CallMiner vs Medallia: Which Is Better for Your Team in 2026?
CallMiner and Medallia are both used for conversation intelligence. Below we compare them on pricing, AI capabilities, compliance, and the use cases each one fits best — all from verified vendor data.
Choose CallMiner if…
- Large enterprise contact centers (500+ agents) in financial services, collections, healthcare, and insurance needing 100% call QA coverage
- Regulated-industry buyers requiring HITRUST, PCI DSS, SOC 2, and ISO 27001 certifications before procurement
- Organizations consolidating post-call analytics, real-time agent guidance, and virtual agent automation on one platform
Choose Medallia if…
- Large enterprise brands (Fortune 1000) needing a unified XM platform that combines post-call speech analytics, NPS/CSAT surveys, and agent coaching signals in one data model
- Government and regulated-industry buyers (healthcare, financial services, public sector) requiring FedRAMP High, HIPAA, PCI DSS, and HITRUST simultaneously
- Organizations already running Medallia for CX surveys who want to extend the same platform into contact center conversation analytics without a separate vendor
CallMiner vs Medallia: feature comparison
| Feature | CallMiner | Medallia |
|---|---|---|
| At a glance | ||
| Category | Conversation intelligence | Conversation intelligence |
| Best fit | Mid market, Enterprise | Enterprise |
| Deployment | Cloud, On premise, Hybrid | Cloud, Private cloud |
| Channels | Voice, SMS, Email, Web chat | Voice, SMS, Email, Web chat, Social DMs |
| Pricing & ratings | ||
| Starting price | Contact sales | Contact sales |
| Free trial | No | No |
| User rating | — | 4.5/5 (591 G2 reviews) |
| AI capabilities | ||
| Autonomous voice agent | Yes | No |
| Real-time agent assist | Yes | Yes |
| Conversation intelligence | Yes | Yes |
| Automated QA | Yes | Yes |
| Intelligent routing | Yes | No |
| Compliance | ||
| SOC 2 Type II | Yes | Yes |
| HIPAA | Yes | Yes |
| PCI DSS | Yes | Yes |
| GDPR | No | Yes |
CallMiner vs Medallia: frequently asked questions
- What is the difference between CallMiner and Medallia?
- CallMiner is the most battle-tested conversation intelligence platform — 550+ customers, HITRUST/SOC 2/PCI/ISO 27001 certified, Forrester Wave Leader 2025, plus virtual agents via VOCALLS acquisition. By contrast, Medallia is the enterprise XM incumbent — Gartner MQ Leader, FedRAMP High, 2,000+ global brands. Contact center play is post-call analytics and QM, not autonomous agents.
- How much do CallMiner and Medallia cost?
- Both CallMiner and Medallia use quote-based pricing and do not publish standard per-seat rates — contact each vendor's sales team for a quote tailored to your seat count and usage.