Tealium for Contact Centers

Real-Time Customer Data That Transforms Every Conversation

Watch Webinar

The Solution: Fuel Every Call with Real-time Customer Context

Tealium integrates seamlessly with contact center platforms like AWS Connect, NICE, and Genesys, to provide a unified, real-time view of each customer to the agent.

Boost Agent Performance

Give agents instant access to the latest real-time customer behavior so they spend less time searching for context and more time resolving customer issues.

Increase Customer Satisfaction

Access unified and up-to-date customer information so customers don’t have to repeat their story, and agents can deliver personalized and timely responses from the start of the call.

Reduce Operational Costs

Identify the customer faster, improving first-contact resolution, shortening handle times, and lowering cost-to-serve, all without sacrificing service quality.

Optimize Every Stage of the Contact Center Journey

Pre-Call: Intelligent Routing & Deflection

Tealium powers personalized, real-time call flows and scalable self-service to reduce call volume and improve customer experience (CX).

  • Smart routing based on behavior, segments, and propensity to reduce transfers and improve first call resolution (FCR).

  • Priority queuing for high-value and at-risk customers to improve loyalty and increase revenue.

  • Proactive deflection to digital channels to lower call volume and accelerate issue resolution.

  • IVR personalization with real-time data to minimize customer frustration and boost satisfaction (CSAT).


During Call: Agent Empowerment

Empower agents with real-time context to reduce handle time and increase first-call resolution.

  • Unified view of customer profiles and recent interactions to empower agents and help reduce average handle times.

  • Deliver AI-powered support (e.g., Amazon Q) to surface relevant knowledge and suggestions during live conversations to improve call resolution.

  • Monitor live sentiment to detect frustration and enable real-time adjustments in tone or escalation when needed to reduce call abandonment and improve customer satisfaction.

  • Recommend personalized resolution paths and offers based on customer history and preferences to improve conversion and business outcomes.

Post-Call: Continuous Optimization

Optimize engagement and drive stronger post-call conversions with unified, data-driven insights.

  • Trigger automated follow-ups based on call outcomes to keep customers engaged and ensure timely next steps to increase post-call conversion.

  • Enrich customer profiles with new data from each interaction to build a more complete and actionable view to deliver more relevant experiences and drive customer value.

  • Analyze performance to refine routing, scripting, and agent support strategies for ongoing improvement to reduce avg call handling time and improve call resolution.

  • Measure and optimize journeys with closed-loop, cross-channel insights that inform smarter decisions across marketing, sales, and service to improve business outcomes.

Contact Center Value by Industry

Financial Services
Telecommunications
Healthcare
Retail
Travel

Financial Services: Smarter, Secure Call Center Support

Tealium verifies identity, matches callers to accounts, and equips agents with the complete profile, including recent activity like loan applications or calculator usage, enabling personalized call interactions.

Example: Identify customers who are reviewing financial products they do not yet own and target them with tailored cross-sell offers.

Results: Faster call resolution, higher product adoption, improved retention, full compliance maintained.

Telecommunications: Stop Churn Before It Happens

Combat churn with proactive support like routing at-risk customers to retention specialists, and providing usage data with Tealium’s real-time customer insights.

Example: Provide agents with service usage patterns, and activate proactive outreach when customers hit usage thresholds

Results: Reduced churn, better first-call resolution, seamless cross-channel experience

Healthcare: Personalized Care, HIPAA Compliance

Connect appointment history, care plans, and insurance eligibility into one unified view using Tealium. Enabling agents to detect care confusion patterns and route patients to the right specialists faster.

Example: Identify and route patients with missed appointments and a high-risk care plan directly to the right specialist, avoiding transfers and story retelling.

Results: Higher patient engagement, fewer transfers, reduced care gaps, HIPAA-compliant cross-channel integration.

Retail: Turn Support Calls Into Sales Opportunities

Give agents visibility into real-time behaviors like browsing history, past orders, and loyalty status to enable personalized recommendations.

Example:: Convert abandoned cart callers into buyers with intelligent routing to sales-skilled agents with complete purchase context.

Results: Higher conversion rates, increased order values, and better customer experience.

Travel: Keep Travelers Moving

Provide agents access to real-time itinerary data, loyalty tiers, and preferences to enable targeted support and tailored offers.

Example: Proactive outreach to disrupted travelers with personalized alternatives to turn frustrations into moments of delight.

Results: Faster resolutions, improved NPS scores, increased loyalty, and conversions

Key Platform Capabilities

AudienceStream™ CDP

Real-time unified profiles to power smarter routing and faster resolution.

Tealium’s CDP continuously stitches cross-channel data into a single customer profile, so agents instantly know who’s calling, why and their latest interactions.

Moments API

Sub-100ms response times to deliver context the moment a call begins.

Our low-latency API gives IVRs and Contact Center platforms instant access to customer attributes, enabling smart routing, priority queuing, and real-time personalization.

AIStream™

Real-time connectivity to empower agents with personalized AI recommendations.

Our data orchestration layer feeds event and profile streams Tealium into AI/ML engines, ensuring agents receive AI-driven recommendations based on the most current customer data, helping drive conversion and call resolution.

Consent & Identity Management

Integrated consent to ensure callers are identified quickly and with compliance.

Built-in consent management and identity resolution features ensure all customer data used in the contact center respects privacy choices and regulatory requirements while improving business results.

+54%

The Challenge:
L&G's teams were struggling with fragmented data systems that prevented them from building the complete customer understanding they needed. Customer data existed in silos, requiring manual wrangling that could take days or weeks—far too slow to capture fleeting customer interaction
moments.

The Solution:
Legal & General (L&G) used Tealium’s real-time capabilities to reduce application abandonment by identifying customer friction points and connecting them with informed call center agents. They also delivered personalized guidance during complex insurance decisions by leveraging live customer data.

Results: 54% increase in call-to-lead conversion

Ecosystem & Integrations

Tealium seamlessly integrates with leading contact center platforms and complementary technologies:

Amazon Connect

Our certified integration with Amazon Connect powers personalized experiences at every touchpoint, including Connect Customer Profiles and Amazon Q for intelligent agent assistance.

Additional Integrations

Tealium offers 1,300+ turnkey integrations with CRM systems, voice analytics platforms, workforce management tools, and enterprise systems to create a connected contact center ecosystem.

Ready to Transform Your Contact Center?

Get a Demo
11095 Torreyana Road
San Diego, CA 92121
+1 (858) 779-1344
11095 Torreyana Road
San Diego, CA 92121
+1 (858) 779-1344
Soluciones
Productos
Recursos
Empresa
Industrias
Socios
Asistencia
Legal