Medallia vs Verint Enterprise Feedback Management

• Integration with Salesforce: Medallia can be fully integrated with Salesforce or other CRM systems with all the data in both places and Account Managers/Sales, CSM's, Support, Onboarding, executives, etc., never have to leave SF and they have a Dashboard in SF tailored to their role. All data is available in real-time.
• Closed loop: Great closed-loop where alerts are sent out to the right person in real time if there is a detractor or dissatisfied customer. This means you can contact the customer within 24 hours, which wows your customers and makes it easy to move to customers from a Detractor to a Promoter.
• Actionable insights: Medallia has amazing dashboards, that give you the data you need along with text analytics to make changes based on your customer needs, pain points and trends. It gives you all the tools you need to take the right actions to improve you customer experience and the bottom-line.

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• Scalable: no issues with volume for sending out emails nor reporting.
• Feature Rich: very well equipped.
• Support: excellent knowledge base and even better live support
• Pricing: very cost effective pricing models

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• Our service model does not provide any ownership over the platform. We have to engage our Medallia Project Team to build surveys, troubleshoot issues, make changes to surveys, reports, and dashboards, resulting in long turnaround times and inefficiency.
• Medallia charges for both "units" and users. "Units" are defined as named individuals in surveys, but don't have log-in privileges. In our case, they are customer service agents or business consultants that engaged with the client but are not part of our closed-loop case management process or access to the platform.

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• Admin User interface: feels a bit dated, though functionally it works well.
• Reporting: Lots of options, but could use some design improvements to "prettify" the reporting

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• You have full visibility into what your customers are thinking on a wide spectrum, allowing you to get out of specific anecdotes and really determine your strengths and weaknesses.
• You'll be able to make your customers feel more valued in asking for their feedback in improving, adding another layer of positive to the customer experience.
• Medallia will help your employees learn what they're doing well and where they can get better, automatically helping to keep all of your employees continuously improve.

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• Deeper customer relationships
• Insights into customer desires
• "Free" customer feedback

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