Medallia
Enterprise experience management platform that collects customer and employee feedback and analyses it with AI.
Medallia is an experience management platform for large organisations. Medallia gathers customer and employee feedback from surveys, digital journeys and conversations, analyses structured and unstructured data with AI, and routes alerts and follow-up tasks to the people responsible. Pricing is based on Experience Data Records and is arranged through the sales team.
Best for Large companies that run feedback programmes across many channels, regions and teams and need the analysis and follow-up in one system.
- Platforms
- Web
- Pricing model
- Contact sales
- Made by
- Medallia, Inc.
- Added
Last verified: . Information taken from medallia.com.
What is Medallia?
Medallia is an enterprise software platform for managing customer and employee experience. It captures feedback signals from surveys, digital journeys, messaging and contact-centre conversations, then applies analytics to both structured data and free text. The AI features described on the site write personalised, branded replies to feedback, detect emerging themes without manual tagging, look for the drivers behind a result and condense large volumes of comments into summaries. Product areas include customer experience management, employee listening, conversational intelligence, agent coaching and quality management for contact centres, and market research services. Reporting is role-based, and alerts feed closed-loop workflows so that issues are followed up. Medallia prices its Experience Cloud by the Experience Data Record, a unit covering all data tied to one interaction, sold in annual tiers.
Key Features
Feedback Capture
Collects customer and employee signals from surveys, websites, messaging and conversations into one platform.
Text Analytics and Themes
Surfaces emerging topics in open-ended comments automatically, without manual tagging.
AI-Generated Replies
Drafts personalised responses in the company's brand voice so staff can answer feedback quickly.
Root Cause Analysis
Examines the data to identify what is driving a score or trend without needing an analyst.
Conversational Intelligence
Produces insights from contact-centre interactions and supports coaching and quality management.
Role-Based Reporting
Delivers dashboards and alerts suited to each role, linked to closed-loop follow-up workflows.
Use Cases
- Customer Loyalty Tracking
- Measure experience over time and act on detractor feedback.
- Digital Journey Feedback
- Capture and score what visitors experience on websites and apps.
- Contact Centre Quality
- Review conversations to coach agents and check service quality.
- Employee Listening
- Gather feedback from candidates and staff from hiring through exit.
- Market Research
- Run pre-built surveys, online focus groups and panel studies.
Things to know
- No public price list
- Costs are quoted by the sales team; the site explains the pricing unit but gives no amounts.
- Single pricing metric
- The site says analytics, workflows, security and self-service features are covered by the Experience Data Record price rather than charged per channel.
- Built for large programmes
- The product is positioned for enterprises with complex, global feedback programmes.
FAQs
What is Medallia?
Medallia is an experience management software platform that collects and analyses customer and employee feedback for enterprises.
What is Medallia used for?
Medallia is used to run voice-of-customer and employee feedback programmes, analyse the responses and trigger follow-up actions.
How is Medallia priced?
Medallia uses a model based on Experience Data Records, priced in annual tiers. No figures are published; the pricing page directs buyers to contact the company.
What is an Experience Data Record?
In Medallia's pricing, an Experience Data Record covers all data linked to one discrete interaction between a customer or employee and a company.
Does Medallia use AI?
Yes. Medallia describes AI features for generating replies, detecting themes, finding drivers and summarising unstructured text.
Who makes Medallia?
Medallia is developed by Medallia, Inc.
Who it's for
- Enterprises
- CX teams
- Contact centers
- HR teams
- Market researchers
Comments
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