Reduce costs, improve agent performance, and optimize QM by learning from every interaction – in the contact center & beyond
With the right knowledge and ability to act in real time, contact centers have the power to transform frontline and customer experiences.
Medallia integrates customer and agent interactions with insights from across the org to uncover the truth behind every touchpoint and surface issues at scale.
With the right knowledge and ability to act in real time, contact centers have the power to transform frontline and customer experiences.
Medallia integrates customer and agent interactions with insights from across the org to uncover the truth behind every touchpoint and surface issues at scale.
Take advantage of market-leading signal capture, including call audio, transcripts, chat logs, IVR, agent case notes, survey comments and digital experience.
Leverage industry-leading AI-powered analytics to alert cross-functional teams as issues arise for near-real time resolution.
Anticipate and help customers where they are at to improve their experience and reduce call center volume.
Share insights with the right teams to improve self-service opportunities & reduce call volumes
Give agents detailed insights to solve customer pains faster & in the customer's preferred channel
Create an engaged frontline with personalized coaching and rewards & recognition
Optimize service recovery & close loop workflows through alerting and automatic identification of churn risk
With Medallia, contact centers leverage AI, emotion intelligence and sentiment analysis to uncover mission-critical insights. Configurable action-based alerts are then triggered for at-risk customers to improve retention.
Insights are shared with agents, through coaching and QM, and also across the organization, enabling all teams to action on conversation analytics.
Meet customers where they are and move them seamlessly across channels at times that work for them—and you. Mindful by Medallia is a leader in intelligent callback and improves the call center experience for customers and agents by offering customers a choice when contacting a brand. Customers love the choice and freedom, and brands love the improvements to handle time, CSAT, and FCR.
Create a work environment your agents love by listening to what they’re saying they need
Never miss a coaching moment by capturing customer feedback on agent performance after every interaction.
Use our leaderboards and kudos to motivate agents as well as rewards from customers to boost morale.
Medallia makes quality management smarter by auto selecting the moments that matter most for manual quality review.
Say goodbye to reviewing calls at random. Our AI-powered technology identifies the interactions that matter most for manual review so you spend less time analyzing calls at random and more time on the calls that will drive the greatest impact.
Give your teams back more time with targeted insights to improve QM workflow efficiency.
Your customers are global, so why would your insights be anything less? Medallia leads the industry with speech transcription available in 32 languages and text analytics fully supported in 19. But oftentimes your agents (or BPO teams) speak a different dialect than your customers. Medallia handles that too, so you can rest assured that the analysis driving your team’s actions accurately represents your customers.
Make the most of out of your contact center tech stack and Medallia with hundreds of hundreds of out-of-the-box integrations, including Genesys, Amazon, and Salesforce.
We empower high-performing contact centers to utilize their current CCaaS and CRM technologies, while applying our best-in-class analytics. Best of both worlds right?
See a complete list of Medallia’s integration partners.
“Customer care call centers cost a lot of money. We have been able to turn that around through the Team of Experts, and contribute to our bottom line and revenue for our organization.”
Denise Vidal
Senior Director, Frontline & Customer Experience, T-Mobile
+4%
Year over year revenue
+25
Increase of 25 points in NPS
<1%
Reduced customer churn to less than 1%
