RichRelevance®, the global leader in omnichannel personalization, and Now Interact, a company at the forefront of Predictive Intelligence innovation, are joining forces to improve contact centre efficiency and performance through omnichannel personalization.
The strategic partnership brings Now Interacts Predictive Intelligence technology into the Relevance Cloud personalization platform to improve contact centre engagement and performance.
“As the customer journey expands beyond traditional channels, the contact centre remains a unique channel for the remote customer to receive the same personalized, 1:1 attention that customers receive in store. Using intuitive and intelligent personalization technologies, contact centre personnel can obtain a clear view of customer history, preferences, purchases, and behaviours, regardless of location or channel, enabling them to turn the contact center into a revenue centre” said Eduardo Sanchez, President and CEO of RichRelevance.
“This partnership strengthens the independent Relevance Cloud with Now Interacts Predictive Intelligence technology to bridge the gap between omnichannel data, online store and contact centre to deliver new value for our clients.“
The new partnership enhances the Relevance Cloud with Now Interacts Predictive Intelligence that maps online behavioral data against machine-learning to facilitate the personalization of contact channels.
The technology identifies each individual user’s purpose for visiting a company’s website, allowing the most appropriate contact channel for their particular needs to be offered, in real-time.
Online visitors identified as the most likely to convert offline are directed towards the call centre.
When connected, agents are provided with a holistic understanding of the caller’s previous online journey, as well as relevant past interactions and preferences and highly personalized content and product recommendations based on complete omnichannel data.
This helps them to establish a deeper connection with the caller and empowers them to perform at their full potential.
“Our partnership with RichRelevance emphasizes the tremendous growth that Now Interact has been undergoing recently, including breaking serious ground with some of Europe’s largest companies,” said Magnus Åström, CEO, Now Interact.
“We are pleased to bring our technology to the Relevance Cloud to revolutionize the retail contact centre, and we are confident that our partnership with RichRelevance is just the start of an even bigger chapter for our company in the US.”