Medallia Acquires Contact Center Reminder Technology Leader Mindful

Medallia Acquires Mindful, the Global Leader in Contact Center Reminder Technology

Medalsthe global leader in customer and employee experience, today announced the completion of the acquisition of Mindful.

Mindful, formerly known as VHT, is a cloud-based contact center callback technology that enables leading organizations from hundreds of Fortune 500 companies to more efficiently deliver consistent callback experiences.

By automating smart callbacks, contact centers can utilize their staff much more efficiently, shifting call volumes to the most efficient times, routing calls to the most efficient queues, and making those connections without wasting time for either customers or agents. Every year, Mindful eliminates over 4 billion minutes of wait time and frustration for customers around the world.

Leslie Stretch, CEO, Medalliacommented,

“As the number one enterprise experience platform, we are focused on turning feedback and insights into impactful actions for our customers,”

“The contact center can make or break a customer’s experience, but as wait times have continued to increase, so has customer frustration and agent attrition. With Mindful, Medallia can empower brands to create more seamless and personalized experiences across all channels. We can increase the quality and volume of customer interactions. More importantly, we can help businesses focus on talking to the right customers at the right time.

Medallia’s industry-leading journey orchestration capabilities along with Mindful will allow organizations to automatically identify and transfer only the most important customers to the contact center, making efficient use of their team’s time. For instance:

– Automatically place high-value customers in the contact center callback queue for a supervisor based on experience signals captured by speech analytics.

– Detect a customer who is behind in their buying journey but is having difficulty with a website and take action by offering to schedule a callback at a mutually convenient time to complete the transaction over the phone.

Medallia and Mindful have been working closely since 2021, successfully collaborating with many joint customers. A seamless callback experience eliminates long and frustrating wait times from the customer journey, reduces friction for customers, and improves the employee experience for contact center agents who connect with happier customers.

Terms of the transaction were not disclosed.

Medallia is the pioneer and market leader in customer, employee, citizen and patient experience. As the #1 enterprise experience platform, Medallia Experience Cloud is the experience record system that makes all other apps aware of customers and employees. The platform captures billions of experience signals across interactions, including all voice, video, digital, IoT, social media, and enterprise messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and results. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions delivering clear ROIs and powerful.

For more information about Medallia, see their company profile