Medallia’s integrated solution connects contact center and digital experiences to help organizations reduce costs, improve agent performance, and enhance self-service. It identifies digital pain points that drive contact volume, boosts KPIs like NPS and first contact resolution, and empowers agents with insights into customers’ prior online behavior. With features like intelligent callbacks and automated quality management, it improves satisfaction and efficiency. Brightstar, using Medallia, cut calls per claim by 25%, increased online claims by 10%, and raised NPS by 25 points through real-time feedback and automation.

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