Enterprise software giant Oracle has been selected by employee experience platform provider Medallia to become the preferred cloud infrastructure provider for its Medallia Experience Cloud offering.
The main thrust of Medallia’s offering is its cloud-based customer experience software platform, which captures voice of the customer feedback across a host of channels – including web, social, mobile, and contact centre. The company says it already processes more than a billion comments from its customers’ employees, using AI to reveal insights and predict factors such as churn.
“We are very excited to select Oracle as a preferred cloud infrastructure partner. From both a business and technology perspective, our newest partnership with Oracle is an important one to us. With this transition, we’re expecting to see higher performance at a lower price point and expand our customer base through Oracle’s global data centre footprint,” said Steve Vierra, senior vice president, Channels, Alliances, and Global Partnerships, Medallia.
The companies said the move to Oracle Cloud Infrastructure would help Medallia to both attain performance improvements and expand globally. As a result of the partnership, Medallia Experience Cloud will also be available via the Oracle Cloud Marketplace.
“Medallia’s leadership in experience management and engagement is impressive and so is the company’s vision for expanding globally,” said Dave Profozich, senior vice president, ISV Ecosystem, Oracle. “We’re excited to help them optimise for growth with Oracle Cloud Infrastructure.”
Real-Time Voice of the Customer
The move also serves as an expansion of Medallia’s collaboration with Oracle Advertising and Customer Experience, first announced last year. The project’s intention is to enable real-time feedback on customer service interactions.
“Recent events have put in motion a new set of customer behaviours and requirements. Businesses need to react quickly in order to continue providing services and pick up on the signals customers are sending,” said Rob Tarkoff, executive vice president and general manager, Oracle Cloud CX and Data Cloud. “With Oracle CX Service, and our work with partners like Medallia, we are helping brands make every customer interaction matter by providing our customers with the data they need to read and react to signals in real-time, and ultimately create lasting relationships with their customers.”
