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CallMiner and Medallia Partner to Empower Voice of the Customer Insights with Direct and Indirect Feedback

CallMiner, provider of a platform for speech and customer engagement analytics, is partnering with Medallia, a provider of customer experience management cloud technology. The new partnership combines CallMiner’s contact center engagement analytics with analytics from Medallia’s feedback solutions to provide comprehensive Voice of the Customer (VOC) insight within a cloud-based integrated offering.

CallMiner Eureka conversational analytics solutions are designed to monitor every contact center engagement to surface unsolicited customer feedback in the form of customer experience, Voice of the Employee (VOE), and brand loyalty commentary. This data is complementary to solicited and unsolicited feedback captured across all customer touch points and journeys, and made available to employees throughout the business by Medallia.

Medallia enables companies to gain insight from customer feedback to drive business decisions and improve customer experiences, said Toni Adams, vice president of Partnerships and Alliances for Medallia.  The 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, Adams added.

CallMiner Eureka captures data from calls, creating a resource that provides contextual awareness from an outside-in perspective, making it easier to identify the “why” behind a CX issue. CallMiner speech analytics also enables persistent speed to CX insight with automated scoring for key performance indicators. CallMiner Eureka categorizes what callers and contact center agents are saying to provide a “CX pulse” captured from every dialog. Acoustic measures add sentiment insight for attention and focus, while features such as organic discovery of trending issues expressed with voice, data-driven multichannel customer journey mapping, and secure redaction of sensitive data expand customer experience awareness.

Contact centers are a rich source of unsolicited, candid feedback from customers in the moment of their experience, observed Paul Bernard, CallMiner president and CEO. Combining this unstructured data with Medallia-supported direct feedback will enable CX professionals to achieve greater insight, understand engagement impact on loyalty drivers, and gain resources for data driven root-cause analysis and action.

For more information about Medallia, visit www.medallia.com.

For more information about CallMiner, visit www.callminer.com.

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