PALO ALTO, California, May 8, 2014 ‹ Medallia® (www.medallia.com), the global leader in SaaS Customer Experience Management (CEM) solutions, announced today it has signed an agreement with Verizon Communications (NYSE, NASDAQ: VZ) (www.verizon.com) to unify customer feedback across Verizon¹s wireline, wireless and enterprise business units.
Medallia enables companies to capture customer feedback everywhere the customer is, across Web, social, mobile, and contact center channels, understand the feedback in real-time, and take action to improve.
Verizon selected Medallia for its solution that captures Voice of the Customer feedback from millions of customers each day to deliver intuitive real-time insights and actions back to employees, enabling them to rapidly identify issues, improve processes, and resolve problems — leading to improved customer retention.
The Medallia solution for Verizon includes:
• Scalable, Unified Customer Experience Management Platform: Medallia’s solution will capture, understand and enable companies to act on customer feedback at scale, across millions of customers, and provide insights and actions to teams across the organization in real-time.
• Finding trouble spots: Medallia’s CEM platform will provide a unified view of Verizon customer issues and opportunities, highlighting to executives the specific areas for investment and improvement.
• Frontline engagement: Medallia will provide Verizon’s customer-facing employees with the tailored information they need to take action to improve experiences and “close the loop” on open call center tickets.
• Cross business-line view: Medallia seamlessly manages the complexity of a cross-channel, cross-business line program enabling Verizon to focus on customer-service enhancement rather than application and tools.
“We’re very excited to work with Verizon,” said Borge Hald, Medallia’s co-founder and CEO. “Ensuring that customers have a great experience and become loyal advocates of the company is a critical competitive advantage for telecommunications services providers. We look forward to helping Verizon wire their enterprise with customer feedback, insights and actions that will engender enhanced customer satisfaction and retention. ”
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About Medallia
Medallia® is the Customer Experience Management (CEM) company that is trusted by hundreds of the world’s leading brands, including Four Seasons, GE, Marriott International, Nordstrom, Sephora, and Zurich Insurance. Medallia’s Software-as-a-Service (SaaS) application enables companies to capture customer feedback across Web, social, mobile, and contact center channels, understand it in real-time, and take action everywhere ‹ from the C-suite to the frontline ‹ to improve the customer experience (CX). Founded in 2001, Medallia has regional headquarters in Silicon Valley, London, and Buenos Aires. Learn more at www.Medallia.com and follow us at blog.medallia.com, on Twitter @Medallia, and on Facebook.com/MedalliaInc.
©2014 Medallia, Inc. Medallia is a registered trademark of Medallia, Inc. Other brand names may be trademarks of their respective owner(s). Information is subject to change without notice. All rights reserved.
