Overview

Mindful by Medallia is an intelligent callback and voice survey solution designed to enhance customer experiences by eliminating hold times and providing customers with the flexibility to engage on their own terms. This platform helps balance call volumes, optimize contact center performance, and improve key experience metrics such as First Call Resolution (FCR), Average Handle Time (AHT), and Net Promoter Score (NPS). By integrating seamlessly with existing contact center technologies, Mindful ensures a smooth and efficient customer service experience.

Features

Intelligent Callback

• Removes hold times by allowing customers to schedule callbacks.
• Ensures customers can connect with agents at their preferred times. Voice Surveys
• Collects customer feedback through automated voice surveys.
• Provides insights into customer satisfaction and service quality. Mindful Scheduler
• Allows customers to get in queue for a callback directly from websites, chatbots, or digital assets.
• Simplifies the process of scheduling callbacks. SMS-Based Notifications
• Sends SMS notifications for callback scheduling and updates.
• Ensures customers are informed and can make changes as needed. Platform Agnostic
• Integrates with both legacy on-prem systems and cloud-based CCaaS solutions.
• Expedites time to launch and delivers fast time to value.

Benefits

• Customer Satisfaction: Enhances customer experiences by eliminating hold times and providing flexible engagement options.
• Operational Efficiency: Balances call volumes and optimizes contact center performance.
• Agent Productivity: Maximizes agent occupancy while providing a hold-free experience for customers.
• Flexibility: Allows customers to schedule callbacks and receive updates via SMS, ensuring convenience and satisfaction.