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NewProducts
NewProducts

Automate support desk

coaching with smart AI

• Escalation protocols: Automatically route positive
and negative feedback for action by setting escalation
paths and time frames and tracking methods to get
ahead of repeat issues.
• Advanced data aggregation: Consistently gather in-
sights from contact center teams to prioritize invest-
ments and inform broader company strategy. Reduce
Medallia, a leading SaaS platform provider of customer and call volumes, democratize pain-points by leveraging
employee insights, launched Stella Connect, a solution de- insights from every call. Orchestrate signals across
signed to capture customer feedback in a highly human- every customer interaction to deliver targeted, per-
ized way. The company said the solution replaces legacy sonalized experiences.
ticketing systems and CSAT tools with personalized sur-
veys that include an agent photo and short biography, en- Medallia representatives additionally claimed that human-
abling customers to rate their interactions with agents on a izing connections can boost response rates by as much as
scale of one to five stars and answer additional questions. 30 percent. Stella Connect increases agent performance vis-
ibility in real time, they explained, no matter where com-
Leslie Stretch, president and chief executive officer of panies or agents are located, and its coaching and training
Medallia, described Stella Connect as an excellent coaching tools help companies ramp up new hires and keep tenured
tool that can synchronize feedback with real-time coach- agents focused on results.
ing. "Increased automation of contact center workflow
lets agents focus on higher value, higher priority interac- Robust integrations
tions addressing industry-wide high staff turnover," he Medallia stated that its SaaS platform, Medallia Experience
said. "Combining Stella Connect with Medallia Experience Cloud, uses proprietary artificial intelligence and machine
Cloud and Medallia's new Speech technology creates [a learning to capture billions of signals from voice, video,
complete] work from anywhere contact center." digital, IOT, social media and corporate messaging tool in-
teractions to reveal predictive, actionable insights. These
Stretch further noted that Stella Connect can optimize ef- technologies help participating end-users reduce churn by
ficiencies, a critical necessity as more contact centers are cross-selling and up-selling at optimal times, the company
shifting to remote and virtual environments. The platform added.
offers numerous benefits to tech startups as well as enter-
prises, he stated, pointing out that ESPN, Lemonade, Lu- With teams increasingly removed from physical contact
lulemon, Postmates, Riot Games and Williams Sonoma are center sites, Stella Connect facilitates high-quality coach-
using the Stella Connect platform. ing between agents and managers, and its suite of solutions
Reduced costs, fast ROI securely and seamlessly integrates with business applica-
tions and enterprise networks, Medallia noted. The plat-
Stella Connect delivers insights that improve customer form's self-service resource hub includes how-to-guides
retention, Medallia representatives stated. The platform's and documentation, and Medallia's community forum is
agent-level customer feedback enables high-volume contact organized to help developers share best practices and ques-
centers to coach and engage frontline agents, they added, tions with trusted peers.
citing the following additional benefits:
• In-depth analytics: Efficiently analyze data from all In addition to the self-service hub and developer portal,
touchpoints, including audio, call transcripts, chat end-users will find developer tools and resources designed
logs, agent case notes and survey comments. to simplify integration and deployment, the company stat-
ed. These agile tools enable developers to design, test and
• Real-time capabilities: Promptly identify and track launch solutions using the latest industry standards.
emerging issues with AI-powered speech and text
analytics engines across an enterprise, from agents to
executives, no matter where they sit. Company: Medallia Inc.
• Productivity tools: Effectively manage agents with Product: Stella Connect
actionable workflows built for teams working from
anywhere. Create coaching alerts to identify where Website: www.stellaconnect.com
agents are struggling and quickly drive improve- Contact: www.stellaconnect.com/contact/
ment while reducing manual quality management
processes.
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