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MEDALLIA FOR CONTACT CENTERS

Create unforgettable customer and agent experiences

Reduce costs, improve agent performance, and optimize QM by learning from every interaction – in the contact center & beyond

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Brands building world-class contact centers with Medallia

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Give your customers the star treatment across their entire journey with your brand

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.

Give your customers the star treatment across their entire journey with your brand

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.

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Holistic view of every touchpoint

Take advantage of market-leading signal capture, including call audio, transcripts, chat logs, IVR, agent case notes, survey comments and digital experience.

Surface and track emerging issues

Leverage industry-leading AI-powered analytics to alert cross-functional teams as issues arise for near-real time resolution.

Empower customers in their channel of choice

Anticipate and help customers where they are at to improve their experience and reduce call center volume.

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Why Medallia for your contact center?

Pinpoint key drivers of call volume & democratize insights to resolve

Share insights with the right teams to improve self-service opportunities & reduce call volumes

Decrease churn by making things right the first time

Give agents detailed insights to solve customer pains faster & in the customer's preferred channel

Retain agents with transparent feedback and timely coaching

Create an engaged frontline with personalized coaching and rewards & recognition

Take immediate action to save at-risk customers

Optimize service recovery & close loop workflows through alerting and automatic identification of churn risk

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Capture and action on every conversation between your customers & agents

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.

Learn More About Conversation Intelligence

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Remove the friction for your customers and call centers

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.

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Increase agent retention by up to 50%

Create a work environment your agents love by listening to what they’re saying they need

Coaching in the moments that matter

Never miss a coaching moment by capturing customer feedback on agent performance after every interaction.

Recognize & reward a job well done

Use our leaderboards and kudos to motivate agents as well as  rewards from customers to boost morale.

Give agents their time back with optimized QM

Medallia makes quality management smarter by auto selecting the moments that matter most for manual quality review.

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Improve QA workflow efficiency by 20%

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. 

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Improve all experiences, globally

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. 

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Integrate your contact center technology as easy as 1…2…3

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

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“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

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With Medallia, T-Mobile achieved:

+4%

Year over year revenue 

+25

Increase of 25 points in NPS

<1%

Reduced customer churn to less than 1%

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