Medallia

Medallia is an enterprise experience management platform that collects and analyzes feedback signals across customer, employee, digital, and contact center touchpoints. The platform gathers data from surveys, speech, social channels, video, and digital interactions to help organizations track customer satisfaction and operational performance.

Designed for enterprise organizations across industries such as retail, healthcare, financial services, and hospitality, Medallia enables teams from executive leadership to frontline staff to make data-informed decisions. Its built-in artificial intelligence capabilities automatically surface emerging themes, draft contextual responses, and identify underlying operational drivers.

By consolidating multiple listening channels into a single system, Medallia streamlines feedback workflows, role-based reporting, and closed-loop issue resolution across different departments.

Key features

• Insights Assistant: Allows users to query secure operational experience data using conversational prompts to get immediate answers.
• Smart Topic Builder: Automatically identifies feedback topics and suggests analytics rules without manual tagging.
• Root Cause Assist: Analyzes metric fluctuations to pinpoint the specific factors driving changes in customer or employee feedback.
• Smart Response: Drafts personalized, branded replies to customer feedback to speed up resolution times.
• Agent Connect: Provides real-time feedback, personalized coaching, and quality management tools for contact center staff.
• Role-based reporting: Delivers custom dashboards and automated alerts tailored to specific job functions and security permissions.