Understanding the omnichannel customer journey
Gaining an understanding of the omnichannel customer journey can make it easier to harmonize your marketing and customer service efforts across channe...
The Team at CallMiner
October 10, 2018
This week CallMiner announced a partnership with Medallia, the leader in Customer Experience Management cloud technology. The new partnership pairs CallMiner’s contact center engagement analytics with those of 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 valuable data is a key complement to solicited and unsolicited feedback captured across all customer touch points and journeys and made available to employees throughout the business by Medallia.
Medallia is the leader in Customer Experience Management cloud technology. Their vision is simple: to create a world where companies are loved by customers and employees alike. Hundreds of the world’s largest companies and organizations trust Medallia’s cloud platform to help them capture customer feedback everywhere the customer is, understand it in real-time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve their performance.
Bluegreen Vacation uses both CallMiner and Medallia. “Bluegreen Vacations strives to share happiness in every engagement with our customers,” said Jason Allison, Senior Vice President of Customer Service. “We combine the use of Medallia and CallMiner Eureka to optimize customer experience by comparing owner satisfaction survey feedback from Medallia to transcripts and audio from CallMiner for root-cause analysis. We also utilize solicited and unsolicited feedback from the respective solutions to ensure our customers are receiving a great customer experience.”
“Medallia enables companies to discover actionable insight from customer feedback to drive business decisions and improve customer experiences,” said Toni Adams, Vice President of Partnerships and Alliances for Medallia. “Our new 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.”
Paul Bernard, CallMiner President and CEO said, “Contact centers are an incredible source for unsolicited, candid feedback from customers in the moment of their experience. Combining this unstructured data with Medallia-supported direct feedback will empower CX professionals with remarkable CX insight, evidence of engagement impact on loyalty drivers, and resources for data driven root-cause analysis and action.”
Medallia will be a Silver sponsor at CallMiner’s upcoming customer engagement analytics conference, LISTEN 2018, October 23 – 25th. See complete sponsor, speaker and session line up and register today!
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