When customers speak, be all ears with Medallia Speech analytics

Optimize contact center agent performance, driving efficiency and action using Medallia's call center speech analytics and speech to text software.

When customers speak, be all ears with Medallia Speech analytics

Optimize contact center agent performance, driving efficiency and action using Medallia's call center speech analytics and speech to text software.

Speech analytics and multi-language call transcription enable you to take immediate action

Medallia Speech enables your business to get transcriptions in dozens of languages and analyze that data in real-time. AI-powered speech analytics automatically surface customer pain points, agent performance, customer satisfaction, and drive improvement in KPIs like FCR, estimated NPS, and custom KPIs. With Medallia’s speech capabilities, you can spend less time sifting through transcripts and spend more time improving processes and coaching agents.

Quickly deliver customer service experience insights with Speech analytics

Save thousands of employee hours with speech analytics that automatically transform millions of pieces of feedback into succinct, easy-to-understand metrics. Medallia Speech enables you to go from insights to action – fast – with support from our industry-leading text analytics, Athena AI, and acoustic sentiment analysis to surface actionable insights, including automatic tracking of KPIs like sentiment, emotion, script compliance, impact scores, and more surfaced from conversation data.  

Transform contact center conversations into actionable insights with Speech analytics

Our conversational intelligence ensures that you get highly accurate, trustworthy insights into metrics and KPIs surfaced from calls and chats. Dozens of languages and dialects are built into our platform, empowering you to scale across multi-national teams. We can further save your business time, money, and risk by identifying what does – or doesn’t happen – in interactions, including competitor mentions, script compliance, and even churn risk with features like Compound Topics and Automated Scores.

Save countless hours of manual call center analytics with Automated Scores

Don’t make your employees spend hundreds of hours tediously sifting through data. Instead, get an objective view of experiences with customizable Automated Scores that eliminate manual analytical processes. Choose criteria ranging from natural language understanding features to metadata – from surveys and other signals – to create scores that are most valuable to your business. Dozens of out-of-the-box Automated Scores can be used as-is or tweaked as needed. By eliminating cumbersome processes, you empower your employees to focus on more complex, fulfilling tasks that can provide even greater value to the business.

Detects signals and speech patterns far beyond transcripts with acoustic analysis

Don’t be limited to surfacing speech insights only based on transcripts, expand your analytics to also surface insights based on how people sound. AI-based acoustic models derive metrics such as silence, overtalk, clarity, and surface acoustic emotion on customer and employee audio data that makes it quick and easy for supervisors to identify coaching opportunities. 

Empower global contact centers with multi-language call transcription

Medallia can accurately transcribe nearly any language or dialect you work with, making it easy to get the best transcripts for your analytics needs. Get insights into overtalk and other meta-level events for visibility into your customers’ experiences with the business. Medallia can handle mono, stereo, and mixed audio stored on the cloud, from on-premises contact center audio, and more.

View call center metrics with role-optimized reporting

Save time and headaches with reports and dashboards that are optimized for each user or role in your organization, so you only see exactly the metrics and analytics you need to do your job. In Medallia Experience Cloud, we build out your organization hierarchy and configure access to certain data and reports according to each individual, ensuring you and your teams aren’t bogged down by extraneous details.