Chicago, IL – December 8, 2017 – DialogTech, the leading provider of actionable marketing analytics for inbound calls, today announced a new integration with Amazon Connect and Amazon Lex that provides contact centers with deep, real-time intelligence on inbound calls they can use to personalize call experiences and convert more callers to customers. DialogTech is the only call analytics provider selected by Amazon Web Services (AWS) to integrate with Amazon Connect and Amazon Lex.
According to a recent Forrester study, inbound phone calls are the most valuable leads for businesses, as customers who call convert faster, spend more and have a higher retention rate than those that don’t. Whether a caller converts and stays loyal, however, often depends on the quality of the call experience — studies show that 84% of callers would cease doing business with a company after a negative call experience. Unanswered calls, long wait times and unhelpful agents are among the top complaints consumers have when calling businesses.
DialogTech’s integration with AWS is intended to help businesses remedy those issues and grow revenue by providing each caller with a personalized, winning customer experience. Contact centers running Amazon Connect can use the marketing insights on each caller captured by DialogTech — including the caller’s phone number and 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 to convert them to a customer.
“DialogTech is proud to be the call analytics provider chosen by AWS to help customers drive growth,” said Doug Kofoid, COO at DialogTech. “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:
To learn more about the integration, visit the DialogTech website at dialogtech.com/solutions/integrations/amazon-web-services