Mindful
Mindful is a cloud-native contact center experience platform providing callback, scheduling, omnichannel handoff, and real-time voice-of-customer feedback tools to 300+ enterprise customers, including Fortune 500 brands across retail, financial services, telecom, government, and travel.
- Company typePrivate
- Founded1998
- HeadquartersAkron, United States
- Headcount101–250
- GTM typeB2B
- OfferingSoftware
What Mindful does
Mindful is a cloud-native contact center experience platform that helps large enterprises eliminate hold times, route customers across digital and voice channels, and capture real-time customer feedback. The platform is organized around four core modules — Mindful Callback (virtual queue and callback orchestration), Mindful Scheduler (click-to-call scheduling), Mindful Handoff (cross-channel context transitions), and Mindful Feedback (real-time voice of customer surveys) — supplemented by Mindful Insights analytics, Smart Rules configuration, and Dynamic Pacing that auto-adjusts callback parameters based on live ACD/CCaaS metrics. Underlying technology is built on AWS infrastructure with SOC 2 and ISO 27001 certified data centers, and the company holds FedRAMP Low Impact SaaS Authorization for government deployments. The solution integrates natively with leading CCaaS platforms including Genesys Cloud (Platinum AppFoundry tier), Amazon Connect, Twilio Flex, Five9, Avaya, Cisco, and Talkdesk.
The company operates under a usage-based and subscription revenue model, with annual or multi-year contracts priced by contact center size and call volume, and is distributed through direct enterprise sales as well as AWS, Genesys, Twilio, and Five9 marketplaces. Mindful serves 300+ enterprise customers across retail, financial services, telecom, government, travel, and food delivery, including Walmart, U-Haul, AT&T, JPMorganChase, Lowe's, American Airlines, and the Connecticut Department of Labor. Originally founded as Virtual Hold Technology (VHT) circa 1998, the company was sponsored by Alpine Investors in 2018, acquired Survey Dynamix in 2021, rebranded to Mindful in 2022, and is now a subsidiary of Medallia (itself taken private by Thoma Bravo), operating from its headquarters in Akron, Ohio with 101–250 employees.
Mindful firmographics
Firmographics- Name
- Mindful
- Legal name
- Virtual Hold Technology Solutions, LLC
- Website
- https://getmindful.com
- Company type
- Private
- Founded year
- 1998
- Operating status
- Operating
- Headcount range
- 101–250 employees
- Short description
- Mindful is a cloud-native contact center experience platform providing callback, scheduling, omnichannel handoff, and real-time voice-of-customer feedback tools to 300+ enterprise customers, including Fortune 500 brands across retail, financial services, telecom, government, and travel.
- Ownership category
- akta.pro rank
Mindful industry classification
Industry- Product category
- Contact Center Software
- NAICS
- Computer Systems Design Services (541512), Custom Computer Programming Services (541511)
- SIC
- Services-Prepackaged Software (7372)
- akta.pro primary industry
- Conversational NLP & Dialogue Management (chatbots, agents) (HDAAADAF)
Keywords
Where Mindful is headquartered
LocationHeadquarters
- HQ city
- Akron
- HQ country
- United States
- HQ region
- North America
Offices1 record
Markets served
Mindful business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Technology or R&D, Personnel, Marketing or Sales, Infrastructure, Operations
Revenue model
- Contact Center Experience Platform Subscription: Annual or multi-year subscription model for access to Mindful Callback, Scheduler, Handoff, and Feedback modules. Pricing based on contact center size and call volume.
- Usage-based Pricing: Usage-based pricing model allowing customers to scale at a pace that makes sense for their brand. Pay for actual callback and scheduling usage rather than flat licensing.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Usage-based | Monthly | Usage-based scaling model |
Go-to-market motion1 record
Distribution channels5 records
Marketing channels8 records
Mindful product offering
Product offeringCore offering
Mindful is a cloud-native total experience platform for enterprise contact centers, built on AWS infrastructure with nearly 30 years of virtual queue technology expertise. The platform comprises four core modules—Mindful Callback, Mindful Scheduler, Mindful Handoff, and Mindful Feedback—plus Mindful Insights analytics, enabling enterprises to eliminate hold times, schedule calls, transition customers across channels with context, and collect real-time voice-of-customer feedback.
Product overview
Mindful is a total experience platform offering a unified suite of CX solutions centered on four core modules: Mindful Scheduler (online call scheduling/click-to-call), Mindful Callback (virtual queue and callback technology), Mindful Handoff (cross-channel transitions and context passing), and Mindful Feedback (real-time voice of customer/VoC surveys). Additional modules include Mindful Insights (analytics and reporting) and features such as Smart Rules and Dynamic Pacing for callback customization. The platform is designed to eliminate hold times, connect digital and voice channels, and deliver real-time customer feedback. Originally known as VHT (Virtual Hold Technology), Mindful was acquired by Medallia in 2021 and serves Fortune 500 brands across retail, government, travel, telecom, and financial services. The platform integrates with leading CCaaS providers including Genesys Cloud, Amazon Connect, Twilio, Five9, Avaya, and others.
