Conversation Intelligence
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Medallia
Enterprise XM platform with AI speech analytics, conversational intelligence, and contact center quality management
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.
Pricing
Contact sales for pricing
Experience Data Record (EDR) pricing model — annual tiers based on interaction volume, not per-seat. Includes all analytics, unlimited users, and security features under one price. No public pricing; contact sales for quotes.
Custom enterprise
Capabilities
| Capability | Medallia |
|---|---|
| Transcription | ✓ |
| Summarization | ✓ |
| Sentiment Analysis | ✓ |
| Real-Time Agent Assist | ✓ |
| Autonomous Voice Agent | ✗ |
| Virtual Agent (Chat) | ✗ |
| Conversation Intelligence | ✓ |
| Automated QA | ✓ |
| Intelligent Routing | ✗ |
| Predictive Dialer | ✗ |
| Voice Cloning | ✗ |
| Multilingual | ✓ |
| Coaching Workflows | ✓ |
| Workforce Management | ✗ |
Compliance & Security
Data residency: US, EU
Integrations
CRM
salesforcemsdynamics
Helpdesk
salesforce service cloudservicenowzendesk
Telephony
amazon connectringcentral
Other
Genesys Cloud CXWorkdayAdobe Experience CloudSAPMedallia Xchange (marketplace)
API documented
View integrations marketplace →
Reviews & Recognition
Analyst Recognition
- Gartner Gartner Magic Quadrant for Voice of the Customer Platforms (2026) leader →
- Gartner Gartner Magic Quadrant for Voice of the Customer Platforms (2025) leader →
- Forrester The Forrester Wave: Customer Feedback Management Solutions, Q4 2024 (2024) leader →
- Forrester The Forrester Wave: Text Mining and Analytics Platforms, Q2 2024 (2024) leader →
Alternatives to Medallia
Frequently asked questions about Medallia
- What is Medallia?
- 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 does Medallia cost?
- Medallia does not publish standard per-seat pricing — plans require a custom quote. Experience Data Record (EDR) pricing model — annual tiers based on interaction volume, not per-seat. Includes all analytics, unlimited users, and security features under one price. No public pricing; contact sales for quotes.
- What security and compliance certifications does Medallia have?
- Medallia is compliant with SOC 2 Type II, HIPAA, PCI DSS, GDPR, ISO 27001, and FedRAMP High. A Business Associate Agreement (BAA) is available for healthcare deployments.
- What channels does Medallia support?
- Medallia supports voice, SMS, email, web chat, and social DMs.
- What are the top alternatives to Medallia?
- Alternatives to Medallia include Callminer, Observe Ai, Invoca, Gong, and Convin. See the alternatives section above for full profiles of each.