The partnership will empower enterprise organizations to understand customer sentiment and experience through real-time analysis of high-quality audio and media data sets captured by Conversa and to understand and optimize the customer experience to drive operational efficiencies at scale.

Seamless integration to company-wide conversations captured by Conversa coupled with Medallia Experience Cloud, will deliver deep insights to customer sentiment and drive revenue-impacting business decisions to retain customers and avoid costly churn.

“With disruptive forces placing even more pressure on businesses, the powerful insights provided by Medallia, enabling the optimization of the customer journey is likely to be a critical success factor,” said Pete Ellis, Red Box CPO. “However, timely access to the high-quality insights generated by Medallia is directly linked to both the quality and customer sovereignty of the data fueling the platform. These issues are often not understood or are overlooked by organizations using legacy recording vendors and we’re delighted to partner with Medallia to help enterprises overcome them and maximize ROI.”

“We are in the midst of massive changes to business as usual and a brand’s engagement with its customers via voice-based interactions offers a goldmine of untapped insights into revenue-impacting customer sentiment, making Medallia an essential cloud technology for companies of all sizes, said Steve Vierra, senior vice president channels, alliances and global partnerships for Medallia. “The partnership with Red Box follows our acquisition of Voci earlier this year, with a clear link between Red Box’s unique ability to provide customers with access to captured conversations in high-quality and in real-time to fuel accurate transcriptions and highly accurate insights.”