Medallia to acquire Mindful
Customer and employee experience company Medallia Inc. signed a definitive agreement to acquire callback automation provider Mindful from private equity firm Alpine Investors.
Formerly known as CHT, Mindful will add to Medallia’s ability to turn customer signals into action, transforming the contact center experience and turning detractors into promoters.
Medallia CEO Leslie Stretch said, “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.
Mindful’s patented technology enables customers to schedule a call when convenient for them, automates intelligent callbacks that turn hold time into free time, seamlessly transitions customers to other channels when needed, and provides automated call initiation based on signals from various channels. Using direct and indirect feedback from Medallia Experience Cloud enables a focused personalization absent from most contact center interactions.
Mindful CEO Matt DiMaria said. “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.”
The deal is subject to regulatory approval and is expected to close in the third quarter of this fiscal year.
