Medallia - Detailed Review
Speech Tools
Medallia - Product Overview
Medallia Speech
Medallia, a leading provider of customer experience management solutions, offers a powerful tool in its Speech Tools category through Medallia Speech.
Primary Function
Medallia Speech is an AI-driven product that combines real-time voice transcription and speech analytics. Its primary function is to analyze and provide insights from customer interactions, particularly in contact centers. This tool transcribes 100% of calls, capturing detailed metrics such as time, emotion, and gender, and calculates attributes like silence, over-talking, clarity, emotion, and tone.
Target Audience
Medallia Speech is targeted at large enterprise businesses, mid-sized companies, and organizations across various industries, including retail, hospitality, financial services, healthcare, and more. These businesses use Medallia to improve their customer experience strategies and operational efficiencies.
Key Features
Real-Time Transcription and Analytics
Medallia Speech uses AI and machine learning to transcribe calls in real-time and analyze the content to identify key themes, sentiments, and customer needs.
Speech Attributes
The tool assesses talk time, silence, overtalk, and acoustic emotion throughout conversations between agents and customers, helping to improve agent performance and customer satisfaction.
Operational Efficiency
It provides detailed information on contact center performance against key performance indicators (KPIs) such as first contact resolution and average handle time, down to the agent level.
Cross-Channel Insights
Medallia Speech integrates with the Medallia Experience Cloud, allowing businesses to combine voice insights with feedback and data analytics from other channels for a comprehensive view of the customer journey.
Actionable Insights
The tool identifies areas for agent training, highlights successful habits for renewals and sales, and predicts customers who need attention, enabling businesses to take immediate action to improve customer experiences and reduce churn.
By leveraging these features, Medallia Speech helps organizations optimize their contact center operations, improve agent performance, and drive meaningful improvements in customer satisfaction and loyalty.
Medallia - User Interface and Experience
User Interface
The user interface of Medallia Speech is characterized by its user-friendly and intuitive design. Users can easily access and analyze call transcripts, speech analytics, and other relevant metrics through a clear and organized dashboard. This dashboard provides a centralized hub where users can view and interact with various data points, such as call transcripts, emotion tracking, and other acoustic metrics like silence, over-talking, and clarity.
Ease of Use
Medallia Speech is designed to be easy to use, even for those without extensive technical backgrounds. The platform leverages AI and machine learning to automate many processes, such as transcription and sentiment analysis, which reduces the need for manual intervention. This automation allows users to quickly and efficiently gain insights from customer interactions without having to sift through large amounts of data manually.
Overall User Experience
The overall user experience is enhanced by the integration of Medallia Speech with other Medallia tools, such as Medallia Action Intelligence and text analytics. This integration provides a comprehensive view of the customer experience across multiple channels, enabling users to make data-driven decisions. The platform also supports closed-loop feedback processes, allowing businesses to follow up with customers and track the progress of issue resolution, which fosters a positive and engaging experience for both users and customers.
Additional Features
Medallia Speech includes features like multi-language call transcription, real-time analytics, and acoustic sentiment analysis. These features make it easier for supervisors to identify coaching opportunities for agents and to improve overall contact center performance. The platform’s ability to handle various audio formats and languages adds to its usability and versatility.
Conclusion
In summary, Medallia Speech offers a user-friendly interface, ease of use, and a comprehensive user experience that facilitates efficient analysis and action on customer feedback.
Medallia - Key Features and Functionality
Medallia’s Speech Analytics Tool
Medallia’s Speech analytics tool, part of the Medallia Experience Cloud, is a powerful AI-driven product that offers several key features to enhance customer experience, agent performance, and operational efficiency. Here are the main features and how they work:
Real-Time Voice Transcription
Medallia Speech can transcribe 100% of calls in real-time, converting voice interactions into text. This feature is supported by a scalable speech-to-text engine that can handle rapid shifts in call volume while maintaining high accuracy and predictable operating costs.
Multi-Language Support
The tool can transcribe and analyze calls in dozens of languages and dialects, making it highly effective for global contact centers. This capability ensures that businesses can gain insights from customer interactions regardless of the language spoken.
Speech Analytics
Medallia Speech uses AI-powered speech analytics to capture rich metrics such as time, emotion, gender, and other attributes from audio data. It includes spectral-level speech analytics to detect talk time, silence, overtalk, and vocal emotion. This helps in identifying coaching opportunities for agents and improving overall customer satisfaction.
