Medallia Speech will add real-time voice transcription to Medallia Experience Cloud, and will help users analyse millions of call hours.

The company said that the new speech analysis tool will could be combined with insights from text analytics, digital, video and other channels.

Leslie Stretch, chief executive at Medallia, said: “There is a gold mine of insights in speech and video – two massive and growing channels – and Medallia is the only experience management platform to combine all of the human communication methods being used to gain feedback into a single platform.”