May 09, 2014
Verizon Selects Medallia to Manage Customer Experience
By Jyothi Shanbhag
Verizon (News - Alert) Communications, a company that has relied on innovative technologies to revolutionize the information and communication infrastructure, has recently forged new agreement with Medallia to use its Customer Experience Management Software Solution.
This solution will help Verizon capture customer feedback across Web, social, mobile, and contact center channels; know the feedback in real-time, and take necessary steps to improve.
Medallia’s CEM software solution collects feedback from every customer interaction. They provide clear and compelling reports which make it easy to analyze to understand emerging trends and customer issues.
This solution helps users drive improvement through individual customer recovery, process and product improvement actions, which helps create more fundamental changes. The CEM solution helps users to capture and analyze the Voice of the Customer (VOC) feedback and follow through, track, and act on those conversations — and reap the benefits.
Medallia’s solution also handles the difficulty of cross-channel, cross-business line program enabling Verizon to focus. It provides Verizon's customer-facing employees with the personalized information they need to take action to improve involvements and "close the loop" on open call center tickets.
Additionally, Medallia’s online analytical processing (OLAP) engine enables users to easily create custom queries on the customers CX data — even with millions of records — and see the results within one second.
"We're very excited to work with Verizon," said Borge Hald, Medallia's co-founder and CEO. "Ensuring that customers have a great experience and become loyal advocates of the company is a critical competitive advantage for telecommunications services providers. We look forward to helping Verizon wire their enterprise with customer feedback, insights and actions that will engender enhanced customer satisfaction and retention."
Founded in 2001, Medallia has regional headquarters in Silicon Valley, London, and Buenos Aires. The company’s solution is trusted by hundreds of the world's leading brands, including Four Seasons, GE, Marriott International, Nordstrom, Sephora, and Zurich Insurance.
Edited by Maurice Nagle