San Francisco, CA, USA, Nov 16, 2020 -- Medallia, Inc. (NYSE: MDLA), a global provider in experience management and a member of Oracle PartnerNetwork (OPN), announced it plans to integrate with Oracle CX Service to deliver real-time feedback on what customers think and feel about customer service interactions with a brand. Seamless routing of real-time feedback from Medallia gives brands a deep understanding of which services are effective, satisfying and driving customer loyalty, and which services are in need of improvement to increase customer retention.
"Recent events have put in motion a new set of customer behaviors and requirements. Businesses need to react quickly in order to continue providing services and pick up on the signals customers are sending," said Rob Tarkoff, executive vice president and general manager, Oracle Cloud CX and Data Cloud. "With Oracle CX Service, and our work with partners like Medallia, we are helping brands make every customer interaction matter by providing our customers with the data they need to read and react to signals in real-time, and ultimately create lasting relationships with their customers."
Medallia’s planned integration with Oracle CX Service will allow brands to proactively understand their customer’s experience by capturing a range of feedback signals that include web surveys, messaging, video, and voice analytics after a service interaction.
"Now, more than ever, customer engagements must be frictionless for brands to build relationships, revenues and results, and customer service is a key area that is ripe for transformation right now. Our relationship with Oracle will arm service teams with customer intelligence they can use to turn service into revenue," said Leslie Stretch, chief executive officer for Medallia.
Posted by Veronica Silva Cusi, news correspondent
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).
Oracle’s solution for software companies enables companies to provide customer service and efficient sales operations, while helping to ensure ordering, fulfillment, and revenue recognition. With Oracle’s integrated software, companies can improve your ability to cross-sell and up-sell by centralizing customer information, as well as enhance the customer experience across all channels.
Published: Tuesday, November 17, 2020
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