March 27, 2024

Verizon Intelligent Call Back Capabilities Powered by Mindful by Medallia Now Available on Calnet

SACRAMENTO, Calif. – March 27, 2024– Verizon announced today that state agencies in California can now procure Mindful by Medallia, a citizen-led callback scheduling and virtual queue solution, through Verizon’s suite of contact center services, now listed in the Calnet DNCS (Calnet NG) under the Category 27 contract vehicle. Verizon partners with Mindful by Medallia to offer these callback options to alleviate citizens waiting on hold, free up infrastructure, and increase citizen satisfaction.

“At Verizon Business, our mission is to deliver cutting edge technologies and innovations, helping to empower our public sector partners to better their stakeholders and constituents,” said Jay LaValley, senior director for Verizon Public Sector’s west region. “Nobody likes to wait on hold, especially when they’re in need of a critical service. By adding Verizon’s Voice Call Back (VCB) services to the Calnet contract, California has said yes to its residents by giving state employees improved tools to do their jobs.”

“By eliminating unnecessary hold time and repeat calls even the most complex government call centers can unlock significant cost savings,” said Lee Becker SVP and Executive Advisor at Medallia. “This creates more meaningful interactions between citizens and their government.” 

Through the enhanced technologies and capabilities associated with Verizon Call Back (VCB) services, like increased workforce efficiency, improved customer experience and a reduced number of abandoned calls, agencies utilizing Verizon’s service can better serve state residents through alleviating call center volume and by reducing hold times, saving valuable taxpayer dollars and boosting agency efficiency.

For more information on Verizon’s public sector initiatives across California, please visit:

About Verizon 

Verizon Communications Inc. (NYSE, Nasdaq: VZ) was formed in 2000 and is one of the world’s leading providers of technology and communications services. Headquartered in New York City and with a presence around the world, Verizon generated revenues of $134.0 billion in 2023. The company offers data, video and voice services and solutions on its award-winning networks and platforms, delivering on customers’ demand for mobility, reliable network connectivity, and security.

About Medallia 

Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the leading enterprise experience platform, Medallia Experience Cloud is the mission-critical system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment. For more information visit

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PR Contact:

Jenny Zehentner