Medallia has formed a partnership with real-time customer intelligence company Cresta and enhanced its collaborations with LivePerson and Five9. These partnerships will help companies improve their conversational AI technologies that assist customer service agents in contact centers in real-time.
Cresta aids contact center agents in providing better customer service. The company leverages advanced generative AI technology to offer real-time coaching to agents during customer interactions.
“As the experience leader with extensive customer feedback and experience data, Medallia helps companies improve the efficiency and quality of their contact center interactions. Together, we’re leveraging deep customer and employee insights to equip agents with personalized guidance so that they can seamlessly address customer needs,” said Scott Kolman, CMO at Cresta.
In addition, Medallia has announced an expansion of its integrations with LivePerson and Five9, allowing organizations better to understand the impact of conversational AI on customer experiences. With these integrations, companies can monitor the performance of assist models and make adjustments where necessary. Additionally, organizations can utilize personalized and relevant guidance to boost agent productivity and provide more consistent responses to customers.
“These partnerships allow organizations to empower their agents with feedback and insights into their customers' emotions, needs, and experiences. Combining experience insights and sentiment data with the generative AI delivered via real-time agent assistance from our partners enables agents to provide more personalized and relevant assistance, which is a win-win for customers and agents,” said Alex Glanz, EVP of Strategy at Medallia.
Elsewhere, Medallia has recently named Joe Tyrrell as its new CEO, replacing Leslie Stretch, who is retiring and moving into an advisory role at the company.
