Medallia’s solution for digital and contact center teams integrates cross-channel insights to reduce operational costs, improve digital experiences, and boost engagement. By combining digital behavior data with contact center feedback, organizations can pinpoint friction points causing unnecessary calls and act swiftly. The platform captures 100% of interactions—calls, chats, emails, and social messages—using AI and transcription analytics to surface pain points. Employees are empowered with actionable insights to improve online task completion and customer satisfaction. This unified approach enables real-time service improvements while accelerating growth and reducing reliance on costlier channels.

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