Contact Center Solutions

Track the Most Important Metric of All: Customer Experience

Wrap Around Your Complex Business

Medallia morphs to your complex hierarchy and can reach across multiple locations.
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Finally, see the metrics that matter in one place, bringing both operational metrics and customer experience together.
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Pull up-to-date information from any other system and send surveys immediately after you close a support ticket.
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Get an instant alert when a customer provides negative feedback and save the relationship before its too late.
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Organize and present customer experience data across all contact centers
Provide role specific views so the data that’s analyzed pertains to their domain
Add additional locations on demand and change with the evolution of your contact center
Track customer experience down to every single agent

Import operational metrics, like handle-time or first-call resolution, to understand customer experience impact
Analyze performance trends by product, call type, location, team, agent, time of day, and more
Run dynamic reports and filters to slice-and-dice real-time information

Use Medallia’s real-time API to sync Medallia with other contact center systems to import call center metrics and more
Send surveys immediately after every customer interaction
Put IVR recordings on feedback records, sync the CRM’s ticketing process with feedback alerts, push agents’ customer experience scores to the performance management system, and more

Improve customer retention strategies, by closing the loop with customers, but also fix the root cause of your customers’ pain
Set immediate triggers in customer surveys when a customer reports a bad experience
Immediately route alerts to the right person at the right time
Use Medallia’s workflow to follow-up on alerts and escalate tickets that aren’t addressed