Medallia’s New Integration Capabilities Make Customer Centricity Easier Than Ever
PALO ALTO, California, October 6, 2016
Medallia, the global Customer Experience Management (CEM) leader, today announced new integration capabilities that make it easier than ever for companies to capture all of their customers’ feedback, whether it’s delivered by chat, SMS, or voice. Medallia’s new capabilities also make it easier to integrate customer feedback into existing business systems, such as CRM, to facilitate streamlined customer and employee engagement.
“With the rise of digital, customer touchpoints have proliferated,” said Krish Mantripragada, Medallia’s VP of Product. “It’s become incredibly challenging for companies to keep track of their customers, form a common understanding of them, and act on that knowledge. Our new and enhanced integration capabilities fix that. Now, wherever and however customers provide feedback, we’ll be there to capture it. And wherever and however employees work, we’ll be there to integrate the customer’s voice into employee workstreams.”
Medallia has long partnered with Salesforce.com and other CRM platforms to synchronize customer feedback in real time. With Medallia’s new integration capabilities, customers and partners can now integrate with any enterprise system in real time, from marketing automation and business collaboration systems, to data analytics and visualization tools. Medallia’s open approach has eliminated the need for complex, custom integrations and has unleashed innovation for Medallia’s partners and customers.
Beeline, one of Russia’s largest telecoms and a Medallia customer, innovated on the Medallia platform to deliver new value to its customers. Boris Antyushin, Beeline’s Head of Customer Service Design and Customer Experience Systems Development, explained: “We have developed our own systems to support more than 57 million customers in Russia. With Medallia’s real-time APIs, it’s been easy to integrate them into our proprietary systems. We’ve already synchronized customer feedback with our CRM, delivered SMS surveys from an internal engine, and even built new applications on the Medallia platform.”
“For example, we developed a network map that combines Net Promoter Score® data with network quality data on a Google Maps interface. It allows us to monitor feedback by location and identify areas of lower service quality, so we can improve infrastructure and call quality for our customers,” Antyushin continued.
“Our open integration approach gives our customers and partners choice and flexibility,” said Mantripragada. “For customer-centric organizations, the field is now wide open for innovation.”
Medallia is the Customer Experience Management company that is trusted by hundreds of the world’s leading brands. Medallia’s Software-as-a-Service application enables companies to capture customer feedback everywhere the customer is (including web, social, mobile, and contact center channels), understand it in real time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve their performance. Founded in 2001, Medallia has offices in Silicon Valley, New York, London, Paris, Hong Kong, Sydney and Buenos Aires.