Medallia, Inc.

Unifies experience feedback and insights so teams can understand interactions, close the loop, and drive action across programs.

Helps organizations manage and orchestrate customer experiences end to end, including digital interactions and personalized messaging.

Helps organizations listen to employees and activate them through dedicated employee experience solutions.

Helps contact centers improve agent engagement and service quality with conversational intelligence, agent coaching, quality management, and intelligent callback.

Provides expert support across research strategy, design, analytics, and deliverables, with agile research and video offerings.

Capabilities to collect, analyze, and operationalize customer feedback in real time, including closed-loop remediation, NPS and churn risk detection, sentiment analysis, and CX workflows.

Products: Customer Experience, Medallia Platform

Features for automated QA, compliance monitoring, real-time operational metrics, and scoring to improve agent performance and ensure consistency across customer service operations.

Products: Contact center experience

Mechanisms to measure and improve employee engagement and lifecycle experience through surveys, feedback, and data-driven actions.

Products: Employee Experience, Medallia Platform

Supports research strategy, study design, agile and video-based research, analytics, and deliverables to inform business decisions.

Products: Market research

Orchestration and end-to-end automation of customer journeys including onboarding, multi-channel flows and process automation using drag-and-drop design and APIs.

Products: Customer Experience, Medallia Platform

Medallia Platform

Medallia Platform brings experiences together in an enterprise-grade platform for customer and employee experience management. It captures feedback signals, provides AI and analytics to uncover insights from interactions, and offers role-based reporting to help teams close the loop and drive action. Self-service administration supports complex, global programs, while integrations share data across systems and teams. Enterprise-grade security helps keep business data safe and compliant.

• Capture More Feedback Signals
  Collect signals across experiences to create more meaningful data for understanding them.
• Uncover Insights From Interactions
  Use AI and analytics to surface essential insights from interactions.
• Drive Action With Role-Based Reporting
  Role-based reporting helps teams close the loop and act quickly.
• Protect Business Data And Compliance
  Enterprise-grade security helps keep business data safe and compliant.
• Manage And Orchestrate Customer Experiences
  The platform is positioned for end-to-end customer experience management and orchestration.
• Manage Complex Programs Independently
  Self-service administration supports the operation of complex programs across global organizations.
• Share Data Across Systems And Teams
  Integrations make it possible to share data across systems and teams.

Customer Experience

Medallia Customer Experience is an end-to-end solution for customer experience management and orchestration. It includes digital experience and personalized messaging capabilities, including Medallia Concierge, and is associated with Medallia Experience Orchestration.

• Manage Customer Experiences End To End
  Manage customer experiences end to end through a solution explicitly focused on customer experience management.
• Orchestrate Customer Experiences
  Orchestrate customer experiences as part of an end-to-end customer experience management solution.
• Address Digital Customer Experiences
  Support digital experiences as a defined part of the customer experience solution.
• Deliver Personalized Customer Messages
  Use personalized messaging as part of the customer experience solution through Medallia Concierge.

Employee Experience

Medallia’s employee experience solution offers employee listening and activation solutions.

• Listen To Employees
  Supports listening to employees as part of an employee experience program.
• Activate Employees
  Supports employee activation as part of an employee experience program.

Contact center experience

Medallia’s contact center experience solution is designed to improve agent engagement and optimize service quality. It includes conversational intelligence, agent coaching and quality management offerings such as Agent Connect, and intelligent callback through Mindful.

• Support Agent Development
  Agent coaching supports the solution’s focus on improving agent engagement and optimizing contact center service quality.
• Apply Conversational Intelligence
  Conversational intelligence is included in the contact center solution, alongside capabilities for coaching agents, managing quality, and providing callbacks.
• Optimize Service Quality
  Quality management is included in the contact center solution, which is designed to optimize service quality.
• Offer Intelligent Callbacks
  Mindful provides contact centers with intelligent callback options for customers.

Market research

Medallia’s market research solution offers expert research strategy, design, analytics, and deliverables. Its listed offerings include Agile Research, Medallia Video, and research strategy and services.

• Access Expert Research Strategy
  Get expert research strategy through Medallia’s market research offering and services.
• Explore Agile Research
  Access Medallia’s Agile Research offering as part of its market research solutions.
• Plan Research Design
  Use expert research design services included in Medallia’s market research offering.
• Access Research Analytics
  Use expert analytics included in Medallia’s market research offering.
• Receive Research Deliverables
  Obtain expert research deliverables through Medallia’s market research offering.
• Use Video Research Offerings
  Access Medallia’s video offering within its market research solutions.