Medallia Inc., a global leader in customer and employee experience, announces the acquisition of Mindful Inc., a leading callback automation company, from Alpine Investors. By integrating Mindful, formerly known as VHT, Medallia can turn customer signals into action, improving the customer experience and converting detractors into advocates.
Leslie Stretch, CEO, Medallia, said, “Consumers often want or need to talk to a live person, but no consumer ever wants to sit on hold. Mindful combined with Medallia’s signals-to-action platform will enable organizations to deliver a modern customer experience while reducing the high cost and friction of the conventional contact center approach. At the same time, contact centers will be able to use their staff much more efficiently by shifting call volumes to the most efficient times, routing calls to the most relevant queues, and resolving issues without wasting either customers’ or agents’ time.”
With Mindful’s patented technology, customers can schedule calls whenever convenient, receive intelligent callbacks that turn hold time into a free time when needed, and initiate calls automatically based on signals from multiple channels. A Medallia Experience Cloud-powered contact center can provide both direct and indirect feedback, enabling a focused level of personalization that is rarely present in contact center interactions.
Matt DiMaria, the CEO, of Mindful, said, “We are delighted to be joining forces with the customer experience leader. Our approach to customer interactions will be greatly enhanced through integration with Medallia’s award-winning Experience Cloud and category-leading Text Analytics engine. Our joint customers know what a great customer journey should be and making their customers’ interactions easier and more productive is a home run.”