Medallia, Inc., the global leader in experience management, announced it has completed the acquisition of the speech-to-text platform, Voci Technologies.

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Companies are now engaging with customers by phone more than any other channel and these interactions are a gold mine of untapped insights. Adding call center feedback to Medallia’s powerful experience management platform can power exceptional customer experiences and significant gains in operational efficiency.

“We are delighted to complete the acquisition of Voci, they have a unique technology and a talented team. The growth of critical data from call centers is another significant signal we have added to our experience management platform to help companies and government agencies understand customer expectations and sentiment in the moment,” said Leslie Stretch, chief executive officer at Medallia.

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Voci’s artificial intelligence (AI) and deep learning capabilities matched with Medallia Experience Cloud, will provide customers with deep, accurate insights from customer calls including emotion, sentiment and voice biometric identity enabling contact centers to work at significantly higher levels.

Voci will maintain its headquarters in Pittsburgh, Pennsylvania.

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