Medallia Overview

What is Medallia?

Medallia is a customizable and AI-powered Customer Experience Management (CXM) platform that helps organizations manage and improve experiences for customers, employees, and contact center agents. Medallia’s SaaS solution analyzes interaction, experience, and conversational data across digital, social, email, and connected devices to understand patterns, identify issues or opportunities, and provide real-time insight for improved experiences.

Key Medallia Features and Capabilities

Customer Experience Management (CXM): Medallia provides end-to-end CXM tools that support engaging omnichannel experiences, empower employees, and drive customer loyalty.
Digital Experience Management (DXM): Medallia offers real-time insights for online interactions that help employees understand intent and deliver personalized experiences.
Employee Experience Management: Medallia captures and analyzes employee information and feedback to improve internal processes, increase employee engagement, and streamline the recruiting and onboarding process. Medallia also supports idea crowdsourcing so employees can share their thoughts and feedback.
Contact Center Experience Management: Medallia helps companies gain important insights from every customer interaction to support engaging customer experiences, improve agent performance and productivity, and reduce operating costs. Medallia also provides an array of contact center tools to help support a streamlined experience for agents and customers, which include:
- Conversation Intelligence
- Agent Coaching
- Quality Management
- Intelligent Callback
- Role-Based Reporting