Share On

Call Intelligence - Valuable insight into the journey of the customer

With the advancement in technological innovations, with special reference to e-commerce, it was thought that everything would be digitalized, including the way consumers interact. However, that is not the case. About 3/4th of the world’s population still believes in talking over the phone to a company’s representative before making a purchase. And it has become easier with almost everyone owning a Smartphone and utilizing the click to call facility. Instead of decreasing, the numbers of inbound calls have increased manifolds, making the jobs of marketers strenuous.

To facilitate the process of marketing and help organizations use the call as leverage for increasing business, companies can use call tracking or call intelligence as a solution.

Why you need call intelligence?

Call intelligence is a powerful tool which enables marketers to gain valuable insight into the journey of the customer. As a technology, it helps decipher the caller’s online session which ultimately led to the call, at times even foretelling the call outcome. Marketing personnel can integrate the caller’s purchase history and information from third-party resources such as doubleclick with call tracking to convert an inquiry into sales.  The information thus collected provides a single view of the customer's experiences, thus helping marketing representatives make informed decisions about budget and campaign strategy leading to successful revenue generation.

At the consumer level, this personalization heightens their purchasing experience as they receive proactive and prompt resolutions to all their queries. Moreover, once the communication is finished, that resultant information can be fed back to the 'machine', to help anticipate the result and estimation of future calls.

The Marketer's Big Book of Call Tracking Success Stories

White Paper By: DialogTech

Even in today’s digital world, a phone conversation is often the best way to earn a customer’s business and loyalty. It’s why for many businesses, an inbound phone call is the most valuable conversion from their marketing and website.  If your business values phone calls, your marketing team should take a data-driven approach to generating more inbound calls, and this...

Effortless Customer Engagement: Extra care with every call

White Paper By: Plantronics

Delivering a great customer engagement is something every brand is striving for. Better customer engagement brings new ways to strengthen customer relationships through technological breakthroughs. Customers get the service they deserve when the Customer Service Representatives (CSR) is able to pay attention to what they are saying. They are less likely to have to repeat themselves if the...

Using Gamification to Improve Contact Center Performance

White Paper By: CallMiner

Gamification is a fun and growing resource that can be adapted to improve contact center performance and agent engagement. While gamification is flexible, two elements are required to make it successful: clear business goals and accurate metrics. When contact center agents are more engaged at work, enterprises can optimize engagement with customers. This whitepaper provides you insights...

Speech Analytics: Convert Voice of The Customer Into Business Success

White Paper By: CallMiner

Speech analytics as a technology is used to analyze customer conversations taking place through phone and/or interactive voice response (IVR) during or after the call. Don’t just analyze data, use speech analytics to deliver actionable guidance to employees to support them in doing their jobs. Research shows that 37% of speech analytics users currently use voice biometrics in support...

The Executive Guide to Improving 6 Call Center Metrics

White Paper By: Fonolo

For executives, measuring and improving call center metrics can be a pain point. Your call center operates in a stressful environment where good quality call center performance metrics lead to a higher standard of customer service. In this white paper on “The Executive Guide to Improving 6 Call Center Metrics,” you'll find how to improve 6 key call center metrics for better...

Predictive Insights: Automated Call & Lead Scoring for Today's Call Center

White Paper By: VoiceBase, Inc

Today’s call center is not lacking data. But the manual process of analyzing voice recordings in search of business opportunities is labor intensive and costly. And it takes time— time that could be better spent exploiting new-found insights to improve business processes. By replacing human call scoring with an automated call solution offered by contact centers, call-tracking...

follow on linkedin follow on twitter follow on facebook 2018 All Rights Reserved | by: