Medallia Xchange

Contact Center: Speech Analyzer

By: apps

Transform contact center conversations into action

Business Impact

Increase Revenue Growth - By surfacing agent behaviors that are most impactful or lead to a positive call outcome, Medallia Speech can help improve customer retention and increase revenue growth.
Reduce Churn - Improved customer experiences can lead to increased customer retention, resulting in reduced churn rates.
Increase Cross-Sell/Upsell - By identifying areas for improvement in agent behavior, Medallia Speech can help agents provide a better experience, leading to increased cross-sell and upsell opportunities.
Decrease Cost to Serve - By automating quality assurance processes and reducing the time spent on calls, Medallia Speech can help decrease the cost to serve customers.
Increase Agent Efficiency - Medallia Speech can help agents become more efficient by identifying areas for improvement in their behavior and providing personalized coaching

Overview

Medallia Speech enables your business to get transcriptions in dozens of languages and analyze that data in real-time. AI-powered speech analytics automatically surface customer pain points, agent performance, customer satisfaction, and drive improvement in KPIs like FCR, estimated NPS, and custom KPIs. With Medallia's speech capabilities, you can spend less time sifting through transcripts and spend more time improving processes and coaching agents.

APP TYPE: Program

SUITE:

INDUSTRY: All Industries

LANGUAGES: EnglishFrenchGermanSpanishPortugueseJapaneseItalianCustom Translations Available

WHAT'S INCLUDED:

Role-based reporting dashboards for Contact Center Admin, Executive, and Insights
Track key Speech metrics including overall call quality, overall caller experience, and detailed metrics like call duration, handle time, hold time, overtalk
Additional reports, text analytics, and custom metrics supporting agent-level and shift-level quality monitoring
In-depth text analytics identify themes and trends across all speech records with the use of AI and machine learning

apps

About This Provider

Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the No. 1 enterprise experience platform, Medallia Experience Cloud is the experience system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment. Learn more about our values.

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