Experience Management Leader Medallia to Acquire Contact Center Coaching Automation Platform, Stella Connect
San Francisco, CA, USA, Sept, 2020 -- Medallia, Inc. (NYSE: MDLA), a global provider in experience management, announced it has entered into a definitive agreement to acquire Stella Connect, a real-time feedback, coaching and quality management platform for customer service teams.
"At Stella Connect, we believe that customer service agents are vital, high value professionals who can provide great customer experiences. With Medallia, we will be able to connect agent coaching to feedback and accelerate our vision to play bigger and faster than we could have ever imagined," said Jordy Leiser, co-founder and chief executive officer of Stella Connect. "Bringing our solutions together will create an incredibly exciting and comprehensive platform to transform the old economy contact centers to the virtual customer service teams they aspire to become."
"Combining Stella Connect with Medallia Experience Cloud and Medallia’s new Speech technology creates the work from anywhere contact center. Increased automation of contact center workflow lets agents focus on higher value, higher priority interactions addressing industry wide high staff turnover," said Leslie Stretch, president and chief executive officer of Medallia. "With Stella and Medallia we can turn contact centers into virtual service centers by connecting feedback to coaching action in live time."
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Monday, September 7, 2020
ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today.