Why Medallia
Why Medallia

Learn how partnering with us can transform your business — for both customers and employees.
Success Stories

See results from brands like yours
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Optimize your program spend
Enterprise-Grade Platform

Explore all features and benefits
World-Class Service

Get support for crucial operations
Global Impact

Impact the world beyond your own
AI Leadership

Follow our AI experience innovations
Partner Network

Access approved, localized expertise
Platform
Medallia Platform

Explore how experiences come together in one powerful platform.
Comprehensive Feedback Capture

Collect every signal for more meaningful data
Administration

Run complex, global programs with self-service
Role-Based Reporting

Close the loop and drive action quickly
AI & Analytics

Uncover essential insights from every interaction
Integrations

Easily share data across systems and teams
Pricing

Expand your program with flexible pricing
Enterprise-Grade Security

Keep your business data safe and compliant
Solutions
Customer Experience

End-to-end customer experience management and orchestration
Overview
Customer Experience Management
Digital Experience
Experience Orchestration
Personalized Messaging
Employee Experience

Employee listening and activation solutions
Overview
Employee Listening
Employee Activation
Ideas
Contact Center

Improve agent engagement and optimize service quality
Overview
Conversation Intelligence
Agent Coaching
Quality Management
Intelligent Callback
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Expert research strategy, design, analytics, and deliverables
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Get guidance from leading experience professionals across a variety of mediums.
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Whether a tenured Medallia pro or a burgeoning advocate, there’s plenty to learn.
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Our team is ready to support you with knowledge, help, and new enhancements.

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MEDALLIA FOR CONTACT CENTERS

Unlock your smartest insights

Medallia captures the emotion, intent, and unmet needs behind every customer and agent interaction, turning them into actionable intelligence that drives better experiences and lasting change

Start turning insights into action

Why Medallia?

Make your contact center a source of truth

Medallia turns unstructured signals into actionable insights, connecting every team to what’s really happening in customer conversations. It fits right in with the tools you already use, with out-of-the-box integrations for your CCaaS, CRM, and workforce platforms.

  • Identify the root cause behind call drivers and fix it upstream
  • Equip agents with full context to resolve issues faster
  • Deliver real-time coaching and recognition to retain top talent
  • Detect churn risks early and trigger automated recovery
  • Built for global scale with enterprise-grade security and integrations

Conversational Intelligence

Surface what matters from every conversation

Medallia analyzes 100% of customer interactions across voice, chat, and messaging platforms, capturing emotion, sentiment, and intent across dozens of languages and dialects, so you never miss what your customers are really saying.

  • Unify structured and unstructured data in one platform
  • Detect emotion, sentiment, and intent to spot issues early
  • Activate insights to improve journeys, reduce effort, and grow loyalty
See what your data’s saying

Intelligent Callback

Let customers choose when to connect with you

Mindful Callback by Medallia eliminates hold times by letting customers schedule callbacks, boosting satisfaction while easing pressure on your teams.

  • Frictionless handoffs between voice and digital
  • Faster resolution, better CSAT, higher FCR
  • Less stress for agents, more control for customers
Cut the hold time

Agent Coaching

Motivate and grow every agent

With agent-first coaching tools and AI-driven insights, Medallia helps frontline teams improve performance and feel supported.

  • Capture feedback after every interaction
  • Recognize wins with kudos and team leaderboards
  • AI auto-generates coaching plans so leaders can lead


    

    

                    
            





    
        Boost agent performance    
    

                    


                                                                                                                                                                                                                            
                    

                
        



        
        


                                

                    
                    

                        


    

                
Quality Monitoring

                
Review what actually matters        

            






    


        

                        
    

  • AI highlights high-impact moments automatically
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  • Reduce manual review and speed up performance cycles
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  • Link QA insights to behavior and business outcomes
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        Spot coachable moments