Overview

Medallia Contact Center Experience Suite is designed to enhance both customer and agent experiences by leveraging advanced analytics and AI. This platform captures and analyzes interactions across various channels, providing actionable insights to improve performance, reduce costs, and optimize quality management. It empowers contact centers to deliver exceptional service by understanding and acting on customer needs in real-time.

Features

Holistic View of Interactions

• Captures data from call audio, transcripts, chat logs, IVR, agent case notes, survey comments, and digital experiences.
• Provides a comprehensive view of every touchpoint. AI-Powered Analytics
• Uses AI to analyze interactions and uncover critical insights.
• Configurable alerts for emerging issues and at-risk customers. Real-Time Monitoring and Reporting
• Offers dashboards for tracking performance and identifying trends.
• Provides real-time updates and insights into contact center activities. Enhanced Customer Experience
• Anticipates customer needs and helps them in their preferred channels.
• Reduces call center volume by improving self-service opportunities. Agent Performance Optimization
• Provides detailed insights for coaching and quality management.
• Enhances agent engagement with personalized feedback and rewards. Fraud and Risk Management
• Identifies and prevents fraudulent activities.
• Initiates service recovery and churn prevention workflows.

Benefits

• Efficiency: Streamlines processes and reduces operational costs.
• Customer Satisfaction: Enhances customer experiences by addressing needs promptly.
• Agent Retention: Improves agent satisfaction and retention through better engagement and support.
• Risk Reduction: Mitigates risks by identifying and addressing issues in real-time.
• Actionable Insights: Empowers teams with data-driven insights to improve performance and decision-making.

Components

• Medallia Conversation Intelligence
• Medallia Agent Coaching
• Medallia Quality Management
• Medallia Intelligent Callback