Market Capitalization (Millions $) |
- |
Shares
Outstanding (Millions) |
159 |
Employees |
1,500 |
Revenues (TTM) (Millions $) |
434 |
Net Income (TTM) (Millions $) |
-142 |
Cash Flow (TTM) (Millions $) |
-289 |
Capital Exp. (TTM) (Millions $) |
15 |
Medallia Inc
Medallia, Inc. was created in 2001 with the goal of assisting the worlds leading corporations in better understanding and improving customer experiences at scale. We invented a new category of corporate software in the process: experience management.
Our SaaS (software-as-a-service) platform, the Medallia Experience Cloud, is built on cutting-edge technology and an open architecture, allowing us to analyze huge volumes of data with artificial intelligence (AI) and machine learning. Our customers can comprehend, evaluate, and act on omni-channel encounters by capturing experience data from the growing signal fields generated by consumers and staff on their daily trips. Medallia is the only platform that alerts customers and employees to all other applications. We analyze structured and unstructured data at scale with enterprise-grade security and privacy, generating themes and predictive insights that drive action in real time, using our patented in-memory analytics, dynamic organizational hierarchy management, and AI technologies. Businesses may minimize churn by using our technology to convert critics into advocates and purchasers.
Our platform captures a myriad of signals, and by applying analytics and artificial intelligence on those signals allows our customers to separate the noise and identify key themes that impact their business. Through our dynamic organizational hierarchies, we route these insights to the right individuals to take action, so that our customers can improve customer, employee, patient and citizen experience throughout their organizations in live time. Key capabilities of our core platform include:
Proprietary technology provides for dynamic management of multiple hierarchies ensuring that every employee gets an accurate up-to-date view of the data tailored to their role and relevant to the interactions for their area of responsibility, even in the most complex matrixed organizations.
In addition to integrations with Adobe, Salesforce, ServiceNow, and many more, we have hundreds of connectors that make it easy to integrate signals and insights with external applications as well as application programming interfaces (APIs) and robust extract, transform, load (ETL) technology to ensure our customers can integrate any customer interaction signal data - including from legacy systems.
Self-service administration provides teams with the agility needed to independently administer programs while ensuring proper governance, scalability and security for complex organizations utilizing sandbox and changesets capabilities.
Enterprise grade platform based on modern architecture offering flexibility for both multi-tenancy and single-tenancy with automated deployments across both options as well as application security including single sign-on, multiple levels of encryption, fine grained authorization, privacy controls including data masking and field level encryption, and high levels of compliance including SOC 2 Type 2, ISO 27001, GDPR, FedRAMP, HIPPA, and more.
Signal Capture
Medallia has a broad set of native signal capture capabilities going beyond the survey to capture digital, messaging, voice, video, ideas, internet of things (IoT), behavioral and telemetry data. This enables Medallia customers to increase their understanding of the customer experience and drive business outcomes at key touchpoints and gain a true 360-degree view of the customer experience.
Messaging. Enables customers, employees and enterprises to engage customers and employees on popular messaging platforms (e.g., SMS, text and WeChat) as experiences are unfolding. It provides in-the-moment feedback and creates compelling and adaptive interactions that go beyond traditional survey-based feedback collection.
Ideas/Ideation. Robust crowdsourcing platform, Crowdicity, helps companies use real-time ideation and collaboration to surface, develop and evaluate potential improvements to customer and employee experiences.
Social. Captures and aggregates ratings and reviews across social networks and websites to manage social reputation, access competitor reviews and enables enterprises to monitor these channels and take action. Companies are also able to promote their brand in key review sites, including Google and Tripadvisor.
Our SaaS platform uses artificial intelligence and machine learning to analyze all signals captured by customers to drive actions in live time. Our robust capture of experience signals provides data volume to feed our models for intelligence from both unstructured and structured data.
Theme Exploration. Native text analytics engine that utilizes Natural Language Processing and deep learning to analyze billions of touch points and unstructured text to uncover insights, trends, themes and actions without the need for manual tagging, providing high accuracy and precision across multiple verticals and languages, including automated theme detection, clustering and generation from data sets, AI and deep learning-based technologies.
Predictive and Prescriptive Analytics. Uses machine learning to create statistical algorithms to uncover real-time insights, predict future customer outcomes and prescribe actions.
Operationalize Customer Experience Reporting and Actions
Our SaaS platform is used broadly across enterprises of all sizes to provide personalized insights on customer experience to the right people within the organization to take action. High levels of adoption are enabled by easy-to-use web and mobile applications and built-in workflows for critical customer recovery actions, as well as cross enterprise views that enable unification and consolidation across the largest global enterprises.
Web Applications. With powerful role-based dashboards, live time insights, alerts and built-in workflow capabilities, these applications connect enterprises to customer and employee signals, allowing everyone from the front line to the C-suite to take targeted actions and improve experiences in live time.
Mobile Applications. Puts the power of Medallia in the palm of every employee, particularly important for employees on the go. With high adoption, our mobile app empowers frontline employees and managers to facilitate swift and direct action. In addition, our Voices app is tailored for executives to view the direct feedback of customers and employees and take immediate action to drive cultural change.
Our product portfolio includes solution suites that are targeted at key buyers and use cases and leverage the full power of Medallia Experience Cloud. These solution suites include integrated offerings that can be sold stand alone, including Crowdicity, Decibel, LivingLens, Sense360Stella Connect, Voci, and Zingle, providing additional go-to-market options, accelerating our ability to land-and-expand and grow our mid-market business.