Acoustic Sentiment Analysis
The tool employs acoustic models to analyze how people sound, deriving metrics such as silence, overtalk, clarity, and acoustic emotion. This goes beyond traditional transcript-based analysis, providing deeper insights into customer and agent interactions.
Agent Performance Optimization
Medallia Speech assesses agent performance by analyzing talk time, silence, overtalk, and acoustic emotion throughout conversations. This helps managers identify which agents need additional support and training, and which agents can assist in coaching and mentoring others.
Customer Satisfaction and Pain Points
The tool automatically surfaces customer pain points, agent performance, and customer satisfaction. It uses AI-powered text analytics to understand call reasons and agent responses, helping businesses to quickly identify areas for improvement and take immediate action.
Predictive and Prescriptive Analytics
Medallia Speech integrates with Medallia Action Intelligence to provide predictive and prescriptive analytics. This helps in identifying customers who need attention and gives agents actionable suggestions to improve customer experiences. It also predicts and prevents unwanted outcomes such as customer churn by alerting teams to key moments and trends.
Cross-Channel Reporting
The tool provides unified cross-channel reporting, combining voice insights with feedback and data analytics from other channels such as digital, video, and social media. This gives businesses a comprehensive view of the end-to-end customer journey.
AI Coaching
Medallia Speech includes AI Coaching features that provide automated scores, real-time actionable agent feedback, and auto-completed evaluation forms. This helps supervisors optimize agent training and performance, even in remote work environments.
Operational Efficiency
By providing detailed information on key performance indicators (KPIs) such as first contact resolution and average handle time, Medallia Speech helps contact centers optimize their performance. It identifies improvements for handling issue responses and enables contact centers to meet and exceed defined performance objectives.
Revenue Generation
The tool pinpoints areas for training agents on handling calls related to churn and highlights habits of agents who are successful with renewals or selling additional products and services. This integration with other experience signals helps agents understand which customers would be receptive to up-sell and cross-sell offers.
Conclusion
In summary, Medallia Speech leverages AI and machine learning to transform voice interactions into actionable insights, enhancing customer satisfaction, agent performance, and operational efficiency across multiple channels.
Medallia - Performance and Accuracy
Performance
Medallia Speech is praised for its scalability and efficiency in handling large volumes of calls. Here are some highlights:Key Highlights
- It can process every voice interaction with automatic scaling, ensuring predictable operating costs even during rapid shifts in call volume.
- The platform boasts high accuracy in transcription, with a best-in-class transcription accuracy that ensures the completeness of reporting and high-quality results of text analytics.
- Medallia’s speech-to-text engine can handle hundreds of millions of records without performance degradation, with load times of less than a second.
Accuracy
The accuracy of Medallia Speech is supported by several advanced analytics capabilities:Advanced Analytics Features
- It uses AI-powered text analytics to identify call reasons, themes, topics, customer effort, and actionable suggestions from call transcripts.
- The platform includes spectral-level speech analytics to detect talk time, silence, overtalk, and vocal emotion, providing deep insights into agent-customer interactions.
- Medallia’s native speech-to-text technology has a high accuracy rate of over 90%, which is crucial for reliable insights.
Analytics Capabilities
Medallia Speech combines two levels of analytics:Types of Analytics
- Spectral-level speech analytics for detecting acoustic attributes like talk time, silence, overtalk, and vocal emotion.
- Transcript-level text analytics to identify call reasons, themes, customer effort, sentiment, and actionable suggestions.
Limitations and Areas for Improvement
While Medallia Speech is highly regarded, there are some limitations and areas where it could improve:Challenges
- Complexity and Learning Curve: Implementing and managing Medallia can be complex and time-consuming, with a steeper learning curve compared to some alternatives. This makes it more suitable for larger organizations with dedicated VOC and CX teams.
- Customization: Some users find the customization options limited, particularly for highly tailored survey tools and reporting, which can be a drawback for organizations needing more flexibility.
- Cost: Medallia is an enterprise-level tool with pricing that increases with add-ons and premium features, making it less accessible to mid-market and small to medium-sized businesses.
- Customer Support: There have been reports of slow and often delayed customer support, which can be a significant issue for organizations requiring prompt assistance.
