Seamless integration provides real-time and post-call customer feedback and actions that lead to exceptional customer engagement and experience

Medallia (MDLA), the leader in experience management announced a partnership with Five9, a leading cloud contact center provider. The two companies will deliver a seamless integration between the Five9 Intelligent Cloud Contact Center and Medallia Experience Cloud – providing real-time feedback and analytics on call center interactions and customer engagement.

“Customers want to engage how and when with a business on their own terms,” said Andy Dignan, senior vice president of global partner, services and international sales at Five9. “Additionally, customers expect empathy and responsiveness across each touch point – regardless of the channel. At Five9, we believe in creating partnerships with likeminded businesses that understand evolving consumer expectations and can provide more human customer service experiences that create brand loyalty.”

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The integration between Five9 and Medallia’s award-winning Experience Cloud will deliver a single, 360-degree view of the customer experience including call times, wait times, satisfaction levels and resolution times, along with customer feedback and sentiment, combining operational and experience understanding. This comprehensive view will empower operational and customer experience leaders to prioritize improvement areas that will have the biggest impact on both productivity and growth. In addition, by integrating Medallia’s rich customer experience profiles into Five9 workflows, organizations will be able to provide more personalized experiences in the moment.

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“We are thrilled to be partnering with Five9 to provide our joint customers with the insights they need to deliver the fast, empathetic action required to maintain and grow their customer base. Together we will give brands the ability to capture real-time feedback on each customer engagement and easily analyze the data, identify weak spots and take revenue-impacting business actions to course correct,” said Steve Vierra, senior vice president of channels, alliances and global partnership for Medallia.

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