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News : CallMiner and Medallia Announce Partnership to Empower Voice of the Customer Insights

#contactcenterworld, @CallMiner, @medallia

Waltham, MA, USA, Oct, 2018 -- CallMiner, a provider of speech and customer engagement analytics, announced  a partnership with Medallia, a provider 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.

"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."

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."

#contactcenterworld, @CallMiner, @medallia

Posted by Veronica Silva Cusi, news correspondent
Source: https://callminer.com


About CallMiner:
Company LogoCallMiner is a provider of enterprise speech analytics. CallMiner believes that resolution is the fundamental driver of positive customer experiences. With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, including six Speech Technology awards in the past four years, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum.
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About Medallia:
Company LogoMedallia® is the Customer Experience Management (CEM) company that is trusted by hundreds of the world's leading brands, including Four Seasons, GE, Gold's Gym, Sephora, and Zurich Insurance. We enable companies to survey and capture customer feedback across Web, social, mobile, and contact center channels, understand it in real-time, and take action to improve the customer experience (CX).
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Today's Tip of the Day - Using Suppliers – Be Safe, Not Sorry!

Read today's tip or listen to it on podcast.

Published: Friday, October 12, 2018

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2020 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608
 
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