Cogito Partners with Medallia to Enhance Real-Time Agent Guidance Cues and Customer Journey Analytics with Emotion and Conversation AI

Partnership will lead to more customized guidance and improve customer journeys with enterprise contact centers

Cogito, the leader in real-time coaching and guidance for the enterprise, announced a partnership with Medallia to deliver significant improvements in enterprise contact center experiences for both customers and agents. Partnering with Medallia, Cogito will integrate with the number one recognized enterprise experience platform, enabling bi-directional data flow to enable more customized real-time agent guidance cues and millions of new data points on customer behavior in every call, which can be pushed to enhance Medallia’s customer journey analytics.

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“Consumer expectations for better customer service continue to rapidly increase”

As customers continue to demand more personalized experiences, the stakes have never been higher to deliver strong customer journeys backed by real-time guidance and powerful data insights. By integrating the vast amount of existing customer experience data in Medallia, Cogito gains deeper insights and higher levels of customer understanding, further assisting agents in delivering more customized and improved experiences in the moment. In turn, Cogito’s Emotion and Conversation AI data captured in every call will help organizations enhance their overall customer journey and experience data, adding in millions of new data points on customer behavior.

“Consumer expectations for better customer service continue to rapidly increase,” said Joshua Feast, CEO and Co-Founder of Cogito. “At the same time, an influx of new data, channels and emerging technologies has led to increased complexities for enterprise contact centers. By partnering with Medallia, we’re reducing friction by improving both the employee experience and the customer experience, driving more long-term business value from every service interaction.”

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The partnership between Cogito and Medallia will afford both companies a more holistic view of each customer, including visibility into how they prefer to be engaged across channels. By gaining access to Medallia’s comprehensive customer insights, the accuracy and relevancy of Cogito’s real-time cues are also improved, arming agents to more effectively assist customers across each interaction – leading to a direct positive impact on costs-per-customer, conversion and CSAT scores.

“By combining omnichannel customer insights and sentiment analysis with Cogito’s real-time coaching, we’re giving enterprise contact center agents the resources to provide a better, more seamless experience,” said Alex Glanz, EVP of Strategy for Medallia. “Together, our integrated solutions will enhance the quality of each customer interaction and lead to increased loyalty, reduced costs and overall improved business performance.”

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