Medallia, Inc.

Medallia for Government Contact Centre Engagement - Starter Pack

Medallia offers a unified solution that connects customer feedback, QA, and coaching to give customer service leaders better visibility into performance, boost front-line team engagement,
and efficiently increase customer satisfaction. Agents get direct access to their own customer feedback and QA reviews in real-time so they can self-improve immediately

Features

• NPS, CSAT, research, Contact-Centre surveying questionnaires and reports
• Feedback collection through surveys, websites, SMS, voice, calls, video, social
• Advanced text analytics and sentiment analysis with custom government topics
• Real-time role-based dashboards with user security/permissions on web and mobile
• Innovations, ideas and challenges management capabilities including crowdsourcing
• Best practices surveys and reporting for government, employees, patients, citizens
• Employee experience suite for employee engagement, pulse, diversity and inclusion
• Statistical capabilities for regression analysis, correlation, segmentation, action-planning
• Case and alert management capabilities to close-the-loop and plan actions
• AI recommendations and improvement actions along with root-cause analysis reporting

Benefits

• 360 view of the customer/employee across all channels
• Identify and prioritise the most impactful actions
• Reduce employee churn, increase morale and retention
• Enable NHS to drive better outcomes for patients and employees
• Empower frontline teams and managers with feedback in real-time
• Increase public and employee trust while reducing complaints
• reduce call volumes, digital support requests and cases
• Real-Time Feedback
• Deliver digital services that matter the most for citizens/employees
• Deliver exceptional experiences to patients, employees, citizen and customers

£1 a unit a year

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@medallia.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

327375124788398

Contact

Nigel Herbert
0773 468 2052
gcloud@medallia.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: CRM (Salesforce, Microsoft Dynamics, others) ; Workflow Management (ServiceNow); Digital Analytics (Adobe Analytics, Google Analtics); HRIS (Workday)
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: N/A
• System requirements: Modern web browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: No
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Medallia services provides customized support levels depending on the customers needs and project scope.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Medallia and its partners offers design and implementation services to ensure clients instances are configured to reflect their business processes. Additionally, we offer training services through the lifecyle of the license alongside our self service portal, CX Navigator.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Medallia's clients own their data and can export that data throughout the lifecyle of the contract as well as for a limited time following the expiration of their contract.
• End-of-contract process: Upon termination of contract, Medallia will make the client’s data available for secure download by the client in a standard flat file format for at least thirty days. Within 60 days of the end of this data transfer period, Medallia will remove the customer data from the program instance. All data will be either securely erased according to industry best practices, including backups, or the hard drives will be physically destroyed.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Differences in dashboard presentation an in access to administrative controls.
• Service interface: No
• User support accessibility: WCAG 2.1 A
• API: Yes
• What users can and can't do using the API: APIs provide a vendor-neutral, web-based method for data connectivity between the Medallia Experience Cloud and external applications and data sources. Medallia has multiple APIs providing both inbound and outbound real-time data connectivity. Please see www.medallia.com/platform/api for more details.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Medallua allows users to customize the data they collect, the way in which that data is analyzed and ultimately presented through role based dashboards.

Scaling

• Independence of resources: We guarantee it as part of our terms of service with 99.99% uptime monthly.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Through our RESTful API or our managed package integrations with platforms such as Salesforce, Servicenow, Adobe, Workday and others.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The MEC is available 24/7/365 with atleast 99.9% availability per month
• Approach to resilience: All services have quick failover points with redundant hardware, and we perform complete encrypted backups routinely.
• Outage reporting: Information on outages available upon request

