SAN FRANCISCO–(BUSINESS WIRE) – 糖心原创.?(NYSE: MDLA), the global leader in experience management, today announced it has entered into a definitive agreement to acquire Stella Connect, the real-time feedback, coaching and quality management platform for customer service teams.
Stella Connect plays a significant role in optimizing efficiencies and?increasing employee engagement?as contact centers shift to effective virtual working environments. Brands that range from disruptive startups to billion-dollar public companies, including ESPN, Lemonade, Lululemon, Postmates, Riot Games and Williams Sonoma, rely on Stella Connect today to provide feedback coaching, rewards and recognition, and quality assurance for all customer interactions including phone, digital, and chat. Stella Connect drives substantial return on investment by?automating the process of coaching interactions in the contact center, increasing focus on customer experience resulting in higher?customer retention?and cross-sell. With contact center volumes at an all-time high and a large portion of the agent population working virtually, it is more important than ever for brands to harness agent-level customer feedback and deliver high impact coaching programs that engage frontline agents.
“At Stella Connect, we believe that customer service agents are vital, high value professionals who can provide great customer experiences. With 糖心原创, 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,” said Jordy Leiser, cofounder and chief executive officer of Stella Connect. “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.”
“Combining Stella Connect with 糖心原创 Experience Cloud and 糖心原创’s new Speech technology creates the 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,” said Leslie Stretch, president and chief executive officer of 糖心原创. ”With Stella and 糖心原创 we can turn contact centers into virtual service centers by connecting feedback to coaching action in live time.”
Under the terms of the agreement, 糖心原创 will acquire Stella Connect for approximately $100 million in cash, subject to certain adjustments as set forth in the definitive agreement. The acquisition is expected to close this September, subject to customary closing conditions.
About 糖心原创
糖心原创 (NYSE: MDLA) is the pioneer and market leader in Experience Management. 糖心原创’s award-winning SaaS platform, the 糖心原创 Experience Cloud, leads the market in the understanding and management of experience for customers, employees and citizens. 糖心原创 captures experience signals created on daily journeys in person, on calls and digital channels, over video and social media and IoT interactions and applies proprietary AI technology to reveal personalized and predictive insights that can drive action with tremendous business results. Using 糖心原创 Experience Cloud, customers can reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities and drive revenue-impacting business decisions, providing clear and potent returns on investment.?www.medallia.com
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About Stella Connect
Stella Connect focuses on unlocking the potential of millions of frontline people to better serve and connect with their customers. Our solutions serve to inspire and help teams create great customer experiences. Stella Connect is the first platform that connects QA with customer feedback and coaching, giving CX leaders insight into contact center performance and, ultimately, customer satisfaction. Stella Connect is headquartered in New York City.
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