Medallia - Pricing and Plans
Pricing Structure Overview
Medallia’s pricing structure, particularly for its AI-driven products like the Speech Tools, is based on a unique and flexible model known as the Experience Data Record (EDR) pricing.
Key Concepts
- Experience Data Record (EDR): This is the core of Medallia’s pricing model. An EDR includes all data associated with a discrete interaction between a customer (or employee) and a company. This encompasses various types of data such as call transcripts, notes, survey responses, and more.
Pricing Model
- Medallia does not publicly disclose specific pricing details on their website. Instead, they offer customized quotes based on the client’s needs. This approach ensures that the pricing is flexible and scalable to meet the varying requirements of different organizations.
Features Included
- Comprehensive Signal Capture: Medallia captures a wide range of signals including surveys, speech, social signals, digital feedback, and video feedback.
- Industry-Leading Analytics: The platform includes advanced analytics such as Athena AI, text analytics, speech analytics, and survey analytics. These analytics are applied to both structured and unstructured data.
- Workflows and Reporting: Features include unlimited users, personalized role-based reporting, automatic alerting, case management, and closed-loop feedback.
- Security and Self-Service: The platform offers anti-cheating engines, PII detection and redaction, developer portals, admin suites, and sandboxes.
Speech Tools Specifics
- Medallia Speech: This tool provides transcriptions in dozens of languages and real-time analysis using AI-powered speech analytics. It helps in identifying customer pain points, agent performance, and customer satisfaction, and drives improvements in KPIs like First Call Resolution (FCR) and Net Promoter Score (NPS).
Tiers and Plans
- While Medallia does not list specific tiers or plans publicly, their pricing is structured in annual tiers based on the EDR model. This model ensures simplicity, transparency, and predictability in the total cost of ownership.
Free Options
- There are no free plans specifically mentioned for the Medallia Experience Cloud or its Speech Tools. The pricing is customized and based on the client’s specific needs and usage.
In summary, Medallia’s pricing is centered around the EDR model, which includes a comprehensive set of features and analytics without additional costs for each component. The exact pricing is determined through customized quotes based on the client’s requirements.
Medallia - Integration and Compatibility
Medallia Overview
Medallia, a comprehensive experience management platform, integrates seamlessly with a variety of tools and platforms, ensuring compatibility across different devices and systems. Here are some key points on its integration and compatibility:
Cross-Platform Integration
Medallia integrates with several popular business tools, including Salesforce, Adobe, and ServiceNow. This integration allows businesses to access insights and data within the systems they already use, eliminating the need to switch between different platforms.
Multi-Channel Data Collection
Medallia gathers feedback from multiple channels such as email, websites, apps, mobile messaging, IoT connected devices, software applications, calls, chat, and social review sites. This cross-channel data collection ensures a holistic view of customer and employee experiences.
Contact Center Integrations
For contact centers, Medallia’s speech analytics can integrate with existing call center systems to analyze conversations in real-time. This includes multi-language call transcription and acoustic sentiment analysis, which can be integrated with tools like LivePerson to collect and analyze post-conversation surveys.
Self-Service Capabilities
Medallia offers extensive self-service capabilities, allowing users to create survey programs, manage changes, generate role-based reports, and control user access. This flexibility makes it easier to adapt the platform to evolving business needs without requiring extensive technical support.
Device Compatibility
Medallia Digital Anywhere enables engagement with customers through any internet-connected device or platform, including smart speakers like Amazon Alexa and Google Home. This ensures that businesses can collect feedback and interact with customers across various devices and platforms.
Security and Compliance
The platform is built with enterprise-grade security measures to protect business data, ensuring compliance and safeguarding against vulnerabilities. This makes it reliable for large-scale enterprise use.
Global Support and Scalability
Medallia is designed to scale across organizations of all sizes, processing billions of experience signals monthly. Its global support ensures that it can cater to the needs of international businesses with diverse language requirements, including accurate transcription in dozens of languages.
Conclusion
In summary, Medallia’s integration capabilities are extensive, allowing it to work seamlessly with various business tools, contact center systems, and devices. This ensures a unified and comprehensive view of customer and employee experiences, making it a versatile and effective solution for businesses.
