Medallia Announces Acquisition of Speech-To-Text Platform Voci Technologies

April 23, 20202min

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.


Sandra Radlovacki

Sandra Radlovacki

Sandra Radlovacki is Assistant Editor at Customer Experience Magazine.




Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.


CONTACT US

CALL US ANYTIME


UK Trademark UK00002648900

EUIPO Trademark 018131832

Contact Information

For article submissions:
Editor
Paul Ainsworth
paul@cxm.co.uk

For general inquiries, advertising and partnership information:
aleksandar@awardsinternational.com
Tel: 0207 1932 428

For Masterclass enquiries:
vuk@awardsinternational.com
Tel: +44 20 86385584

Customer Experience Magazine Limited
Company number: 12450532
International House, 24 Holborn Viaduct,
United Kingdom, London, England, EC1A 2BN

JOBS IN CUSTOMER SUPPORT

Find a job in customer support with Jobsora


Newsletter