Overview

Medallia Conversation Intelligence is designed to deliver the best customer and agent experiences by providing insights from conversations across all channels. This solution leverages AI-powered emotion analysis to highlight sentiment, pains, and emerging customer experience trends, enabling organizations to resolve issues before they escalate. By capturing and analyzing interactions, Medallia Conversation Intelligence helps improve agent performance, ensure compliance, and drive better customer experiences.

Features

• Transcribes every call across dozens of languages in real-time.
• Surfaces and solves customer frustrations while ensuring compliance. Text Analytics
• Uncovers emerging trends, sentiment, themes, and emotions across all interactions.
• Proactively solves customer pains and transparently coaches agents to improve performance. AI-Powered Emotion Analysis
• Highlights sentiment, pains, and emerging customer experience trends.
• Resolves issues before they escalate. Real-Time Monitoring and Reporting
• Provides dashboards for tracking performance and identifying trends.
• Offers real-time updates and insights into contact center activities. 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.