Medallia is a customer experience management company based in San Francisco, California with offices operating in Buenos Aires, London, Tel Aviv, Munich, Paris, New York City, Washington DC, Austin, and Sydney. The American giant has announced the acquisition of Stella Connect.
Stella Connect is the first smart platform that connects customer feedback, QA, and coaching while giving clear visibility into performance and driving improvement of front-line teams. The service plays a key role in handling work efficiencies of employees as working offices are shifting to virtual work environments. Companies like ESPN, Lemonade, Lululemon, Postmates, and Riot Games use Stella Connect to provide feedback, rewards, and recognition on all interaction channels that include phone, digital, and chat.
Jordy Leiser. Co-founder and CEO of Stella Connect said “At Stella Connect, we believe that customer service agents are vital, high-value professionals who can provide great customer experiences. With Medallia, we will be able to connect agent coaching to feedback and accelerate our vision to play bigger and faster than we could have ever imagined,”. “Bringing our solutions together will create an incredibly exciting and comprehensive platform to transform the old economy contact centers to the virtual customer service teams they aspire to become,” he said.
President and CEO of Medallia, Leslie Stretch released a statement saying “Combining Stella Connect with Medallia Experience Cloud and Medallia’s new Speech technology creates work from anywhere contact center. Increased automation of contact center workflow lets agents focus on higher value, higher priority interactions addressing industry-wide high staff turnover,” Leslie said,” With Stella and Medallia we can turn contact centers into virtual service centers by connecting feedback to coaching action in live time.” Read the full post here.
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