DialogTech, the leader in call attribution technology announced a partnership with Genesys. The partnership enables businesses to improve customer acquisition and fuel revenue growth by better aligning their marketing initiatives with call center activity and outcomes.
The integration allows marketing teams to easily deliver call attribution and caller profile data captured by DialogTech – including the channel, ad, search keyword and web page that generated the call along with the caller’s name, phone number and location – into Genesys. Using this data, Genesys routes the call to the best available enterprise resource for the opportunity and also generates a screen pop on the agent’s desktop displaying the caller’s information to ensure a warm handoff. With detailed insights on the caller, agents are able to have effective conversations that are more likely to result in conversions and revenue.
After the conversation is completed, the in-call data from Genesys – including interactive voice response (IVR) traversal, interaction disposition, recorded conversation, and call outcome – is pushed back to DialogTech’s platform. Through DialogTech’s additional integrations, marketers can also share this data with their analytics platforms, enabling them to know how their media spend, campaigns, and websites drive calls that result in sales opportunities and revenue.
“Historically, contact centers and marketing departments have operated independently from one another, making closed-loop attribution and transparency into the full customer journey elusive,” said Josh Mallamud, SVP Corporate Development & Strategic Partnerships at DialogTech. “Our integration with Genesys is bridging this gap and providing valuable, and unprecedented, insight for marketers, call center managers and agents.”
Jim Kraeutler, VP of Innovations at Genesys, added: “Genesys is excited to announce this integration with DialogTech, delivering the most complete solution to closed-loop, full call attribution on the market today. This joint offer also ensures individual agents are never surprised about why a prospect is calling. Agents are equipped with all the information they need at the beginning of the call to have a productive conversation from the start.”