The Big Picture Medallia’s Contact Center Suite captures 100% of customer and agent interactions, leverages AI and deep learning to provide Engagement in-depth analysis, and drives integrated learning via near real-time coaching to frontline agents. The Challenge: Patients, members, and consumers need an easy and effective way to engage with agents beyond calling into the contact center. The Solution: Medallia supports Visability multiple channels including two-way The Challenge: Organizations text messaging and web chat. need greater visibility into insights behind customer engagement and interactions. The Solution: Medallia helps you understand the truth behind all interactions and surface issues at scale. Speed The Challenge: Contact center needs a real-time way to alert Prioritization cross-functional teams of pressing issues that require immediate The Challenge: Organizations attention. need to prioritize areas where The Solution: Medallia provides improvements need to be made automated alerts to the case based on customer pain points. management team for immediate The Solution: Medallia automatically clinical follow-up. scores 100% of interactions, helping managers focus on areas that will most significantly improve the customer experience.