Summary

The modern contact center represents an expansive wealth of experience data, with thousands of customer interactions occurring every day. By integrating Medallia and CallMiner, organizations can tap into a vast trove of unsolicited customer feedback flowing through interactions between customers and employees. Build rich customer profiles in real-time within Medallia Experience Cloud by unobtrusively capturing insight from every interaction, understanding how frontline staff represents your brand, and more intelligently targeting feedback efforts based upon data-driven conversational “moments of truth”.

What’s Included:
Bi-directional, real-time connector
Library of CX field extensions within Medallia, including direct links back to CallMiner recording analysis
Medallia reports that combine Medallia CX data with CallMiner CX scores and CX category tags
Medallia triggers and alerts based on output generated from CallMiner
Medallia survey scores embedded in CallMiner reporting and analytics
CallMiner Integration - Contact CenterCallMiner Integration- Feedback Detail