May 03, 2011

New Medallia Contact Center Solution Delivers a Unified View of Customer Experience

Medallia captures the voice of the customer at every contact center touchpoint

PALO ALTO, Calif., May 3, 2011 — Medallia® (, the global leader in SaaS Customer Experience Management (CEM) solutions, today announced the latest release of its award-winning Medallia Contact Center Experience solution. Designed to help contact centers capture immediate customer feedback after every interaction, “Medallia Contact Center Experience”: gives organizations the best way to know what customers are truly thinking and what’s important to them. The solution distributes feedback throughout organizations, helping businesses improve agent performance, save at-risk customers with immediate notifications and workflow resolution management, and identify the levers that affect customer loyalty.

“Companies want their contact centers to deliver a uniformly great experience to customers, regardless of where in the world they are located,” said Borge Hald, co-founder and CEO of Medallia. “We designed our contact center solution to handle scale and complexity—providing a common platform that supports not only the scale of tens of thousands of users in contact centers and business units, but also the complexity of different surveys, languages, reports, alerts, escalation paths, and other dimensions.”

The latest release of Medallia Contact Center Experience offers new capabilities, including more granular reporting down to the agent level and tighter integration with other contact center applications through Medallia API. Specifically, companies can:

*Bring customer experience transparency to complex contact center environments.* Medallia helps businesses integrate and standardize customer experience information across contact center operations regardless of size and complexity. Programs, contact centers, teams, and geographies can be added, removed, or changed seamlessly as the organization changes. To encourage action, the user interface and data access are specifically tailored to each user’s responsibilities. A supervisor can compare team members’ results; a channel manager can compare satisfaction with phone, web, and email support; and a director can compare performance among center locations.

*Use Medallia’s analytics to understand trends and correlate traditional contact center metrics with customer loyalty.* Medallia provides up-to-the-minute customer feedback data and can configure reports to meet different users’ needs. In addition to trending customer experience data, Medallia imports traditional contact center metrics such as handle time, hold time, and first call resolution from other systems. By correlating the relationship between traditional operational metrics with Medallia’s insightful customer feedback, companies see how driving these metrics affects customers’ experiences and loyalty.

*Integrate real-time data with other contact center systems.* Through a well-developed, public API, Medallia provides real-time integration with other contact center applications such as CRM, IVR, performance management, and workforce optimization systems. Companies can leverage integration capabilities to trigger surveys immediately after a call (instead of the typical 24-hour waiting period), sync CRM tickets with at-risk customers, and tie IVR recordings directly to the feedback record.

*Recover at-risk customers.* Medallia Contact Center Experience alerts managers instantly when customers report problems. Through the Medallia platform, managers can engage directly with unhappy customers within minutes after a problem occurs. Follow-up activities are tracked, analyzed, and shared with managers and coaches.

Many global enterprise companies have deployed Medallia Contact Center Experience to improve customer service and loyalty, including:
• A business travel services provider that uses Medallia to aggregate data feeds from 25 regions and send out seven different questionnaires in 15 languages to more than 3,000 frontline users, which has led the company to identify 4,500 at-risk customers per year.
• A Fortune 500 apparel company that uses Medallia to improve the customer experience across in-house and outsourced contact center operations, and has increased first call resolution by 9 percent.
• A leading financial services firm that integrated data from 15 data warehouses into a single platform that key stakeholders could access, and has increased customer satisfaction by 8 percent.

Medallia Contact Center Experience received the 2010 Product of the Year Award from Technology Marketing Corporation’s Customer Interaction Solutions magazine, a leading publication covering customer relationship management, call centers, and teleservices.

On May 24th at 10am Pacific Time, Medallia will conduct a live web event to share best practices for driving contact center customer experience improvements and to show how to leverage Medallia Contact Center Experience to improve agent performance, save at risk customers and identify critical levers that affect customer loyalty.