Medallia has signed a definitive agreement to acquire Mindful, the callback automation platform, for an undisclosed sum.
Formerly known as VHT, Mindful will offer Medallia’s customers an array of call automation capabilities.
Through the Mindful platform, end-customers can schedule callbacks at a time that is convenient for them and avoid any unnecessary waiting on the line.
Agents can also seamlessly transfer customers to other channels when needed. Moreover, the platform offers automated call escalation based on customer signals from different channels.
Paired with direct and indirect feedback from Medallia Experience Cloud, Mindful aims to provide personalisation across every touchpoint in the customer journey.
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.”