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: The Medallia Experience Cloud has built in platform governance designed to manage user roles and permissions.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Equinix (EMEA) B.V. Rembrandt Tower, Amstelpein 1, Amsterdam Netherlands
• ISO/IEC 27001 accreditation date: 22 March 2016
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Medallias data centers in various geographic locations for continuity and regulatory purposes, which are Tier III, SOC 2 and/or ISO 27001 certified. Our data centers have common security practices, including closed-circuit video monitoring and 24/7-manned guards, and require the use of biometric access controls to our locked cages.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Medallia uses a structured release and change management process to provision systems and update application software. Impact assessments must be performed and documented before change requests are approved. Changes are documented, scheduled, reviewed, tested and released regularly in accordance with our Change Management Plan and SDLC. The process applies to off-the-shelf products, internally-developed systems, and externally developed applications and/or systems. Whenever possible, changes are scheduled far enough in advance to allow time to notify any clients’ whose service may be affected by the change.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Medallia regularly tests its network for vulnerabilities to ensure the security of our infrastructure. Our process includes regular and ad hoc vulnerability scanning. We monitor vulnerabilities listed in the Common Vulnerabilities and Exposures database. We pay attention to the threat landscape and frequently test for threats on the OWASP Top 10 list, such as input validation, XSS and various injection attacks. Any vulnerabilities identified as part of this process are analyzed and remediated in accordance with our Vulnerability Management Standard. We also perform both internal and external penetration tests, both internally and through partnerships with independent expert 3rd-party security firms.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Medallia relies on a wide variety of monitoring systems to provide a highly available service. In order to identify, block and prevent network attacks, we monitor event logs and alerts from multiple network security devices, looking for unusual or unauthorized activities or unusual conditions at ingress/egress points. We also monitor key performance metrics to ensure we have sufficient resources for optimal performance. An on-call schedule ensures that operations team members are always ready to respond to critical events.
• Incident management type: Supplier-defined controls
• Incident management approach: Our Computer Security Incident Response Team includes representatives from the Executive, Legal, and Information Systems Management teams. In the event of an incident, CSIRT will perform an initial analysis, assess the severity of the incident, and notify leadership and relevant stakeholders. CSIRT takes measures necessary to stop/contain the incident, and then coordinate the deployment of controls and countermeasures to prevent a recurrence of the incident. Medallia notifies the client of any incident that affects their data and it’s severity has been classified as SEV1, SEV2 or SEV3 where SEV1 is high severity and SEV 3 is low severity.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  With Success from Sustainability as one of our core company values and our key pillar in our Environmental, Social, Governance strategy, we consider environmental impact just as we do our software — as an aspect of business in which we must strive for continuous improvement. That is why we want to celebrate today through action, from day-to-day habits we can all take to reduce our own personal environmental impact to spotlighting environmental justice nonprofits who we’ve had the honor of supporting. https://www.medallia.com/blog/success-from-sustainability-earth-day-2022/
• Covid-19 recovery:

  Covid-19 recovery

  At this time we believe it is imperative to think about our team members and customers. The world has changed for the moment and every business is adjusting to new ways of working in a very challenging environment indeed. Whether it is massive demand for certain products and services or a temporary but painful reduction in demand as travel limitations and social distancing make their impact, it is worth remembering that this is a time when today’s brands and their reputations will be tested and tomorrow’s leaders will emerge. The way we connect to our employees and our customers is critical and will be remembered as organizations recover and find their footing. At Medallia we have a robust response capability for COVID-19 challenges. I am personally talking with our great customers and partners every day about their vital needs at this time and am happy to share our experiences, observations and best practice ideas now. This is the time to stay connected to customers and employees, to capture as many signals as you can about how they are feeling and what they need. The same goes for our team members. We will do all we can to provide you with the technology to support a single view of the customer and employee experience at a time in our lives when it could not possibly matter more. Here at Medallia, we are re-affirming our pledge to all of our employees and customers. It goes without saying that whilst we will maintain our performance requirements and our code of conduct approach to all employment matters we do not intend layoffs in 2020 related to any impact of the COVID-19 pandemic. https://www.medallia.com/blog/keeping-our-companies-customers-brands-and-people-connected-at-this-challenging-time/
• Equal opportunity:

  Equal opportunity

  These nine chartered communities are empowered with an annual budget to drive initiatives, ensuring every voice is heard. We are also delighted to share we further support our Employee Resource Groups via our ERG Leader Recognition program, designed to recognize and compensate our community leaders for their valuable contributions to our culture. Asian Pacific Islanders (API) Black at Medallia (BAM) LatinX Medley Parents@ Q-Field Vets@ Women in Tech (WIT) Women@ https://www.medallia.com/diversity/
• Wellbeing:

  Wellbeing

  We’re up against a growing number of challenges — the ongoing COVID-19 pandemic, racial injustices, global economic turmoil, and natural disasters, to name a few of the most pressing crises. With the impacts of each of these sure to be lasting upon our collective mental health, the call to action is clear. This is a moment for listening, understanding, and reaching out — and for helping individuals in need. That’s why we at Medallia, in collaboration with our social impact arm, Medallia.org, has announced a series of new initiatives we’re launching to help individuals in crisis, particularly the most impacted among us — including BIPOC (Black, Indigenous, People of Color), LGBTQ+, veterans, and caretakers. As a company dedicated to listening to understand and take action, we cannot think of a more important issue to tackle with this philosophy than in the areas of mental health and suicide prevention. Among the first of many new mental health initiatives in the works, we’re thrilled to share that we have awarded an $80,000 USD grant round from our new Medallia.org Fund, a donor advised fund of Tides Foundation, to two mental health nonprofits ($40,000 USD each). As part of this grant, we are also contributing two years’ free subscriptions of Medallia products along with Professional Services support and Experience Management training to these two organizations. https://www.medallia.com/blog/medallia-mental-health-initiatives/

Pricing

• Price: £1 a unit a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Customized trials are created based on organizational need.

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@medallia.com. Tell them what format you need. It will help if you say what assistive technology you use.