Medallia - Customer Support and Resources
Customer Support
For Medallia end users, the primary point of contact is typically their company’s internal helpdesk or their organization’s Medallia Administrator. This ensures that issues are addressed promptly and within the context of the user’s specific organizational setup. For more general inquiries or technical support, users can contact Medallia directly via their toll-free phone number: 877-392-2794. This line is available for assistance with various aspects of the Medallia platform, including the Speech Tools.Additional Resources
Speech Analytics Capabilities
Medallia Speech provides a range of tools and analytics to enhance customer support and agent performance. Here are some key features:AI-Powered Speech Analytics
This includes spectral-level speech analytics to detect talk time, silence, overtalk, and vocal emotion, as well as transcript-level text analytics to identify call reasons, themes, customer effort, and sentiment. These analytics help in identifying areas for agent training and improving operational efficiency.Multi-Language Support
Medallia can accurately transcribe and analyze calls in dozens of languages and dialects, making it suitable for global contact centers. This feature ensures that insights can be derived from all customer interactions, regardless of the language spoken.Real-Time Transcription and Analysis
The platform offers high accuracy transcription and real-time analysis, enabling quick identification of customer pain points, agent performance issues, and areas for improvement. This helps in optimizing contact center operations and improving customer satisfaction.Reporting and Dashboards
Medallia provides role-optimized reporting and dashboards that are configured according to each user’s or team’s needs. This ensures that users see only the metrics and analytics relevant to their role, saving time and reducing unnecessary detail.Integration with Medallia Experience Cloud
Medallia Speech is part of the broader Medallia Experience Cloud, which integrates voice insights with feedback and data analytics across all customer interaction channels. This integration provides a complete, cross-channel view of each customer’s journey, enabling more comprehensive and actionable insights.Training and Coaching
The platform includes tools for improving agent performance through detailed analytics on talk time, silence, overtalk, and acoustic emotion. These insights help managers identify which agents need additional support and training, and which agents can assist in coaching and mentoring others. By leveraging these resources, users of Medallia Speech can significantly enhance their contact center operations, improve agent performance, and deliver better customer experiences. Medallia - Pros and Cons
Advantages of Medallia
Medallia offers several significant advantages, particularly in the area of customer experience management:Comprehensive Feedback Management
Medallia is a versatile platform that helps businesses engage with customers from pre-interaction to post-interaction, using tools like reservation sales, feedback management, and marketing automation. It leverages artificial intelligence (AI) to personalize interactions and drive revenue growth.AI-Driven Capabilities
The platform utilizes AI-driven chatbots and virtual assistants to automate routine customer support tasks, reducing the burden on contact center agents and ensuring quick responses to customer inquiries.Extensive Data Collection and Analysis
Medallia can gather feedback from multiple sources, including surveys and social media, providing a comprehensive picture of customer sentiment. It allows for the creation of customized questions based on various customer interactions, which can lead to more specific and useful feedback.Real-Time Insights and Alerts
The platform offers real-time insights and alerts, helping businesses identify trends such as customer churn and potential issues before they escalate. This feature is particularly useful for making timely decisions and improving customer experiences.Continuous Improvement and Support
Medallia provides continuous improvement through its innovative features and support from subject matter experts. Users appreciate the clarity of the tool, the can-do attitude of the team, and the relationships built with the platform’s representatives.Disadvantages of Medallia
Despite its numerous benefits, Medallia also has some notable drawbacks:Lack of Customization in Surveys and Reviews
One of the main issues is the limited ability to customize review and survey responses. Medallia relies on pre-made templates, which can lead to lower response rates and less engagement from guests due to the lack of a personalized touch.Risk of Negative Content
The platform’s inability to address negative feedback promptly can result in unaddressed negative content, potentially damaging the business’s reputation.Limited Review Source Integration
Medallia may not integrate with all review platforms, particularly smaller or niche sites, leading to incomplete data and a skewed perspective of customer sentiment.Challenging Review Analytics
The review analytics interface can be overwhelming, especially for users without extensive analytics experience. This complexity can hinder the ability to extract actionable insights and make informed decisions based on guest feedback.Faulty Text Analytics
Users have reported issues with Medallia’s text analytics functionality, which sometimes fails to accurately identify main themes in customer feedback due to its inability to determine the context of words used in reviews.Initial Onboarding and Cost
New users may find the platform overwhelming due to its extensive set of features, which can make initial onboarding challenging. Additionally, Medallia is a premium product, and its cost can be a significant factor for some organizations.Integration Challenges
Implementing integrations, such as API connectors, can be difficult and may require significant technical effort. By considering these points, businesses can make a more informed decision about whether Medallia aligns with their specific needs and resources. Medallia - Comparison with Competitors
When Comparing Medallia’s Speech Tools and AI-Driven Products
When comparing Medallia’s speech tools and AI-driven products with its competitors, several key features and alternatives stand out.
