Experience Management Leader Medallia to Acquire Contact Center Coaching Automation Platform, Stella Connect
September 03 2020 - 4:05PM
Business Wire
Engage agents as they work from anywhere to
provide better customer experiences
Medallia, Inc. (NYSE: MDLA), the global leader in experience
management, today announced it has entered into a definitive
agreement to acquire Stella Connect, the real-time feedback,
coaching and quality management platform for customer service
teams.
Stella Connect plays a significant role in optimizing
efficiencies and increasing employee engagement as contact centers
shift to effective virtual working environments. Brands that range
from disruptive startups to billion-dollar public companies,
including ESPN, Lemonade, Lululemon, Postmates, Riot Games and
Williams Sonoma, rely on Stella Connect today to provide feedback
coaching, rewards and recognition, and quality assurance for all
customer interactions including phone, digital, and chat. Stella
Connect drives substantial return on investment by automating the
process of coaching interactions in the contact center, increasing
focus on customer experience resulting in higher customer retention
and cross-sell. With contact center volumes at an all-time high and
a large portion of the agent population working virtually, it is
more important than ever for brands to harness agent-level customer
feedback and deliver high impact coaching programs that engage
frontline agents.
"At Stella Connect, we believe that customer service agents are
vital, high value professionals who can provide great customer
experiences. With Medallia, we will be able to connect agent
coaching to feedback and accelerate our vision to play bigger and
faster than we could have ever imagined," said Jordy Leiser,
co-founder and chief executive officer of Stella Connect. "Bringing
our solutions together will create an incredibly exciting and
comprehensive platform to transform the old economy contact centers
to the virtual customer service teams they aspire to become."
“Combining Stella Connect with Medallia Experience Cloud and
Medallia’s new Speech technology creates the work from anywhere
contact center. Increased automation of contact center workflow
lets agents focus on higher value, higher priority interactions
addressing industry wide high staff turnover,” said Leslie Stretch,
president and chief executive officer of Medallia. ”With Stella and
Medallia we can turn contact centers into virtual service centers
by connecting feedback to coaching action in live time.”
Under the terms of the agreement, Medallia will acquire Stella
Connect for approximately $100 million in cash, subject to certain
adjustments as set forth in the definitive agreement. The
acquisition is expected to close this September, subject to
customary closing conditions.
About Medallia
Medallia (NYSE: MDLA) is the pioneer and market leader in
Experience Management. Medallia’s award-winning SaaS platform, the
Medallia Experience Cloud, leads the market in the understanding
and management of experience for customers, employees and citizens.
Medallia captures experience signals created on daily journeys in
person, on calls and digital channels, over video and social media
and IoT interactions and applies proprietary AI technology to
reveal personalized and predictive insights that can drive action
with tremendous business results. Using Medallia Experience Cloud,
customers can 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. www.medallia.com
© 2020 Medallia, Inc. All rights reserved. Medallia®, the
Medallia logo, and the names and marks associated with Medallia’s
products are trademarks of Medallia. All other trademarks are the
property of their respective owners.
About Stella Connect
Stella Connect focuses on unlocking the potential of millions of
frontline people to better serve and connect with their customers.
Our solutions serve to inspire and help teams create great customer
experiences. Stella Connect is the first platform that connects QA
with customer feedback and coaching, giving CX leaders insight into
contact center performance and, ultimately, customer satisfaction.
Stella Connect is headquartered in New York City.
For more information, visit www.stellaconnect.com.
Follow Stella Connect on LinkedIn, Twitter, Facebook, and
Instagram
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PR Contact: Valerie Beaudett press@medallia.com +1 (650)
400-7833
IR Contact: Carolyn Bass ir@medallia.com
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