DialogTech Integrates with Amazon Connect to Help Contact Centers Convert More Callers to Customers — New Integration Allows Customers to Grow Revenue and Reduce Churn by Using Insights on Inbound Callers to Provide Better Customer Experiences
CHICAGO — Dec. 14, 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.