Dynamic Yield Partners with ResponseTap to Create Engaging, Personalized Call Center Experiences

Partnership Between Dynamic Yield and ResponseTap  Creates Cohesive Customer Journey Across Web, Apps, Email and Now Phone

Dynamic Yield, a leading Omnichannel Personalization technology stack and ResponseTap, Europe’s leading Call Intelligence platform, today announced a partnership that will allow brands to sync call center sessions to the rest of a user’s online experience.

At the time of this announcement, Colton Perry, VP Channel at Dynamic Yield, said, “While digital and self-service continues to grow, call centers remain a major point of customer experience and interaction for brands across many verticals such financial services, travel and hospitality, media and telecommunications, online retail, and others.”

Colton added, “We’re excited to partner with ResponseTap to close the loop on customer interactions within call centers and add this channel to the Dynamic Yield platform.”

Currently, ResponseTap takes call tracking to another level and amplifies the depth and breadth of data across the end-to-end customer journey, creating relevance and insight at every click. The addition of the telephone call to your online metrics lets you see the whole journey, adding valuable sales attribution back to marketing while improving the overall customer experience.

With this partnership, ResponseTap will send information on call center interactions to Dynamic Yield which can then use that information to power relevant digital experiences. Furthermore, call center agents will receive real-time data allowing them to create concierge, 1:1 experiences for every customer.

Amongst the customers benefiting from applying the ResponseTap integration in their Dynamic Yield setup is Click & Go, one of Europe’s largest travel providers.

“The integration of ResponseTap with Dynamic Yield has enabled us to begin to close the attribution loop on website-to-phone call volume, conversions, and revenue associated with those calls,” said Peter Cullen, CMO of Click & Go.

Peter added, “The audience-based personalization technology provided by Dynamic Yield puts Click&Go in an excellent position to serve the appropriate regional phone number to the right profile of the user at the optimal moment, thus better qualifying the user for faster conversion if the user chooses to complete their booking by phone.”

“We only partner with the best,” says Nick Ashmore, VP of Marketing at ResponseTap.

Nick added, “For too long businesses have been guessing when it comes to reporting on and optimizing their inbound phone calls. With this partnership, we’re recognizing the ever-increasing importance of personalization across channels.”

Sample use cases made possible by the partnership include–

• Deploy personalized onsite promotions and messaging based on call center interactions
  • If a user inquires about an insurance package but doesn’t purchase on the phone, deploy a 15% off coupon onsite
• Serve personalized recommendations based on call center interaction
  • Recommend hotels onsite in a user’s travel destination after she books a flight over the phone
• Trigger personalized email based on call-center interaction
• Identify and tailor call center experiences for high high-value customers
• Personalize web layout to emphasize phone support information for users with affinity towards purchasing on the phone

Currently, Dynamic Yield’s personalization technology stack helps marketers increase revenue by automatically personalizing each customer interaction across the web, mobile web, mobile apps and email. The company’s advanced customer segmentation engine uses machine learning to build actionable customer segments in real time, enabling marketers to take instant action via personalization, recommendations, automatic optimization & real-time messaging – in a single platform.