Medallia to Buy Callback Automation Firm Mindful

US-based customer experience management specialist Medallia has agreed to acquire callback automation company Mindful, from private equity firm Alpine Investors, for an undisclosed sum.

Previously known as VHT, Mindful offers a suite of callback capabilities including call scheduling, channel transitions, automated SMS notifications, and insight through real-time customer feedback and analytics. The firm has also developed the Mindful Feedback tool, a voice of customer solution built to help contact centers gather real-time insights from customers. The tool was acquired with experience platform Survey Dynamix last year, and renamed in March.

Medallia says the deal will add to its own ability to convert customer signals into action, while transforming the contact center experience. CEO Leslie Stretch (pictured) comments: '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. At the same time, contact centers will be able to use their staff much more efficiently by shifting call volumes to the most efficient times, routing calls to the most relevant queues, and resolving issues without wasting either customers' or agents' time'.

Web sites: www.medallia.com and www.getmindful.com .