#contactcenterworld, @CogitoCorp, @medallia
Boston, MA, USA, Aug 2, 2023 - Cogito, a provider in real-time coaching and guidance for the enterprise, announced a partnership with Medallia to deliver improvements in enterprise contact center experiences for both customers and agents. Partnering with Medallia, Cogito will integrate with the enterprise experience platform, enabling bi-directional data flow to enable more customized real-time agent guidance cues and millions of new data points on customer behavior in every call, which can be pushed to enhance Medallia’s customer journey analytics.
"Consumer expectations for better customer service continue to rapidly increase," said Joshua Feast, CEO and Co-Founder of Cogito. "At the same time, an influx of new data, channels and emerging technologies has led to increased complexities for enterprise contact centers. By partnering with Medallia, we’re reducing friction by improving both the employee experience and the customer experience, driving more long-term business value from every service interaction."
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The partnership between Cogito and Medallia will afford both companies a more holistic view of each customer, including visibility into how they prefer to be engaged across channels. By gaining access to Medallia’s comprehensive customer insights, the accuracy and relevancy of Cogito’s real-time cues are also improved, arming agents to more effectively assist customers across each interaction – leading to a direct positive impact on costs-per-customer, conversion and CSAT scores.
"By combining omnichannel customer insights and sentiment analysis with Cogito’s real-time coaching, we’re giving enterprise contact center agents the resources to provide a better, more seamless experience," said Alex Glanz, EVP of Strategy for Medallia. "Together, our integrated solutions will enhance the quality of each customer interaction and lead to increased loyalty, reduced costs and overall improved business performance."
Posted by Veronica Silva Cusi, news correspondent
Cogito enhances the emotional intelligence of phone professionals by applying behavioral science through artificial intelligence and machine learning. Cogito’s software analyzes conversational dynamics to provide live guidance for agents and a real-time measure of customer experience for every call. Cogito is helping the world’s most successful enterprises improve sales results, deliver amazing service, and enhance quality of care. Cogito is a venture-backed software company located in Boston, MA.
Medallia® 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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