News

Verizon expands customer experience program

May 9, 2014

Medallia, a provider of customer experience management (CEM) solutions, announced it has signed an agreement with Verizon Communications to unify customer feedback across Verizon's wireline, wireless and enterprise business units.

According to the companies, Medallia enables companies to capture customer feedback everywhere the customer is, across Web, social, mobile, and contact center channels, understand the feedback in real-time, and take action to improve.

Verizon selected Medallia for its solution that captures Voice of the Customer feedback from millions of customers each day to deliver intuitive real-time insights and actions back to employees, enabling them to rapidly identify issues, improve processes, and resolve problems  -- leading to improved customer retention.

The Medallia solution for Verizon includes:

• Scalable, unified customer experience management platform: Medallia's solution will capture, understand and enable companies to act on customer feedback at scale, across millions of customers, and provide insights and actions to teams across the organization in real-time.
• Finding trouble spots: Medallia's CEM platform will provide a unified view of Verizon customer issues and opportunities, highlighting to executives the specific areas for investment and improvement.
• Frontline engagement: Medallia will provide Verizon's customer-facing employees with the tailored information they need to take action to improve experiences and "close the loop" on open call center tickets.
• Cross business-line view: Medallia manages the complexity of a cross-channel, cross-business line program enabling Verizon to focus on customer-service enhancement rather than application and tools.

"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. "