Medallia to Integrate with Oracle CX

Experience management company Medallia has announced an integration with Oracle CX Service, delivering real-time feedback on what customers think and feel about their interactions with a brand.

Medallia is already a member of the Oracle PartnerNetwork (OPN). The Medallia Experience Cloud allows users to understand and manage the experience of customers, employees and citizens using data points it calls 'experience signals', gathered from daily journeys in person, on calls and via digital channels. Uses include reduction of churn, conversion of detractors into promoters and cross- and up-selling.

The planned integration with Oracle CX Service will allow brands to proactively understand their customer's experience via feedback from web surveys, messaging, video and voice analytics, after a customer service interaction.

According to Rob Tarkoff, EVP and GM of Oracle Cloud CX and Data Cloud, 'Recent events have put in motion a new set of customer behaviours and requirements. Businesses need to react quickly in order to continue providing services and pick up on the signals customers are sending. With Oracle CX Service, and our work with partners like Medallia, we are helping brands make every customer interaction matter by providing our customers with the data they need to read and react to signals in real-time, and ultimately create lasting relationships with their customers'.

Medallia CEO Leslie Stretch comments: 'Now, more than ever, customer engagements must be frictionless for brands to build relationships, revenues and results, and customer service is a key area that is ripe for transformation right now. Our relationship with Oracle will arm service teams with customer intelligence they can use to turn service into revenue'.

Web site: www.medallia.com .