can then optimize their media spend and website experiences to get more valuable leads calling.