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Satisfy: Contact Center™

It's the face of your company. What does it look like?

Medallia's Contact Center feedback solution gathers and reports feedback from customers who've interacted with your company's call centers and contact centers—the departments that handle customer correspondence in all its forms. Medallia offers immediate surveying of customers after a call through interactive voice response (IVR), as well as follow-up surveys using multiple data sources.


Key Benefits

  • Monitors service performance of each vital point of contact with customers.
  • Offers a reliable third-party assessment of contact center performance and can replace or supplement electronic monitoring for quality assurance.
  • Identifies problems, including poorly performing customer service agents, and facilitates corrective action.
  • Tracks program delivery such as promotions and sales.

Powerful Feedback

Satisfy: Contact Center™ uses these powerful modules to report feedback:

  • SatTracker™: Continuous tracking of customer satisfaction with the contact center.
  • ProblemTracker™: Tracking of problem incidence and resolution, and tool for drilling down to investigate issues.
  • PerformanceRanker™: Ranking of contact center personnel on multiple performance measures.
  • ResponseInvestigator™: Viewing and searching of verbatim customer feedback agent-by-agent, which is invaluable in improving agents' performance.
  • CustomerProfiler™: Demographic information about the customers calling into the contact center.

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Read about how our software works »

Key Features
Enterprise-wide deployment of the system so your whole organization works off the same page, without a time-consuming distribution process.
"Alerts" that trigger whenever the system detects a potential at-risk customer relationship. You set the trigger points.
Alert management and built-in customer-recovery tools that allow you to intervene and curb the potential loss of high-value customers.
Just-in-time data that delivers information almost as fast as consumers give it.
Powerful yet easy-to-use drill-down capabilities to "get to the bottom" of key trends and data anomalies.
Tools to search, sort, and filter for just about anything, including verbatim content, along any dimensions you choose.
Tools for personalizing home pages and reports so every user focuses on the information he or she needs.
Tools to save data as PDF reports or Excel spreadsheets at the click of a button.
Multi-mode surveying, including telephone, mail, comment card, and interactive voice response (IVR), as well as integration of data from multiple sources.
Omnibus survey tool for adding ad hoc or temporary survey questions to test new product ideas, track promotions, or monitor seasonal offerings.

Other Features
Tech support: responsive, competent, U.S.-based
Training: on-site and web-based
On-demand software: easy and always up-to-date