Medallia vs Observe.AI: Which Is Better for Your Team in 2026?
Medallia and Observe.AI 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 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
Choose Observe.AI if…
- Enterprise contact centers (100–100,000 agents) needing 100% call QA coverage with zero sampling
- Financial services, insurance, and healthcare teams with strict HIPAA, PCI, and SOC 2 compliance requirements
- Operations leaders consolidating conversation intelligence, real-time assist, and QA automation onto a single platform
Medallia vs Observe.AI: feature comparison
| Feature | Medallia | Observe.AI |
|---|---|---|
| At a glance | ||
| Category | Conversation intelligence | Conversation intelligence |
| Best fit | Enterprise | Mid market, Enterprise |
| Deployment | Cloud, Private cloud | Cloud |
| Channels | Voice, SMS, Email, Web chat, Social DMs | Voice, Web chat |
| Pricing & ratings | ||
| Starting price | Contact sales | Contact sales |
| Free trial | No | No |
| User rating | 4.5/5 (591 G2 reviews) | 4.6/5 (237 G2 reviews) |
| AI capabilities | ||
| Autonomous voice agent | No | Yes |
| Real-time agent assist | Yes | Yes |
| Conversation intelligence | Yes | Yes |
| Automated QA | Yes | Yes |
| Intelligent routing | No | No |
| Compliance | ||
| SOC 2 Type II | Yes | Yes |
| HIPAA | Yes | Yes |
| PCI DSS | Yes | Yes |
| GDPR | Yes | Yes |
Medallia vs Observe.AI: frequently asked questions
- What is the difference between Medallia and Observe.AI?
- 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. By contrast, Observe.AI is the most complete enterprise conversation intelligence stack — 100% QA coverage, real-time copilot, and agentic voice, backed by $213M and 350+ enterprise logos.
- How much do Medallia and Observe.AI cost?
- Both Medallia and Observe.AI 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.