Medallia

Medallia Experience Cloud helps enterprises turn experience data into business actions and performance improvements. It serves customer experience, employee experience, contact center, and market research needs. The platform brings together signals from surveys, voice, chat, web behavior, social channels, employee feedback, and video feedback. Analytics include AI-powered themes and root-cause analysis across structured and unstructured data. Teams can use alerts, case management, role-based reporting, and closed-loop feedback workflows to act on findings. Listed capabilities also include sentiment analysis, NPS surveys, feature requests, feedback portals, and in-app feedback. Medallia says it offers hundreds of ready-made integrations, including Workday, Salesforce, ServiceNow, and Adobe; APIs and ETL can connect legacy systems and support custom connectors. Medallia Mobile lets employees view feedback, dashboards, metrics, and alerts and take action from the app. The platform is available on Android, iOS, web, and API. Pricing is available through sales in annual tiers; the Experience Data Record plan includes unlimited users. Medallia lists security and privacy controls including granular role-based access, data masking, field-level encryption with BYOK, and IP allowlisting.

Medallia Experience Cloud combines broad feedback capture with analytics and follow-up workflows. Organizations should request annual-tier pricing and review which capabilities fit their experience programs.

Medallia describes the platform for enterprises working on customer or employee experience, contact centers, or market research. It may suit teams that need to collect feedback across channels and route findings through workflows.

Overview

Medallia Experience Cloud is an enterprise platform for collecting and acting on customer and employee experience data. It is best suited to organizations coordinating feedback across channels and teams. Its broad toolkit is a strong fit for mature experience programs, but annual-tier, custom pricing makes it less suitable for buyers seeking a low-cost, self-serve option.

Key features

Medallia combines surveys, voice, chat, web behavior, social activity, employee feedback, and video feedback. That breadth can help organizations bring customer and employee signals together, though it is most useful when teams have the capacity to interpret feedback from multiple channels.

AI-powered themes and root-cause analysis work across structured and unstructured data, helping teams investigate patterns beyond headline scores. Alerts, case management, role-based reporting, and closed-loop feedback workflows link findings to follow-up, making the platform more practical for organizations that need feedback to drive operational action. It also supports sentiment analysis, NPS surveys, feature requests, a feedback portal, and in-app feedback.

Medallia says it offers hundreds of out-of-the-box integrations, including Workday, Salesforce, ServiceNow, and Adobe. APIs and ETL can connect legacy systems and support custom connectors, an advantage for organizations with established data environments. Buyers should assess whether their priority systems and data flows fit the intended program.

Security controls include granular role-based access, data masking, field-level encryption with BYOK, and IP allowlisting. Medallia lists certifications and compliance frameworks including SOC 2 Type II, GDPR/SCCs, CCPA, HIPAA, HITRUST, and several ISO standards. It also says it does not sell customers’ or end users’ personal information and provides tools for data deletion, export, and modification.

Medallia Mobile lets employees view feedback, dashboards, metrics, and alerts and take action in the app. Implementation and onboarding, managed services, education, and strategic analytics and advisory services can support organizations that need help establishing or maintaining an experience program.

Pricing

Medallia Experience Cloud uses annual tiers priced by Experience Data Record, with custom pricing available from sales. Unlimited users are included, as are customer and employee data, analytics, workflows, security, and self-service. The user model avoids a per-seat cap, but buyers still need to establish which annual tier fits their data volume and budget before committing. There is no lower published tier to compare against.

Platforms

Medallia supports Android, iOS, web, and API access. Mobile access is aimed at employees reviewing feedback and acting on metrics and alerts; the platform’s broader scope suits organizations operating across desktop and mobile workflows.

Who it's for

Medallia describes solutions for customer experience, employee experience, contact centers, and market research. It is a sensible candidate for organizations that want a shared system for diverse feedback signals, analytics, and follow-up. Smaller teams with a narrow survey need or a firm low-cost ceiling should consider more focused tools.

Pros and cons

• Pro: Feedback capture spans customer and employee channels, giving broad experience programs more signals to analyze.
• Pro: Analytics connect to alerts, case management, and closed-loop workflows, so insights can feed follow-up rather than stop at reporting.
• Pro: Unlimited users are included in the annual-tier plan, which avoids seat-based access limits.
• Con: Custom annual pricing requires a sales conversation and makes costs harder to compare before purchase.
• Con: The breadth of channels and workflows is more than a focused program may need, potentially adding unnecessary scope.

Alternatives

For contact-center quality teams, Convin offers a free plan with manual QA, flexible call-auditing templates, automated audit workflows, and reporting; consider it when that narrower starting point and free entry matter more than Medallia’s cross-channel experience scope. Amazon Connect is a paid option with a free trial and per-contact messaging pricing on one plan, making it worth considering when contact-center messaging is the priority.

MaestroQA has a free tier with 100 Agent Runs per month and unlimited Q&A, plus a Starter plan at $185 a month for 300 Agent Runs per month; it may suit teams focused on agent quality workflows and run-based pricing. SESTEK Text-to-Speech is a paid option for API, Linux, self-hosted, and Windows deployments, with business licensing offered through pay-as-you-go or subscription plans.

Other options include ASAPP Interaction Intelligence, Hear, Level AI Contact Center Analytics, and QEval. Compare the related Contact Center Analytics Software, Customer Experience Analytics Software, Call Center Quality Management Software, Customer Journey Analytics Software, Customer Experience Management Software, and Voice of Customer Software lists when choosing by category.

Verdict

Choose Medallia if your organization needs to bring together customer and employee feedback, analyze it across channels, and connect findings to follow-up workflows. Its strongest case is breadth paired with included unlimited users; look elsewhere if your program is small, narrowly focused, or needs transparent, low-cost pricing.