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Top Rated
33 Ratings

Medallia

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Top Rated
33 Ratings
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Score 9 out of 100
9 Ratings
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Score 5.5 out of 100

Attribute Ratings

  • Medallia is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.2

Medallia

92%
21 Ratings
9.0

Verint Experience Management

90%
3 Ratings

Likelihood to Renew

Medallia

N/A
0 Ratings
8.0

Verint Experience Management

80%
1 Rating

Usability

9.2

Medallia

92%
2 Ratings

Verint Experience Management

N/A
0 Ratings

Support Rating

7.5

Medallia

75%
2 Ratings

Verint Experience Management

N/A
0 Ratings

Likelihood to Recommend

Medallia

Medallia is best for customer experience feedback. This will allow you to analyze and understand their current experience with the service you are providing. You will not [only] understand what specific point you are lacking, but you will also know which point they are happy with. Using the data provided, you can take necessary actions on how to improve and elevate your customer's experience.
Bruce Lee | TrustRadius Reviewer

Verint Experience Management

OpinionLab is a great way to collect passive feedback from our online users in a simple unobtrusive manner. Easily implemented by most areas of the organization and used to help direct new product development. It can also aid in determining issues with our online tools and processes.
Richard Perroset | TrustRadius Reviewer

Pros

Medallia

  • It provides a rating for customers to rank how satisfied or not satisfied they are with the service.
  • As an Account Manager, this is a helpful tool to hear customers' experiences and feedback.
  • It helps us manage our next steps because the tools also provide options to note the action taken and if the issue has been resolved or not.
Angela Ocampo | TrustRadius Reviewer

Verint Experience Management

  • Easily deployed, using either standard templates or custom installs.
  • Easy reporting interface, and good delivery options for automated reports.
  • Extendable methods for extracting real-time voice of the customer comments during product launches, releases or other critical timeframes.
Dieter Davis | TrustRadius Reviewer

Cons

Medallia

  • 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.
Anonymous | TrustRadius Reviewer

Verint Experience Management

  • Add a multi user dashboard.
Alex Corzo | TrustRadius Reviewer

Pricing Details

Medallia

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Starting Price

Verint Experience Management

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

Likelihood to Renew

Medallia

No score
No answers yet
No answers on this topic

Verint Experience Management

Verint Experience Management 8.0
Based on 1 answer
The cost versus product is a good value, so it all depends on the customer's needs/wants, and of course, budget
Alex Corzo | TrustRadius Reviewer

Usability

Medallia

Medallia 9.2
Based on 2 answers
Medallia's user interface is simple and intuitive for the end-user. Everyone in our organization from the CEO to store level team members use Medallia to see how we are delivering experiences for our customers. From an administrative side, I would rate Medallia closer to a 7.5, but this part of Medallia is not used as often post-implementation. That being said, you will need a technical/IT resource on staff or will need to pay a premium to a 3rd party to manage it for you.
Anonymous | TrustRadius Reviewer

Verint Experience Management

No score
No answers yet
No answers on this topic

Support Rating

Medallia

Medallia 7.5
Based on 2 answers
Medallia is always there to answer questions and/or support our needs. In some cases it does require a PO if the request does not fall under normal support, but that does not change the fact that they are very responses and available to support your needs
Anonymous | TrustRadius Reviewer

Verint Experience Management

No score
No answers yet
No answers on this topic

Alternatives Considered

Medallia

Medallia does not only gives us convenience. It also gives us an opportunity to solve real-time feedback and create real-time solutions. The platform is easy to use, with a dashboard that could help our agents check their progress on a daily basis. I am particularly impressed with the platforms' ability to provide high attention to detail without compromising the sleek design that gives a professional vibe.
Michelle Joyce Nael | TrustRadius Reviewer

Verint Experience Management

OpinionLab is more popular than ForeSee with small companies and startups (1-50 employees), while Foresee is more suited for medium-sized companies (51-1000 employees) as well as with large to enterprise companies (1000+ employees). OpinionLab integrates with IBM Tealeaf and Digital Analytics, Salesforce Sales Cloud and FullStory, while Foresee integrates with Nebula CX and UserVoice. Depending on the size of your company and other platforms you need to integrate with it, let those help you decide which of these multi-channel customer experience analytics platform are best for your company.
Richard Perroset | TrustRadius Reviewer

Return on Investment

Medallia

  • It does play a big role when we are running a referral campaign. Referral greatly affects sales and retention since customers are bringing in new clients/customers.
  • It helps our organization keep track of the accounts that are most likely to churn by checking their feedback and knowing how we can improve our service.
Jose Michael dela Cruz | TrustRadius Reviewer

Verint Experience Management

  • OpinionLab has provided very valuable insights, as a method of detection of site issues or customer struggle, where we can tie it to a customer experience in Tealeaf or Clicktale and then quantify the issue.
  • Feedback in customer service applications has also helped us improve our call center agent's experience by allowing them to report application issues on a system that didn't have as much analyst or product development priority, and reduce our average handle time.
Dieter Davis | TrustRadius Reviewer

Screenshots

Verint Experience Management

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