Medallia provides a cloud‑native Experience Management Platform that aggregates feedback from voice, text, video, web, mobile, and sensor sources into a unified data lake. Built‑in AI extracts sentiment, intent, and predictive risk, enabling real‑time orchestration with next‑best‑action recommendations and role‑based dashboards. The platform integrates via REST APIs and pre‑built connectors to CRM, ERP, and contact‑center systems while meeting enterprise security and compliance standards.
Funding
Funding not disclosed
Founders
Product
Problem
Organizations often collect experience data from disparate sources—surveys, call recordings, digital interactions, and social media—resulting in fragmented insights, delayed action, and inconsistent customer and employee experiences. Scaling these programs across global operations while maintaining data security and compliance adds further complexity.
Solution
Medallia delivers an enterprise‑grade, cloud‑native Experience Management Platform that unifies all feedback signals into a single data lake. Built‑in AI and advanced text‑analytics automatically extract sentiment, intent, and predictive risk from raw inputs. The platform provides real‑time experience orchestration, enabling rule‑based or machine‑learning driven next‑best‑action recommendations across channels. Role‑based dashboards and configurable reporting close the feedback loop for both frontline agents and senior leaders. Seamless integrations via RESTful APIs and pre‑built connectors to CRM, ERP, and contact‑center systems ensure data flows securely across the enterprise. Administrators can launch, scale, and govern global programs through a self‑service admin suite with granular access controls and audit trails.
Target Audience
Primary customers are large enterprises and regulated organizations across industries such as financial services, healthcare, retail, and telecommunications that require end‑to‑end management of customer and employee experiences at scale.
Features
- Unified feedback ingestion engine supporting voice, text, video, web, mobile, and sensor data at scale
- AI‑powered analytics stack (sentiment analysis, topic modeling, predictive churn scoring) with customizable model pipelines
- Experience Orchestration engine for real‑time decisioning and personalized messaging (two‑way AI‑driven chat)
- Role‑based reporting and KPI dashboards with drill‑down capabilities for agents, managers, and executives
- Integration layer offering REST APIs, FHIR, and out‑of‑the‑box connectors to major CRM, ERP, and contact‑center platforms
- Admin Suite for multi‑region program governance, self‑service survey design, and automated workflow management
- Enterprise‑grade security framework: end‑to‑end encryption, SOC 2, ISO 27001 compliance, and role‑based access control
- Modular product catalog (Customer Experience, Employee Experience, Contact Center, Market Research) that can be mixed and matched per business need