CallMiner Eureka vs. Medallia

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
CallMiner Eureka
Score 7.8 out of 10
N/A
CallMiner provides conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers a platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation.N/A
Medallia
Score 9.1 out of 10
N/A
Medallia is an enterprise customer feedback solution that allows companies to collect customer feedback across multiple channels and touchpoints, and analyze, understand and react to it in real time.N/A
Pricing
CallMiner EurekaMedallia
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
CallMiner EurekaMedallia
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Best Alternatives
CallMiner EurekaMedallia
Small Businesses
Clari Copilot
Clari Copilot
Score 8.9 out of 10
Sogolytics
Sogolytics
Score 8.9 out of 10
Medium-sized Companies
Clari
Clari
Score 8.1 out of 10
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Enterprises
Clari
Clari
Score 8.1 out of 10
Quadient Inspire
Quadient Inspire
Score 9.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
CallMiner EurekaMedallia
Likelihood to Recommend
8.0
(5 ratings)
9.2
(21 ratings)
Usability
-
(0 ratings)
9.0
(2 ratings)
Support Rating
9.0
(2 ratings)
7.0
(2 ratings)
User Testimonials
CallMiner EurekaMedallia
Likelihood to Recommend
CallMiner
Call history tracking functionalities and the ability to manage different contacts are effective through CallMiner Eureka's capabilities. Setting the interface is an easy task and the quality of the tool services is an incredible and easy communication platform for the members of the different projects. The tool has effective scheduling functions and easy project management tools which allows effective data import through the integration tools.
Read full review
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.
Read full review
Pros
CallMiner
  • Intent scoring
  • Custom User Dashboards
  • Drill down to each touchpoint experience
Read full review
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.
Read full review
Cons
CallMiner
  • Admin tools such as integration/ingestion tracking.
Read full review
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.
Read full review
Usability
CallMiner
No answers on this topic
Medallia
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.
Read full review
Support Rating
CallMiner
We have not yet had to contact support for our Eureka service.
Read full review
Medallia
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
Read full review
Alternatives Considered
CallMiner
CallMiner Eureka was stronger in reporting but weaker inaccuracy. It provided good reports to focus our QA program and individuals but sometimes the interpretation of the statements was wrong.
Read full review
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.
Read full review
Return on Investment
CallMiner
  • Easy to engage with customers.
  • Effective project communication platform.
  • Easy to provide reports and also manage contacts list.
Read full review
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.
Read full review
ScreenShots

Medallia Screenshots

Screenshot of Employee EngagementScreenshot of Customer ProfileScreenshot of IoT FeedbackScreenshot of Medallia MobileScreenshot of Organizational HierarchyScreenshot of Suggested Actions