Differentiator
Problem solved
Functional benefit
Brands
- Mindful Feedback: Real-time voice of customer feedback solution for contact centers
- Mindful Callback
- Mindful Scheduler
- Mindful Handoff
- Mindful Insights
Products and services
- Mindful Callback Virtual queue and callback solution that turns hold time into free time for Fortune 500 contact centers. Offers customer-first or agent-first dialing, queue integrity, accurate estimated wait times, and callback double-check to prevent repeat callers, with decades of refinement in queue depth and pacing algorithms.
- Mindful Scheduler Online call scheduling software embeddable as a no-code click-to-call widget on web, chat, app, or any digital property. Allows customers to schedule a call at convenient times with context gathering, multi-experience tracking, SMS confirmations, and agent prep.
- Mindful Handoff Cross-channel transition solution that carries customer context across channels and touchpoints. Collects intent, deflects to self-serve options, sends notifications and reminders, prepares agents before calls connect, and uses AI to analyze messaging responses for self-service deflection.
- Mindful Feedback Real-time voice of customer feedback solution for contact centers that collects actionable insights from customers across IVR, SMS, email, and web channels. Includes keyword flagging, sentiment analysis, and delivers instant alerts to Slack, Teams, email, or Genesys.
- Mindful Insights
Quantifiable outcome
- 28% reduction in abandonment rates
- +13 more outcomes
Companies that use Mindful
Customer profileNamed customers19 records
Segments5 records
Ideal customer profiles4 records
Mindful technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- Yes
- API docs
- API detail
Core technology
AI maturity
App detail
Integration17 records
AI capability8 records
Feature7 records
Mindful partnerships and signals
Strategic signalPartnerships
Seven partnerships are on record, tiered core, flagship and minor.
- Survey DynamixcoreAcquired in 2021, Survey Dynamix capabilities were folded into Mindful Feedback as the real-time voice of customer platform. Added multi-channel survey capabilities and instant transfer IVR surveys.
- Genesys CloudflagshipDeep integration with Genesys Cloud enabling intelligent callbacks without agent workflow disruption. Mindful is a Premium App on Genesys AppFoundry with consolidated purchasing and billing. Includes custom survey integration syncing conversation variables.
- Amazon ConnectcoreIntegration with AWS Amazon Connect contact center platform. Available on AWS Marketplace with support across NA, EMEA, APAC, and RoW regions.
- TwiliocoreIntegration with Twilio Flex and general Twilio platform. Flexible architecture enabling SMS notifications, analytics, and automation. Available on Twilio Marketplace.
- Five9coreIntegration with Five9 cloud contact center platform. Available on Five9 Marketplace.
- Strategic CommunicationsminorPartner managing AWS spend for Connecticut DOL and other government clients, enabling streamlined procurement through AWS Marketplace.
- AWScoreAWS Marketplace listing enabling rapid procurement for enterprises and government agencies. AWS hosts Mindful's cloud infrastructure with SOC 2 and ISO 27001 certified data centers.
Scale indicators14 records
Recent moves6 records
Expansion highlights6 records
Mindful competitors and assessment
Company assessmentMarket position
Weaknesses4 records
Competitive moat6 records
Key risks6 records
Key highlights7 records
Customer concentration
Mindful social profiles
Digital presenceMindful compliance and trust
Trust signalCompliance4 records
Mindful financial estimates
Financial estimateRevenue estimate
Valuation estimate
Mindful leadership team
Management profileNumber of profiles
Profiles4 records
Mindful subsidiaries and ownership
Company hierarchySubsidiaries1 record
Mindful funding detail
Funding detailFunding overview
Funding rounds1 record
Investors1 record
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Mindful M&A and investment
M&A and investmentM&A3 records
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Mindful
What does Mindful do?
Mindful is a cloud-native total experience platform for enterprise contact centers, built on AWS infrastructure with nearly 30 years of virtual queue technology expertise. The platform comprises four core modules—Mindful Callback, Mindful Scheduler, Mindful Handoff, and Mindful Feedback—plus Mindful Insights analytics, enabling enterprises to eliminate hold times, schedule calls, transition customers across channels with context, and collect real-time voice-of-customer feedback.
Is Mindful a public or private company?
Mindful is a private company. It is classified as corporate owned and is currently operating.
When was Mindful founded?
Mindful was founded in 1998. It employs 101 to 250 people.
Where is Mindful based?
Mindful is headquartered in Akron, United States, in the North America region.
How does Mindful make money?
Two revenue lines are on record. Contact Center Experience Platform Subscription is the primary driver. The others are usage-based Pricing.
Does Mindful have an API?
Yes. Mindful offers API endpoints for real-time and historical callback metrics. Available endpoints include raw historical call details from Mindful Callback and access to real-time metrics. These APIs allow brands to pull Mindful's real-time stats for contact center wallboards, send aggregated metrics to managers and leaders alongside voice metrics, and pipe raw callback data into BI or data warehouses for analysis. The APIs are designed to merge callback data into existing call records to analyze contact center journeys and optimize voice experience. Additionally, Mindful is working on incorporating artificial intelligence from Google CCAI and OpenAI. Developer documentation is at docs.medallia.com/en.
What industry is Mindful in?
Mindful's product category is Contact Center Software. Its primary akta.pro industry code is HDAAADAF, Conversational NLP & Dialogue Management (chatbots, agents). Its NAICS code is 541512 and its SIC code is 7372.