San Francisco-based Medallia Inc. has completed the acquisition of the speech-to-text platform, Voci Technologies. Voci’s artificial intelligence and deep learning capabilities will be matched with Medallia Experience Cloud to provide insights from customer calls including emotion, sentiment and voice biometric identity, which should enable contact centers to work at significantly higher levels.
Voci will maintain its headquarters in Pittsburgh.
The transaction, announced at the end of April, stated that agreement called for Medallia to acquire Voci for approximately $59 million in cash.
“We are delighted to complete the acquisition of Voci; they have a unique technology and a talented team,” Medallia CEO Leslie Stretch said, in a statement. “The growth of critical data from call centers is another significant signal we have added to our experience management platform to help companies and government agencies understand customer expectations and sentiment in the moment.”