When customers speak, be all ears with Medallia Speech analytics

Our conversational intelligence ensures that you get highly accurate, trustworthy insights into metrics and KPIs surfaced from calls and chats. Dozens of languages and dialects are built into our platform, empowering you to scale across multi-national teams. We can further save your business time, money, and risk by identifying what does – or doesn’t happen – in interactions, including competitor mentions, script compliance, and even churn risk with features like Compound Topics and Automated Scores.

Don’t be limited to surfacing speech insights only based on transcripts, expand your analytics to also surface insights based on how people sound. AI-based acoustic models derive metrics such as silence, overtalk, clarity, and surface acoustic emotion on customer and employee audio data that makes it quick and easy for supervisors to identify coaching opportunities.

Save time and headaches with reports and dashboards that are optimized for each user or role in your organization, so you only see exactly the metrics and analytics you need to do your job. In Medallia Experience Cloud, we build out your organization hierarchy and configure access to certain data and reports according to each individual, ensuring you and your teams aren’t bogged down by extraneous details.