RichRelevance and Now Interact Enhance Omnichannel Customer Service Through Personalization
Strategic partnership enhances the Relevance Cloud™ to allow retailers to precisely determine the right contact channel for a particular customer – and provide a fully personalized experience to drive contact center conversions
San Francisco, CA — March 7, 2016 — 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 center efficiency and performance through omnichannel personalization. The strategic partnership brings Now Interact’s Predictive Intelligence technology into the Relevance Cloud personalization platform to improve contact center engagement and performance.
“As the customer journey expands beyond traditional channels, the contact center 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 center personnel can obtain a clear view of customer history, preferences, purchases, and behaviors, regardless of location or channel, enabling them to turn the contact center into a revenue center” said Eduardo Sanchez, President and CEO of RichRelevance. “This partnership strengthens the independent Relevance Cloud with Now Interact’s Predictive Intelligence technology to bridge the gap between omnichannel data, online store and contact center to deliver new value for our clients.“
The new partnership enhances the Relevance Cloud with Now Interact’s 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 center. 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 center, and we are confident that our partnership with RichRelevance is just the start of an even bigger chapter for our company in the US.”
About Now Interact
Now Interact is a leading omnichannel technology vendor, operating with a mission to create Predictive Intelligence applications that use both online and offline data to enable the next generation personalization. Now Interact’s dedicated team works with over 50 of Europe’s leading broadband, e-commerce, energy, financial service, insurance, telecoms and utility brands, helping them harness the power of Predictive Intelligence to optimize the performance of their contact channels.
Since 2010, Now Interact has grown from their headquarters in Stockholm, Sweden to open offices in the UK, Netherlands, Germany and, most recently, the US. Further information about the company can be found on nowinteract.com.