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September 2023 Releases
Today, Regal is announcing the first truly unified customer profile across both digital and human touch points. Regal’s industry-leading Unified Customer Profile merges the complete, real-time activity history of each customer across all their digital touch points (e.g., mobile, web, email) and human touch points (e.g., call and text conversation data, agent-inputted CRM data) into a single, identity-resolved profile. This gives you complete, trusted, and consistent customer profiles from which to create highly personalized experiences across the customer lifecycle.
When we set out to build unified customer profiles, we wanted to solve the frustrating experience all of us have had when you speak to a sales person on a call and have to tell them your whole life story because they are not equipped with your previous online behavior data. Then you hang up the call, finally feeling heard by a person, only to receive an email or Facebook ad the next day that is completely irrelevant to the conversation you just had. The result is that you feel like the brand doesn’t care about you or know you any better than a brand you’ve never interacted with.
The reason this happens is because legacy CCaaS (Contact Center as a Service) is an isolated black box that cannot ingest and store time series behavior data, nor does it generate and distribute real-time, structured interaction data from the call conversations, so other downstream systems that power digital touch points are left in the dark after an agent has spoken to you.
Regal’s unified customer profile allows you to gain a complete view of each customer and deliver one continuous conversation across all your digital and human channels, so you can scale a personal touch and treat millions of customers like one in a million.
Here’s how we do it:
Want to learn more? See why Legacy CCaaS is Dead, and find out which brands are switching to customer-centric, event-based tools like Regal.
Learn about these products and services at Regal.io, read more posts at regal.io/blog or email us at hello@regal.io.
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