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Medallia Experience Management Software Platform

Name: Medallia Experience Management Software Platform
Price: Contact sales for pricing details. USD
Author: Medallia Experience Management Software Platform

Backed By Medallia Experience Management Software Platform

A platform to capture and act on customer and employee feedback.

Customer Support

Overview

Medallia’s Experience Management Software Platform captures and analyzes customer and employee feedback to help organizations improve satisfaction, retention, and operational efficiency.

Use Cases

Track NPS, CSAT, CES

Identify key drivers of satisfaction

Understand employee sentiment

Improve employee engagement

Pinpoint areas for operational improvement

Reduce inefficiencies

Segment customers based on feedback

Tailor interactions to individual needs

Monitor trends over time

Implement changes based on insights

Receive immediate feedback data

Make quick adjustments to strategies

Product Info

Deployment Method

API-basedSaaS

Model Type

Closed Source

Support

Pricing

Custom Enterprise Plan

Contact Sales (High-tier/Custom)

Full suite of experience management tools

Alternates Research On The Product

Top Features

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Omni-channel Feedback Capture (Surveys, Digital, Speech, Text, Social)

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Real-Time Reporting and Dashboards

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Role-Based Case Management (Closed-Loop Feedback)

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Text & Speech Analytics

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Digital Experience Analytics (DXA)

Strengths

Powerful and highly sophisticated AI/Text Analytics capabilities
Robust platform customization for complex global programs
Excellent real-time data aggregation and reporting
Ability to integrate seamlessly with operational systems

Weaknesses

Standard cloud data risks; mitigated by compliance certifications (SOC2, ISO).
Risk of data silos if not properly integrated with all source systems.
Complexity can lead to underutilization of advanced features if users are not adequately trained.
Risk of slow non-priority support resolution if not on a premium support plan.
High TCO (Total Cost of Ownership) due to licensing and required professional services.

Reviews From The Web

Real user experiences from across different platforms

The text analytics capabilities are the best in the market. We can pull insights from thousands of open-ended comments instantly. However, the system is sometimes overkill for simple tasks.

Verified User

2024-08-01

Recommendations

Global, multi-brand organizations with complex experience programs and high data volumes

erience programs and high data volumes

Companies prioritizing sophisticated AI/ML for unstructured data analysis (Text, Speech)

tructured data analysis (Text, Speech)

Small to mid-market businesses seeking low-cost or self-service solutions

self-service solutions

Users requiring a simple, immediate out-of-the-box survey solution

survey solution

Final Verdict

Provides a single, complete view of the 'Total Experience' (TX) across customer and employee journeys, enabling large enterprises to manage complex programs, identify experience gaps quickly, and automate corrective actions at scale.

Best For

•Global, multi-brand organizations with complex experience programs and high data volumes
•Companies prioritizing sophisticated AI/ML for unstructured data analysis (Text, Speech)
•Enterprises that require deep integration with existing operational systems (CRM, ERP)

Watch Out For

•High initial investment and total cost of ownership (TCO)
•Contracts typically enforce long-term commitment.
•Standard cloud data risks; mitigated by compliance certifications (SOC2, ISO).
•Risk of data silos if not properly integrated with all source systems.

High licensing cost, primarily targeting large enterprises System setup and implementation can be complex and resource-intensive Steep learning curve reported for non-admin end-users Requires significant investment in professional services for optimization

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