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

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Partnership combines CallMiner contact center engagement analytics with Medallia’s solicited feedback data.

WALTHAM, MA – Oct 9, 2018 – CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced today 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. 

“Bluegreen Vacations strives to share happiness in every engagement with our customers,” said Jason Allison, Senior Vice President of Customer Service. “We combine the use of Medallia and CallMiner Eureka to optimize customer experience by comparing owner satisfaction survey feedback from Medallia to transcripts and audio from CallMiner for root-cause analysis. We also utilize solicited and unsolicited feedback from the respective solutions to ensure our customers are receiving a great customer experience.”

“Medallia enables companies to discover actionable insight from customer feedback to drive business decisions and improve customer experiences,” said Toni Adams, Vice President of Partnerships and Alliances for Medallia. “Our new partnership with CallMiner will enrich VOC and VOE feedback for Medallia customers with unsolicited dialog and sentiment insight, awareness for how agents support loyalty drivers, and interaction data for creative survey outreach.”

CallMiner Eureka comprehensively captures data from every call. This insight-rich resource provides unique contextual awareness from an outside-in perspective, making it easier to identify the “why” behind a CX issue. CallMiner speech analytics also enables unobtrusively persistent speed to CX insight with automated scoring for key performance indicators. CallMiner Eureka efficiently 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.

Paul Bernard, CallMiner President and CEO said, “Contact centers are an incredible source for unsolicited, candid feedback from customers in the moment of their experience. Combining this unstructured data with Medallia-supported direct feedback will empower CX professionals with remarkable CX insight, evidence of engagement impact on loyalty drivers, and resources for data driven root-cause analysis and action.

For more information about how speech analytics technology should be leveraged by CX professionals, refer to The CX Pro’s Guide to Speech Analytics in the CallMiner Learning Center.

Medallia will be a Silver sponsor at CallMiner’s upcoming customer engagement analytics conference, LISTEN 2018. For more information about Medallia, visit www.medallia.com.

For more information about CallMiner, visit www.callminer.com.

About Medallia

Medallia, the leader in Customer Experience Management cloud technology, achieved records across most key operating and financial metrics in the past year, and is experiencing rapid and accelerating customer growth.

Medallia’s vision is simple: to create a world where companies are loved by customers and employees alike. Hundreds of the world’s largest companies and organizations trust Medallia’s cloud platform to help them capture customer feedback everywhere the customer is, understand it in real-time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve their performance. Medallia has offices worldwide, including in Silicon Valley, New York, Washington DC, London, Buenos Aires, Paris, Sydney, and Tel Aviv. Learn more at www.medallia.com.

About CallMiner

CallMiner empowers organizations of any size to extract and take action on intelligence from customer interactions for improving customer experience, sales, marketing, compliance, as well as agent and customer engagement center performance. Highlighted by multiple customer achievement awards, including eight Speech Technology implementation awards in the past six years, CallMiner was recently named a leader in the industry analyst report Forrester New WaveTM: AI-Fueled Speech Analytics Solutions, Q2 2018. www.callminer.com.

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