Quickly and accurately transforms voice signals, such as voicemail messages and customer interactions with call center agents, into text

Medallia Speech is an add-on to Medallia Experience Cloud that quickly and accurately transforms voice signals, such as voicemail messages and customer interactions with call center agents, into text. The transcribed text is processed by Medallia Text Analytics for related topics, themes, and sentiment. You can then evaluate the transformed voice signals in reports, just as with other types of feedback signals, to reveal insights from customers that might otherwise have gone undetected.

For example, consider interactions between your customers and call center agents. With Speech, you can pair the reasons for customer calls with call data, such as call duration and the time of day, to start understanding the core reasons behind high call volume or lengthy calls. You can identify the types of calls that show an increase in agent handling time, and dive deeper to understand why that might be happening. Speech can help you enforce company requirements for the things agents are required to say during calls. Using acoustic emotion, Speech can capture how agents help customers who start the call with negative emotion, and reveal proper agent behavior when those calls end with positive customer emotion.

Whether your call volume is measured in hundreds or millions of hours per month, Speech enables you to automatically generate high-quality transcripts from all of your speech audio.

To begin implementing Speech for your organization, see Get started with Medallia Speech, or browse the left navigation menu to learn more about Speech features and capabilities.