Medallia helps contact centers including government agencies eliminate over 4 billion minutes of hold time a year

PLEASANTON, Calif.: #customerexperience--Medallia, Inc., the global leader in customer and employee experience, today announced it has achieved FedRAMP® Moderate Authorized status from the Federal Risk and Authorization Management Program (FedRAMP®) for Mindful by Medallia.

Mindful by Medallia’s cloud-based contact center callback solution empowers hundreds of Fortune 500 companies and public sector agencies to provide more efficient, consistent callback experiences. One government agency saw a 74% reduced abandoned call rate, a 49% increase to improved service level and eliminated 30 years worth of queue minutes year over year in 2024. By automating intelligent callbacks, contact centers can optimize staff resources, manage call volumes more effectively, and connect citizens with the appropriate services without unnecessary wait times. Annually, Mindful by Medallia's solution helps eliminate over 4 billion minutes of hold time, reducing frustration for citizens and improving overall service delivery.

With FedRAMP® Moderate authorization status, which is required of cloud technology vendors in the federal sector, Mindful by Medallia is now certified by the federal government in meeting the cloud security requirements and can help federal agencies as they look to accelerate their digital transformations.

“We are so pleased that Mindful by Medallia is now FedRAMP® authorized. This allows all government agencies the ability to transform their contact centers quickly for the people they serve with secure, enterprise-ready callback technology — making it easier for people to get service, even when digital channels fall short,” said Lee Becker, SVP Industry Executive Advisory and Public Sector at Medallia. “The contact center is often overlooked, but it’s one of the most direct ways to understand and improve the citizen experience, while also driving efficiency and reducing costs for government agencies. With Mindful by Medallia's best-in-breed scheduled and priority callbacks, agencies can reach more people, reduce wait times, and improve the productivity of their employees — all of which supports a more thoughtful, responsive citizen-first approach.”

With Mindful by Medallia, federal agencies will be able to:

• Reduce citizen frustration and increase satisfaction: Citizens can request callbacks at their preferred time, eliminating the stress of hold times and lengthy wait queues.
• Enhance staff efficiency and morale: Mindful by Medallia intelligently schedules call volume, smoothing out peak periods and creating a more manageable workload for agents. This translates to up to a 35% reduction in call abandonment rates, freeing up valuable resources and reducing agent stress.
• Empower agents, improve service delivery: Mindful by Medallia streamlines call routing by providing agents with contextual information before each interaction. This allows for faster first-call resolution and equips agents to better serve the needs of their community.

Mindful by Medallia aligns citizen and government service preferences with citizen-led callback scheduling and virtual holding. With call scheduling across all channels, insight through robust analytics and dashboards, automated SMS notifications, and a premium experience that works seamlessly, Mindful by Medallia creates more meaningful interactions between citizens and their government — for agencies of any size.

Medallia is also a FedRAMP® High authorized platform for Medallia GovCloud, which includes Medallia AI-powered speech analytics that automatically surface customer pain points, agent performance, customer satisfaction, and drive improvement throughout organizations. This allows federal agencies to deliver actionable insights from operational unstructured data to drive real-world results across federal, state, and local agencies while meeting the highest security and risk assessment requirements for federal cloud platforms.

For more information about Mindful by Medallia, visit our site at: https://www.medallia.com/products/mindful/

About Medallia

Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the leading enterprise experience platform, Medallia Experience Cloud is the mission-critical system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. 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, providing clear and potent returns on investment. For more information visit www.medallia.com.

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Fonte: Business Wire