{"id":"FR1711262842","name":"Medallia GovCloud","provider":"Medallia, Inc.","providerSlug":"medallia-inc","status":"FedRAMP Authorized","impact":"High","authType":"JAB","authDate":"2021-04-09","serviceModel":["SaaS"],"deployment":"Government Community Cloud","businessFunctions":[""],"assessor":"Kratos","assessorId":"137255","smallBusiness":false,"website":"https://www.medallia.com/","description":"The Medallia Experience Cloud (MEC), leads the market in the understanding and management of experience for agencies, public sector employees, and citizens. Medallia captures experience signals created on daily journeys in-person, traditional surveys, on calls, digital channels, over video and social media, and IoT interactions. Once net new data is captured or by leveraging legacy data previously collected by customers, Medallia applies proprietary AI technology on data that is structured and unstructured (text and comments) to reveal personalized and predictive insights that can drive action towards positive business / organizational results and outcomes. Using the Medallia Experience Cloud, government agencies can reduce employee churn, increase citizen and employee Trust and Equity, achieve in-the-moment service recovery, and drive data-driven business decisions while providing clear and potent returns on investment.\n\nThe Medallia Experience Cloud can support agency mission, focus, and objectives by:\n\n- Engaging Citizens and Employees Intuitively in a secure, meaningful, continuous way to increase feedback response rate and help the agency better understand their sentiment, value, and behavior.\n- Empowering the Agency and Activating every Employee by driving feedback and actionable insights to every agency employee.\n- Taking Action in Real-Time with analysis and alerts that identify focus areas and help resolve issues quickly.\n- Optimizing Government Experience by empowering agencies to align with mandates related to A-11, Trust, and Equity\n- Removing Silos by tracking customer journeys that span across engagement channels including email, mobile, websites, chat, phone, video, and contact centers\n- Maintaining Trust and Security with a platform that is FEDRAMP High certified with the JAB as well as HIPAA compliant allowing us to engage with sensitive PII.\n- Integrating at scale by leveraging connectors for platforms such as Salesforce and ServiceNow and supported by a robust suite of Restful API","logo":"https://www.fedramp.gov/assets/img/logos/CSP_logos/Medallia%20Logo2.png","inMarketplace":true,"agencies":["22-034","22-011-05","22-002-02","22-002-06","22-012","22-027-01","22-036","22-070","22-019","22-062","22-028"],"reuseCount":10,"leverages":["F1206061353","F1603047866"],"leveragedBy":["FR2332852130"],"timeline":[{"date":"2020-12-26","to":"JAB Review","certType":"Rev5"},{"date":"2021-04-09","to":"FedRAMP Certified","certType":"Rev5"}],"cr26":{"type":"Rev5","ocrOverdue":false,"valid":true,"findings":[{"level":"warning","message":"no UEI number; include it if you have one","rule":"CDS-CSO-PUB"},{"level":"warning","message":"no business category listed","rule":"CDS-CSO-PUB"},{"level":"warning","message":"no trust center link; CR26 requires one with access instructions","rule":"CDS-CSO-UTC"},{"level":"warning","message":"no link to secure configuration guidance","rule":"SCG-CSO-RSC"},{"level":"warning","message":"no next Ongoing Certification Report date","rule":"CDS-CSO-PUB"},{"level":"warning","message":"no service list; CR26 requires the services in scope","rule":"CDS-CSO-SVC"},{"level":"warning","message":"no documentation overview (repositories) listed","rule":"CDS-CSO-PUB"}],"assessor":"Kratos"},"sponsor":"22-012","trustCenterCheck":null}