Speech Technology Magazine

 

CallMiner and Medallia Announce Partnership to Empower Voice of the Customer Insights with Direct and Indirect Feedback

Partnership combines CallMiner contact center engagement analytics with Medallia's solicited feedback data.
Posted Oct 9, 2018
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CallMiner, a platform provider of speech and customer engagement analytics, announced a partnership with Medallia, the leader in Customer Experience Management cloud technology. The new partnership pairs CallMiner’s contact center engagement analytics with those of Medallia’s feedback solutions to provide comprehensive Voice of the Customer (VOC) insight within a cloud-based integrated offering.

CallMiner Eureka conversational analytics solutions are designed to monitor every contact center engagement to surface unsolicited customer feedback in the form of customer experience, Voice of the Employee (VOE), and brand loyalty commentary. This valuable data is a key complement to solicited and unsolicited feedback captured across all customer touch points and journeys, and made available to employees throughout the business by Medallia.

CallMiner Eureka captures data from every call. CallMiner speech analytics also enables unobtrusively persistent speed to CX insight with automated scoring for key performance indicators. CallMiner Eureka categorizes what callers and contact center agents are saying to provide a “CX pulse” captured from every dialog. Acoustic measures add sentiment insight for attention and focus. Innovative features such as organic discovery of trending issues expressed with voice, data-driven multichannel customer journey mapping, and secure redaction of sensitive data expand customer experience awareness with secure sharing confidence.

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