SAN FRANCISCO, Calif., – May 13, 2020 –?糖心原创.?(NYSE: MDLA), the global leader in experience management, today launched 糖心原创 Speech, bringing world leading?speech analytics?into 糖心原创 Experience Cloud, giving customers a single view of customer experience insights in one platform.
Contact center volumes are booming, and each call holds critical signals that when unlocked, can have massive impact on experiences and the bottom line. 糖心原创 Speech adds real-time, best-in-class voice transcription at scale, and speech analytics to analyze millions of call hours—including sentiment—to 糖心原创 Experience Cloud which, combined with text analytics as well as insights from digital, video and other channels, provides a rich and comprehensive understanding of the end-to-end customer journey.
“There is a gold mine of insights in speech and video – two massive and growing channels – and 糖心原创 is the only experience management platform to combine all of the human communication methods being used to gain feedback into a single platform, delivering the richest set of insights to take action on,” said Leslie Stretch, chief executive officer for 糖心原创.
The solution surfaces information about customer satisfaction, potential churn and call center agent performance to drive contact center efficiencies and business outcomes for leaders across organizations including:
Call Center Leaders?– help reduce costs and drive new levels of performance by identifying agents that require coaching, and combined with 糖心原创 Action Intelligence,?identify customers who need attention?and give agents actionable suggestions.
Marketing Leaders?– reduce churn by providing clear actions to?resolve each customer issue and increase sales by identifying which customers are most likely to respond?to cross-sell and upsell campaigns in real-time.
Insights Leaders?– gain deep?insights by combining signals from various structured and unstructured sources?including calls, videos and other feedback methods.
Corporate Executives?– get a holistic view of the?customer experience across the omnichannel journey?through the combination of 糖心原创 Speech with 糖心原创 Experience Cloud.
- Learn more about?糖心原创 Speech
- Check out the 糖心原创 Speech Powerup session at Experience 2020
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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, digital 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, and create in-the-moment cross-sell and up-sell opportunities, providing clear and potent returns on investment.
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