The global leader in experience management leader Medallia inc has recently announced the initiation of agreement to acquire Voci Technologies, the AI real-time speech to text platform, with the finalisation date in May 2020.

The acquisition will result in joined forces of Voci’s leading real-time speech capabilities and Medallia’s robust experience management platform, promised to deliver a rich view of the customer.

As majority of companies engage with customers via phone more than any other channel, Voci’s technology analyses the signals in real time, which enables contact centres to gain insights exclusively from customer calls. The company’s platform generates complex language models based on calls transcription to provide insights such as emotion, gender, sentiment etc.

Voci’s technology provides contact centres with valuable customer insights, as well as allowing them to operate at higher levels of impact.

Leslie Stretch, president and CEO of Medallia said: “Voci transcribes 100% of live and recorded calls into text that can be analysed quickly to determine customer satisfaction, adding a powerful set of signals to the Medallia Experience Cloud.”

“At the same time, Voci enables call analysis moments after each interaction has completed, optimising every aspect of call centre operations securely. Especially important as virtual and remote contact centre operations take shape.”

“Our whole company is delighted to be joining forces with experience management leader Medallia. We are thrilled that Voci’s powerful speech to text capabilities will become part of Medallia Experience Cloud,” said Mike Coney, CEO of Voci.

“The consolidation of all contact centre signals with video, survey and other critical feedback is a game changer for the industry”, adds Coney.

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