Medallia acquires artificial intelligence speech transcription company, Voci Technologies for $59M.
“Voci transcribes 100% of live and recorded calls into text that can be analyzed quickly to determine customer satisfaction, adding a powerful set of signals to the Medallia Experience Cloud. At the same time, Voci enables call analysis moments after each interaction has completed, optimizing every aspect of call center operations securely. Especially important as virtual and remote contact center operations take shape.”
Leslie Stretch, president and CEO of Medallia
Through this acquisition, Medallia looks to add Voci’s speech capabilities to its existing management platform to transform its user's experience.