Medallia’s Unique Features
Medallia, particularly through its Experience Cloud, offers several advanced AI capabilities that set it apart:
- Ask Athena: This feature allows employees to ask questions in natural language and receive fast, in-context answers, complete with summarizations and visual aids like images and graphs. It also leverages Medallia Athena Action intelligence to surface relevant insights and suggested actions.
- Speech Analytics and Speech-to-Text: Medallia includes advanced speech analytics and speech-to-text capabilities, enabling the analysis of voice interactions to identify trends and improve customer and employee experiences.
- AI-Powered Automations and Experience Orchestration: These features enable real-time automation to deliver personalized experiences. For example, the “Smart Response” feature uses generative AI to provide personalized, empathetic, and accurate responses to customers.
- AI Moderation Council: Medallia has established an AI Moderation Council to ensure the responsible development and use of AI technologies, adding a layer of governance and ethical oversight.
Competitors and Alternatives
Qualtrics
Qualtrics is a comprehensive alternative that offers a customer and employee experience ecosystem similar to Medallia. It includes advanced feedback collection, customer data analytics, and real-time monitoring of CX responses using AI and machine learning. However, it is more expensive and has a steeper learning curve.
NICE
NICE is another alternative that focuses on the voice of the customer (VOC) solution. It allows for gathering and combining customer feedback from various sources and is known for its intuitive and user-friendly interface. However, it lacks advanced analytics capabilities and has limited customization options for customer feedback.
CallMiner
CallMiner is an AI-driven alternative specializing in contact center experiences. It uses conversational analytics to analyze voice and text-based interactions, identifying opportunities to improve customer support. While it offers a customizable interface, it may require extensive training and has less accurate transcriptions compared to Medallia.
Thematic
Thematic is a Medallia alternative that focuses on ease of setup and AI training. It automatically builds hierarchical code frames from text data, making it easier to extract higher-quality insights without extensive human analysis. Thematic’s LLM-powered Theme Summarizer feature provides instant summaries of themes, which can be particularly useful for quick insights.
Specialized Speech and Voice AI Alternatives
For more specialized speech and voice AI needs, other alternatives include:
- Respeecher and Resemble AI: These companies specialize in voice cloning and generative AI voice technologies. Respeecher replicates any voice to create synthetic speech, while Resemble AI focuses on deepfake audio detection and voice personalization.
- Google Cloud Text-to-Speech, Amazon Polly, and Microsoft Azure Cognitive Services: These platforms offer advanced text-to-speech capabilities with a range of languages and accents. They are ideal for businesses needing flexible and cost-effective voice synthesis solutions.
Each of these alternatives has its strengths and can be chosen based on specific needs, such as the level of customization, the type of analytics required, and the integration with other AI services.
Medallia - Frequently Asked Questions
Frequently Asked Questions about Medallia Speech Tools
What is Medallia Speech and what does it do?
Medallia Speech is a speech analytics tool integrated into the Medallia Experience Cloud. It transcribes 100% of calls, captures metrics such as time, emotion, and gender, and generates attributes like silence, over-talking, clarity, emotion, and tone. This tool uses machine learning and deep neural networks to analyze voice data, providing insights into customer satisfaction, potential churn, and agent performance.How does Medallia Speech improve contact center operations?
Medallia Speech helps optimize operational efficiency by providing detailed information on key performance indicators (KPIs) such as first contact resolution and average handle time, down to the agent level. It identifies areas for improvement in issue response and helps contact centers meet and exceed performance objectives. Additionally, it assesses talk time, silence, overtalk, and acoustic emotion to improve agent performance and detect compliance issues.Can Medallia Speech integrate with other data channels?
Yes, Medallia Speech is part of the Medallia Experience Cloud, which allows it to combine voice insights with feedback and data analytics from other channels such as digital, video, and social media. This provides a comprehensive, cross-channel view of the customer journey.How accurate is the transcription provided by Medallia Speech?
Medallia Speech leverages best-in-class transcription accuracy to ensure the completeness and high quality of reporting and text analytics. It uses a scalable speech-to-text engine that can handle rapid shifts in call volume while maintaining predictable operating costs.What kind of insights can Medallia Speech provide about customer interactions?
