Contact center transformation is now at your fingertips with insights that can be democratized and shared across your organization to drive action and improve CX.
CONTACT CENTER SUITE
INSIGHTS & ANALYTICS
Empower your contact center to drive change organization-wide
100% data capture
Capture and analyze every customer and agent interaction & take action
Industry leading conversation analytics
Identify emerging trends, topics and sentiment to better understand customer needs
Share data across the organization
Democratize your data and share it with the department who can drive change
Score every interaction in the contact center
Most contact centers only score around 2% of interactions, with Medallia you achieve 100%
Say goodbye to missed insights & hello to complete, actionable feedback
Gain a complete view of every customer and agent interaction by taking advantage of our market-leading signal capture. We capture it all – call audio, transcripts, chat logs, SMS records, agent case notes, survey comments, social feedback and so much more.
Medallia automatically scores 100% of those interactions so you can focus your attention on where it’s needed most to improve experiences for your customers and agents.
Information is meant to be shared, remove mystery with data transparency
Analytics that drive across across your org
Our industry-leading Text Analytics with Natural Language Understanding and AI – natively powered by Athena, enables you to quickly identify emerging trends, sentiment and themes at scale so your agents and customers feel heard.
Customer feedback management made easy
Bring siloed feedback together to understand the challenges tied to each customer communication outlet with our best-in-class customer feedback management platform made for enterprise-wide actionable CX insights.