Medallia for Government Contact Centers enables agencies to capture and analyze 100% of customer and agent interactions using AI, sentiment analysis, and machine learning to uncover actionable insights and improve efficiency. The platform helps reduce call volume through intelligent callbacks, optimize QA processes, and identify systemic issues for near-real-time resolution. Tools like Mindful further enhance experiences with virtual hold, SMS alerts, and personalized scheduling, cutting wait times and improving agent readiness. These features support seamless, citizen-centric journeys while empowering staff and reducing operational costs.

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