Medallia Speech provides insights into why customers called, the quality of the experiences delivered by agents, and areas where operational efficiencies can be improved. It also identifies strengths and weaknesses of agents, pinpoints areas for training, and highlights habits of successful agents in handling calls related to churn, renewals, and sales.How does Medallia Speech help in generating revenue?
By integrating voice interactions with other experience signals, Medallia Speech helps agents understand which customers are receptive to up-sell and cross-sell offers. It also identifies areas for training agents on handling calls related to churn and highlights the habits of agents who are successful with renewals and sales.Can Medallia Speech be used to improve agent performance and compliance?
Yes, Medallia Speech includes speech analytics that assess talk time, silence, overtalk, and acoustic emotion throughout conversations between agents and customers. This helps managers identify which agents need additional support and training, and which agents can assist in coaching and mentoring. It also detects agent performance and compliance issues that may require coaching.How does Medallia Speech use AI and machine learning?
Medallia Speech uses AI-powered text analytics to understand call reasons and agent responses. It employs machine learning and deep neural networks to adjust to and learn from voice data, providing detailed insights and actionable suggestions for improvement.Is Medallia Speech scalable for large volumes of calls?
Yes, Medallia Speech has a scalable speech-to-text engine that can process every voice interaction, automatically scaling to handle rapid shifts in call volume while maintaining predictable operating costs.How does Medallia Speech support cross-channel reporting?
Medallia Speech provides unified cross-channel reporting by combining voice insights with feedback and data analytics from other channels. This helps companies understand the end-to-end customer journey and take actionable steps based on comprehensive insights.Can Medallia Speech be integrated with other business systems?
Yes, Medallia Speech, as part of the Medallia Experience Cloud, can be integrated with various business systems such as Microsoft Dynamics CRM, Workday’s workforce management solutions, Salesforce, Adobe, and ServiceNow, enhancing collaboration across teams. Medallia - Conclusion and Recommendation
Final Assessment of Medallia Speech
Medallia’s Speech analytics tool is a powerful addition to the Medallia Experience Cloud, offering a comprehensive solution for analyzing and improving customer interactions, particularly in contact center environments.
Key Benefits
Operational Efficiency
Medallia Speech optimizes contact center performance by providing detailed insights into key performance indicators (KPIs) such as first contact resolution and average handle time. It helps identify areas for improvement in issue response and ensures contact centers meet and exceed performance objectives.
Agent Performance
The tool assesses talk time, silence, overtalk, and acoustic emotion during conversations, enabling managers to pinpoint which agents need additional support and training. It also identifies agents who can assist in coaching and mentoring others.
Customer Experience Improvements
Medallia Speech uses AI-powered text analytics to understand call reasons and agent responses. It routes insights to relevant teams, allowing for immediate action to improve customer satisfaction and address potential churn.
Revenue Generation
By analyzing voice interactions, Medallia Speech helps agents identify opportunities for upselling and cross-selling. It highlights successful agent behaviors related to renewals and selling additional products and services.
Global Compatibility
The tool supports multi-language call transcription, making it suitable for global contact centers. It can handle various audio formats and provides real-time transcription and analysis.
Who Would Benefit Most
Contact Centers
Organizations operating large contact centers will significantly benefit from Medallia Speech. It helps in optimizing agent performance, reducing call volumes and lengths, and improving overall customer satisfaction.
Customer Service Teams
Teams focused on customer service can use Medallia Speech to gain deep insights into customer interactions, enabling them to address customer pain points more effectively and improve the overall customer experience.
Businesses with High Call Volumes
Companies handling a large volume of customer calls will find Medallia Speech invaluable. It automates the process of analyzing calls, saving thousands of employee hours and providing actionable insights quickly.
Overall Recommendation
Medallia Speech is a highly recommended tool for any organization seeking to enhance their customer service operations, particularly those with significant contact center activities. Its ability to provide detailed analytics on customer interactions, optimize agent performance, and drive improvements in KPIs makes it an essential asset. The integration with Medallia Experience Cloud and other channels ensures a comprehensive view of the customer journey, allowing for timely and relevant actions to improve customer satisfaction and business outcomes. If you are looking to transform your contact center operations and improve your customer service experience, Medallia Speech is a strong choice.