CallMiner and Medallia Join Forces to Improve Customer Experience

CallMiner, a provider of a platform for speech and customer engagement analytics, is partnering with Medallia, a provider of customer experience management cloud technology. The partnership combines CallMiner’s contact center engagement analytics with analytics from Medallia’s feedback solutions to provide VoC insight within a cloud-based integrated offering.
CallMiner’s conversational analytics platform, Eureka, is designed to monitor every contact center engagement to gather unsolicited customer feedback in the form of customer experience, Voice of the Employee (VoE) data, and brand loyalty commentary. Eureka works by capturing data from calls to create contextual awareness from an outside-in perspective. This makes it easier to identify the reasons for customer experience problems.
In addition, Eureka’s speech analytics provide customer experience insight with automated scoring for key performance indicators. Acoustic measures add sentiment insight for attention and focus, and features such as organic discovery of trending issues, data-driven customer journey mapping, and secure redaction of sensitive data expand customer experience awareness. Overall, this data complements solicited feedback captured from various customer touchpoints and journeys.
Medallia comes in by making much of this data available to employees. The company uses its SaaS platform, Medallia Experience Cloud, to understand customer feedback of all types and distribute real-time insight to CallMiner associates. Using unsolicited dialogue, sentiment insight, awareness of loyalty drivers, and interaction data for creative survey outreach, the company enables CallMiner to make better business decisions and improve customer experiences.
“Medallia enables companies to discover actionable insight from customer feedback,” says Toni Adams, Vice President of Partnerships and Alliances at Medallia. “Our new partnership with CallMiner will enrich VoC and VoE feedback.”
“Contact centers are an incredible source for unsolicited, candid feedback from customers in the moment of their experience,” says Paul Bernard, President and CEO of CallMiner. “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.”