Medallia Call Center Analytics

Medallia is a privately held experience management platform used by large enterprises to capture customer and employee feedback, analyze it with AI, and route actions to frontline and central teams. Founded in 2001 and based in McLean, Virginia, the company sells Medallia Experience Cloud for customer experience, employee experience, product experience, and B2B experience programs. Official pages describe signal capture across surveys, speech, social, digital behavior, video, and contact center channels, then text, speech, and acoustic analytics, closed-loop workflows, alerts, and role-based reporting. Medallia is a long-running Voice of the Customer vendor. It has been named a Leader in the Gartner Magic Quadrant for Voice of the Customer Platforms and in Forrester's Customer Feedback Management evaluation. The company says it is trusted by more than 2,000 leading brands, including 7 of the Fortune 10, and that the platform processes more than 1 billion signals per month. The official About page lists 1,800-plus Medallians. Medallia went public on the NYSE as MDLA in July 2019 and was taken private by Thoma Bravo in October 2021. In August 2026 Medallia completed a recapitalization that reduced debt, added $150 million of new capital, and moved ownership from Thoma Bravo to an investor group led by Blackstone, with Apollo and FS KKR Capital Corp. There is no current public ticker. Current revenue is not disclosed on official pages. Last public Form 10-K figures on Wikipedia are from fiscal 2020 and are not used here as current run-rate.

1. Omnichannel listening that captures surveys, speech, social, digital behavior, video, and contact center signals in one platform.

2. AI-powered theme detection, text analytics, speech analytics, and acoustic analytics on structured and unstructured data.

3. Root-cause analysis that ties experience signals to revenue, CSAT, churn, and sentiment drivers.

4. Alerts, case management, and AI-assisted closed-loop workflows for frontline response.

5. Total Experience Profiles that assemble a timeline of customer or B2B account interactions across channels.

6. Self-service admin for survey design, role-based reporting, data imports, sandboxes, and access controls.

7. Enterprise integrations published for Salesforce, Adobe, and ServiceNow, plus a developer portal.

8. Employee experience programs alongside customer, product, and B2B experience on Medallia Experience Cloud.

Experience Data Record (EDR) pricing in annual tiers. Medallia says the metric covers signal capture, analytics, workflows, unlimited users, and security features, and that buyers should contact sales. No dollar amounts, per-user rates, or published SKU prices appear on medallia.com/pricing.

3M; ADP; Airbnb; Albertsons; Best Western; Comcast; Fidelity International; IHG; Marriott; Mercedes-Benz; Schneider Electric; Volvo Cars; Walmart Mexico; Zurich; Johnson & Johnson; H&R Block; Choice Hotels; MassMutual