The AI-first alternative to Medallia

Orbit vs Medallia — frequently asked

Is Orbit a good Medallia alternative for customer experience?

Orbit is the AI-first alternative to Medallia for a team whose customer-experience program outgrew a survey-and-scorecard-only vendor. Orbit ships the same CXaaS surface the CX pillar publishes — post-conversation CSAT, NPS, and CES surveys, Voice-of-Customer theme and sentiment analytics, quality scorecards with AI auto-scoring and calibration, workforce management, and loyalty programs with Apple/Google Wallet pass issuance — and runs the conversation those measurements are taken from on the same account: voice, SMS, WhatsApp, RCS, email, video, AI voice agents, and a built-in contact center on one pay-as-you-go bill. Where Medallia is the right fit: if the team deliberately buys a dedicated CX-measurement suite and runs the conversations on a separate vendor, Medallia is a defensible shape; Orbit replaces the survey-and-scorecard-only posture, not the measurement itself.

What does Orbit offer that Medallia doesn't?

Medallia measures the conversation; it does not run it. Orbit holds the omnichannel conversation history — voice, SMS, WhatsApp, RCS, email, and video — on one unified customer record, so a survey answer, a quality scorecard, and the call or chat it scored share the same profile. A native customer data platform resolves the identity behind the survey, audience activation pushes the segments the CX scores surface back into the channels, and AI voice agents plus a built-in contact center act on the same record — the account breadth a CX-only vendor leaves to second vendors.

How does Orbit's pricing compare to Medallia?

Orbit is pay-as-you-go with pricing published on the website, self-serve signup, and no annual contract minimum. The CXaaS surface — surveys, quality scorecards, workforce management, and loyalty passes — bills on the same account balance as the voice, SMS, and email channels those measurements are taken from, so a customer-experience team takes one invoice instead of a CX-suite bill layered on a separate telephony and messaging bill. The rate you see is the whole cost: no per-seat survey licences, no carrier or compliance surcharges, and no paid support tier stacked on top of usage.

Can I run my post-conversation surveys on Orbit instead of Medallia?

Yes. Orbit sends the CSAT, NPS, or CES survey the moment a call or chat ends, asks the question in each customer's language, and caps how often any one customer is surveyed — the same shipped capability the CX pillar publishes. The survey response lands on the same unified contact record as the conversation it scored, so a quality scorecard, a Voice-of-Customer theme, and the call or chat itself stay on one profile, and a loyalty pass can be issued against the same record the survey enriched.