Medallia for
Contact Centers
Create memorable service experiences
Help your team help your customers
When customers need your help, they pay attention. With Medallia, you’ll empower your contact center teams to deliver memorable customer service experiences consistently, even in the most complex and rapidly changing environments.
Best Practice Package for Contact Centers
Get a best-in-class Contact Center CX program. Jumpstart your CX program with our Best Practice Package for Contact Center. This package brings together pre-configured CEM software, best practices, and services that meet your needs.
Identify obstacles and remove issues for your customers
Pinpoint issues within the call center or upstream by analyzing survey comments, chat logs, and call transcripts with our text analytics engine. Then use A/B testing to confirm and validate improvements needed. This prevents issues from recurring and reduces the number of repeat calls.
Built for a dynamic environment
The structure of your organization changes daily. With Medallia Experience CloudTM, the feedback is synced to your organizational reporting structure and gets to the right person.
Stop customer service failures in their tracks
Excellent customer service requires fast follow-up. Medallia lets you configure alerts to route positive and negative feedback for action, set escalation paths and time frames, track follow-ups, and capture root causes to get ahead of repeat issues. Managers can monitor it all to ensure customer service remains top priority.
Smarter coaching makes smarter teams
Use feedback from customers to enhance coaching. Managers and coaches can use this data to benchmark performance across teams and identify improvement opportunities. Integrations allow you to link customer feedback with associated call recordings for easy access.
Whitepaper
Build a Customer-Centric Culture
On their own, both company culture and management practices influence how employees behave with your customers. But when culture and practices align with the voice of the customer, we see the biggest benefits.
Download“We started with a very low, negative NPS. After using Medallia, we crossed the line into positive territory and are now in the double digits. As that happened, we have seen the number of calls decrease by 20 percent."
Max Nunziata
Chief Customer Experience Officer, Sunrise
Leading brands that use Medallia for Contact Centers
Key Features
See what you can do with Medallia for Contact Centers
Text Analytics
Identify key themes and root causes by analyzing comments, chat logs, and other text that captures the the voice of the customer in their own words.
Insights Suite
Find CX insights quickly and prioritize the most valuable improvement opportunities using statistical and regression analysis.
Ask Now
Get feedback on new service treatments and A/B tests using targeted survey questions and CX reporting for test and control groups.
Organization Sync
Automatically sync with changes to staffing and reporting structures so customer feedback is always assigned to the right person and team.
Close-Looped Action
Reinforce customer relationships with real-time alerts and case management workflows that help put out fires quickly and prevent future issues.
Health Check
Ensure every team is making the most of customer feedback by monitoring customer engagement, closed loop actions, and more.