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DialogTech and Genesys Integrate to Help Contact Centers Personalize Caller Experiences in Real Time

Louise Thompson Content Marketing Manager, DialogTech


Delivering innovative ways to enhance customer experience and drive contact center capabilities is at the heart of DialogTech’s partnership with Genesys.

This is why we’re excited to announce our new artificial intelligence (AI)-powered Genesys AppFoundry integration.

Companies using the Genesys Customer Experience Platform can now access real-time marketing analytics on callers. Our AI algorithms rapidly analyze caller data and translate findings into immediately accessible, valuable caller insights. Businesses can now deliver more personalized experiences, convert more callers into customers and increase marketing return on investment.

Inform Agents for a Better Customer Experience

Consumers expect personalized experiences and a seamless transition from online to offline.

Our integration equips contact center agents with contextual caller information before their call is even answered. Agents can tailor the conversation to each caller to provide less friction when the call begins. By already knowing information such as the caller’s name and which marketing channel drive the contact, agents can get to the heart of the caller’s intent. A more satisfying customer experience equals a higher number of sales.

Laptop with analytics displayed

Close the Loop on Call Attribution

Solving an efficiency-zapping problem, businesses can for the first time connect all digital marketing activities with contact center activities. This allows a holistic view of the interaction, from the caller’s pre-call activities, to what occurred during the call and call outcome.

The ability to integrate this data into analytics platforms allows marketers to optimize their media spend and campaigns for those calls that drive results.

Businesses Are Seeing Results

An early user of the integration, leading senior care and elder services provider Comfort Keepers, has seen higher conversion rates and a more optimized marketing spend since implementation.

“By connecting the powerful contact center management capabilities of Genesys with deep marketing insights on callers from DialogTech, our business is having more meaningful conversations with prospects and scheduling more in-home consultations,” said Bryan Huber, global vice president of digital marketing for Comfort Keepers.

Learn more about how our integration helps businesses drive revenue and delight customers by requesting a demo.

Learn more about how our partnership with Genesys helps businesses drive revenue and delight customers.

See How It Works