Medallia, Inc. announced that HelloFresh, has selected Medallia to transform their contact center experience. HelloFresh partnered with Medallia to understand structured and unstructured data to improve its US contact center experience and ultimately, the overall customer experience. The leading meal-kit company was looking to automate its quality assurance processes and turn customer insights into action to improve the experience for both customers and agents.

With AI-driven speech analytics, HelloFresh can now automate quality monitoring across all frontline agents, identifying high-impact calls for manual reviews, instead of randomly selecting a small subset of calls for manual review. This comprehensive monitoring helps the contact center be more proactive in identifying emerging issues across all business lines and being able to act quickly to resolve them. And by understanding the reason for calls alongside more focused, insight-driven frontline coaching, HelloFresh can better empower agents to solve issues faster, lowering call volumes, duration, and agent frustration.

Medallia's Contact Center Suite captures 100% of customer and agent interactions, leveraging artificial intelligence to provide in-depth customer analysis, and driving integrated learning via near-real time coaching to frontline agents.