Customer Engagement Suite
Medallia's Customer Engagement Suite goes beyond insights and analysis to affect experiences in the moment through engagement messaging and rich experience profiles.
Engagement Messaging. Offers frictionless personalized service in real-time. Customers can request products and services in-the-moment as they experience a purchase, appointment, or trip. Zingle is integrated with key operational systems to provide seamless delivery and fulfillment of requests and uses AI to automate and route responses, improving time to delivery, increasing customer satisfaction, enabling upsell and cross opportunities, and reducing labor costs.
CX Profiles and Journeys. Creates a rich outside-in experience profile for all identified customers providing a 360-degree timeline view of their experiences offering deeper insights into customer engagement in order to identify attrition risk as well as opportunities for upsell and cross-sell. Our journey analytics uncovers the actual paths customers take with their business - including where they break down - providing actionable intelligence to create better experiences for customers.
Contact Center Suite
The Medallia Contact Center Suite Integrates speech insights with multi-channel feedback at scale to prioritize, address, and rapidly respond to customer pain points and emerging issues. By understanding the behaviors and specific language of successful outcomes, companies can increase agent performance resulting in increased cross-sell/upsell and reduced cost to serve, particularly impactful given the increase in virtual contact center environments.
Speech Analytics. A real-time speech to text platform, that delivers a rich single view of the customer that powers an exceptional customer experience. Combines the power of Voci's speech to text transcription technology with text analytics to capture and analyze contact center voice interactions in real time.
Coaching and Performance Management. Agent-forward customer feedback and coaching platform that helps customer support teams to analyze and improve performance in real time, including self-coaching capabilities.
Quality Assurance. Replace manual call evaluation to deliver advisor competency reports across all advisor call KPIs as individual agents, segmented into teams/competencies or across the entire agent workforce.
Digital Suite
The Medallia Digital Suite brings together customer feedback on their digital experiences with key behavioral, telemetry and contextual signals to solve key friction points in digital journeys.
Digital Experience. Optimizes engagement across all digital channels, such as web and mobile applications, internet of things (IoT) platforms, and Alexa. Medallia Digital is designed to help deliver the right experiences across numerous digital channels through integrations into our customers' digital technology stacks, combining experience and behavioral data enabling them to understand the 'why' behind the 'what.'
Digital Analytics. Our digital session recording and analysis platform, Decibel, tracks and monitors all digital activity focused on optimizing the customer journey. Determines a Digital Experience Score (DXS) and identifies improvement opportunities to improve the customer journey, reduce drop-off and increase purchase conversion.
Employee Experience Suite
Our Employee Experience (EX) Suite captures structured and unstructured feedback in real time using voice, video, text, ideation and digital capabilities to provide a complete picture of workforce health along the entire employee journey, including sentiment around diversity and inclusion and effectiveness of tools and systems. Our platform enables companies to retain employees and become digitally resilient on a platform with scalability and security for organizations of all sizes included the most complex organizations.
Traditional employee engagement solutions often miss out on ways to collect feedback in the course of an employee's daily life. Our robust EX Suite is designed to address the demanding requirements of human resource professionals, such as minimum sample sizes and anonymity thresholds, data security and privacy, accessibility while also providing live time dashboards, native text analytics, advanced workflows and integrations with human capital management (HCM) and Learning Management Systems. In addition, capturing feedback and signals on an ongoing basis in the tools and systems employees are using in their work, yields highly actionable live-time data that can improve employee engagement immediately.
Employee Pulse and Journeys. Our EX Suite understands and contextualizes experiences across the entire employee journey and uses employee feedback to identify opportunities and drive action to improve both the employee and customer experience.
Employee Ideation. Using Crowdicity, our customers can engage employees in sharing their ideas and observations about process, tools, and employee and customer experience improvements right in the context of existing workflows and collaboration tools. This feedback is a rich source of data for employee experience improvement ideas for all parts of the business. Our studies have repeatedly shown that when employees have the opportunity to provide ideas and see their ideas acted on, it leads to higher employee retention and engagement.
Digital Employee Experience. Understand in real-time employees' perspectives, ideas, and suggestions on the technology they use day-to-day as well as their general experiences. Using Medallia Digital embedded on employee intranets and internal applications, organizations can proactively engage employees, especially around key tasks or activities within these digital channels, to gain valuable insight into how effectively their technology stack is performing in providing employees with the information and resources they need to do their jobs well. This solution enables companies to effect internal digital transformation in an agile way informed by employee feedback.
Insights Suite
Medallia's Insights Suite gives market researchers the power to incorporate rich signals into their research toolkit. In addition to robust self-service survey capabilities, we also offer unique capabilities such as:
Video. Using our native video platform, LivingLens, companies can capture video signals providing richer insight into customers and employees perceptions, wants and needs with capabilities that include automatic transcription, emotion, sentiment, object recognition and facial blurring. Our platform can also be used as a video asset management platform and easily produce show reels, providing a virtual research alternative to in-person focus groups.
Benchmarking. Offers multiple ways to benchmark performance across customer feedback, social and other signals including a unique always-on, consumer and competitive intelligence platform, Sense360, providing buyer and non-buyer signals on foot traffic, conversion and share of wallet.
Company Address: 575 Market Street San Francisco 94105 CA
Company Phone Number: 321-3000 Stock Exchange / Ticker: NYSE MDLA
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