Medallia
The Leader in Experience Management.
Overview
Medallia is a leading customer and employee experience management platform. It captures experience signals from a vast array of sources (surveys, reviews, social media, support calls) and uses AI to analyze the data in real-time. This provides enterprises with a comprehensive understanding of their customers and employees, enabling them to take action to improve experiences.
✨ Key Features
- Omnichannel data capture (surveys, web, mobile, voice, video)
- AI-powered text and speech analytics (Athena AI)
- Predictive analytics and churn prediction
- Role-based dashboards and real-time alerts
- Action-oriented workflows and case management
- Benchmarking against competitors
🎯 Key Differentiators
- Superior ability to capture and analyze unstructured data (voice, video)
- Real-time, action-oriented insights delivered to frontline employees
- Proprietary AI (Athena) for deep analysis and prediction
Unique Value: Provides a comprehensive, real-time view of the customer and employee journey by capturing signals from all channels and putting insights directly into the hands of people who can act.
🎯 Use Cases (5)
✅ Best For
- Large-scale, enterprise-wide VoC programs
- Analyzing unstructured data from contact centers
- Improving digital customer journeys
💡 Check With Vendor
Verify these considerations match your specific requirements:
- Small businesses or teams needing a simple survey tool
- Users with a primary need for basic form building
🏆 Alternatives
Often considered a leader alongside Qualtrics, Medallia differentiates with its strength in analyzing unstructured data from contact centers and its focus on operationalizing feedback.
💻 Platforms
✅ Offline Mode Available
🔌 Integrations
🛟 Support Options
- ✓ Email Support
- ✓ Live Chat
- ✓ Phone Support
- ✓ Dedicated Support (Varies tier)
🔒 Compliance & Security
💰 Pricing
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