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News : Experience Management Leader Medallia to Acquire Contact Center Coaching Automation Platform, Stella Connect

#contactcenterworld, @medallia, @stellaservice

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."


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"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."

#contactcenterworld, @medallia, @stellaservice

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


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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About Stella Connect:
Company LogoStella Connect captures real-time, agent-level customer feedback after every service interaction. Our humanized and gamified feedback requests generate response rates of up to 50%, giving companies deep visibility into agent performance. Customers can rate agents, leave comments about their experience, suggest rewards or make recommendations for areas of improvement. Feedback is shared directly with agents and team leaders in real-time via streams, dashboards and performance leaderboards. This agent-focused approach motivates and engages front-line teams and transforms coaching and QA programs
Company RSS Feed   Company Twitter   Company Profile Page

Today's Tip of the Day - Every Contact Counts

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

Published: Monday, September 7, 2020

Printer Friendly Version Printer friendly version

2021 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.

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.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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