Cogito, Medallia partner for enhanced contact centers
BOSTON, UNITED STATES — Software company Cogito partners with Medallia, an enterprise experience platform, to enhance contact center experiences.
Their collaboration aims to elevate contact center interactions, offering customers and agents enhanced experiences.
The partnership also provides a bi-directional data transfer, enriching real-time guidance cues for agents and generating invaluable data on customer behavior during calls, which will refine Medallia’s analytics.
With the growing demand for personalized customer service, Cogito leverages Medallia’s data for deeper customer insights, ensuring more effective interactions. Cogito’s Emotion and Conversation artificial intelligence (AI) captures data in every call, providing deeper insights.
Cogito’s CEO, Joshua Feast, emphasized the partnership’s aim to enhance service efficiency for agents and customers. “By partnering with Medallia, we’re reducing friction by improving both the employee experience and the customer experience, driving more long-term business value from every service interaction,” Feast added.
Alex Glanz, Medallia’s EVP of Strategy, noted the collaboration would improve customer interactions, increase loyalty, reduce costs, and boost business performance.
Venture-backed firm Cogito uses emotion and conversation AI to aid contact centers and serves 8 Fortune 25 companies, among other brands.
