The contact center today is the nerve center of the operation and has needed to provide great agility in identifying and managing shifting challenges. Every conversation between agents and customers contains a gold mine of insights, but uncovering the meaningful nuggets of information within thousands, or even millions, of hours of calls, is a massive challenge. In this on-demand presentation, you will learn how AI-powered speech analytics helps you improve call quality, operations, and overall customer experience.

PRESENTERS:

Joanna Moser, Solutions Principal, Medallia

Joanna Moser is the global Solutions Principal for Medallia’s Analytics Products, including Speech & Text Analytics, Social, & Action Intelligence. She has been at Medallia for five years and supports customers by illustrating the value of a fully integrated Insights & Analytics platform within the core Medallia solution and communicating customer needs back to the Medallia product team to influence the roadmap. She has been a core contributor to design and roll-out of best practices reporting for Analytics-focused best practice packages. Prior to Medallia, Joanna spent 4 years at Clarabridge as a consultant, leading implementations for complex, on-premise accounts and as a lead on the reporting team.

Jason Jung, Product Marketing, Medallia

Jason Jung is a member of the Product Marketing team at Medallia. With a focus on Medallia Platform for Enterprise, he is responsible for Medallia Digital, Conversations, Social, Zingle and Adobe integrations. Prior to Medallia, Jason worked in product marketing at Okta and Ping Identity.