# MEDALLIA FOR CUSTOMER SERVICE Deliver the best customer and agent experiences with insights from conversations across all channels ## Are you listening to understand your customers... or to respond? There’s no shortage of outlets for your customers to communicate with you. With Medallia, you can take personalized action on insights from every conversation moments after the interaction. Our AI-powered emotion analysis highlights sentiment, pains, and emerging CX trends to resolve issues before they escalate. Conversation analytics trigger action-based alerts across your organization, empowering every team to drive better customer experiences across all touchpoints. [Learn more](https://www.medallia.com/platform/analytics/) ## Never miss another critical conversation #### Uncover conversations impacting KPIs Identify which customer-agent interactions are impacting FCR, AHT & CSAT to take action #### Coach with context on the moments that matter Improve agent performance across channels with actionable insights into failed touchpoints #### Solve for customer frustrations early Align conversation insights with feedback & cross-journey data to solve pains quickly and early #### Improve agent & organization compliance Automatically score all interactions to focus QM on critical conversations ## Cut through the noise with industry-leading analytics to drive action ### Speech Analytics Transcribe every call across dozens of languages with native speech-to-text processing to surface & solve for customer frustrations all while helping you meet your compliance needs [Learn more](https://www.medallia.com/platform/speech-analytics/) ### Text Analytics Uncover emerging trends, sentiment, themes & emotion across all interactions to proactively solve for customer pains and transparently coach agents to improve performance. [Learn more](https://www.medallia.com/platform/text-analytics/) ### Medallia AI Action intelligence enables you to perform easier root cause analysis and improve KPIs by turning customer, employee and product journey data into a 360-degree view to drive action across your organization. [Learn more](https://www.medallia.com/platform/athena/) ## Flip the script and turn your contact center into a profit center Unnecessary contact center interactions can be costly – we help you identify broken customer journeys to keep customers happy and spending more with your brand! Pinpoint key topics, phrases and themes from speech and text analytics to help drive retention and sales. With Medallia, understand your customer and empower your agents with next best actions aligned to customer needs, fueling more positive interactions and increased retention. ## “From a Contact Center perspective, surveys are just the tip of the iceberg. We’re exploring AI summarization, leveraging Speech and Text Analytics, and actively listening to calls to uncover key friction points. Combined with survey data, these insights help us piece together the full consumer journey and tell a more complete story.” Timothy Frazee, Executive Director of Consumer Experience, AdventHealth [Learn more](https://exp-now.medallia.com/video/experience-begins-in-the-contact-center/) ## Make your conversation data work for you in the contact center & beyond From the C-suite to the digital team to the frontline, Medallia gets the right insights, to the right people, at the right time to action on the root cause of customer frustration – everything from agent performance to broken digital journeys. ### Identify Next Best Action Empower your agents with customer journey insights prior to their call into the contact center. Give agents the knowledge to provide more personalized conversations & best next step suggestions. ### Near-Real Time Agent Coaching Reduce the time it takes to ramp new agents to full proficiency by 25%. Data is made available moments after every interaction for more [targeted coaching](https://www.medallia.com/products/agent-connect/agent-coaching/) & alerting for supervisors on key areas of compliance and more. ### Automated Scoring For Every Interaction Automatically score every customer-agent touchpoint and optimize manual [quality management](https://www.medallia.com/products/agent-connect/quality-management/) workflows and focus on the calls and chats that matter most. ## Data privacy isn’t a game, we have your customers' information on lock All personally identifiable information (PII) in our platform is cataloged and expunged via automation so it’s only viewable by those granted specified access rights on a need-to-know basis. This security measure empowers you to be confident that your customers personal data is secure while also allowing you to retain data in Medallia Experience Cloud so you can gain the full power of our platform. [Learn more](https://www.medallia.com/data-protection/) ## UMB Saved Millions & Improved Customer Loyalty with Conversational Intelligence ### 95% **of issues resolved in just two days.** ### 15% **increase in NPS in the first year.** ### 20% **increase in first call resolution.** [Watch the 6-min Video](https://exp-now.medallia.com/watch/exqwfAea6M8ddBb9B5UBqc) ## Integrate your contact center technology as easy as 1…2…3 Make the most of your contact center tech stack and Medallia with hundreds of out-of-the-box integrations, including Genesys, Amazon, and Salesforce. We empower high-performing contact centers to utilize their current CCaaS and CRM technologies, while applying our best-in-class analytics. Best of both worlds right? ## Success Stories [Case Study \ Rain automated processes and improved coaching to drive agent efficiency & customer loyalty\ Learn more](https://www.medallia.com/resource/rain-case-study/) [Case Study \ Choice Hotels achieves 7-figure revenue gain by improving global call center effectiveness\ Learn more](https://www.medallia.com/customers/choice-hotels/) [Case Study \ RingCentral replaced 10 systems with Medallia, enabling 7.8k+ employees to access feedback\ Learn more](https://www.medallia.com/customers/ringcentral/) ## See Medallia for Contact Centers in Action #### Oops… looks like we're having trouble. Please refresh the page and try again.