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Medallia Experience Cloud for Insurance from Medallia
End-to-end customer experience platform tailored for insurance providers with real-time feedback collection, AI-powered text analytics, role-based dashboards, and automated alerting for service recovery. Features include claims experience tracking, renewal journey mapping, and agent performance monitoring.
Product analysis by function
Customer Feedback and Survey Tools for Customer Service
Applications that collect, analyze, and report on customer satisfaction data, Net Promoter Scores, and other feedback metrics to improve service quality.
More Customer Feedback and Survey Tools
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Data Collection & Survey Creation
(13 Yes /13 Known /15 Possible features)
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Multi-channel Survey Distribution Ability to send surveys via email, SMS, in-app, web, or phone. |
Medallia supports survey distribution via email, SMS, web, in-app, and IVR per product documentation. | |
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Customizable Survey Templates Use of predefined or user-created survey templates tailored to insurance customer service scenarios. |
Predefined templates and customization are core to Medallia's survey builder for insurance use cases. | |
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Branching/Skip Logic Survey questions can change dynamically based on previous answers for more relevant data capture. |
Branching/skip logic is a standard survey design feature on Medallia according to platform guides. | |
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Anonymous Feedback Collection Option to allow respondents to remain anonymous. |
Anonymous feedback capability is available as a survey configuration option. | |
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Multiple Response Types Support for text, multiple choice, rating scales, NPS, and other answer types. |
Supports a variety of response types including NPS, rating, text, and multiple choice. | |
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Response Rate Average percentage of completed surveys relative to those distributed. |
No information available | |
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Offline Data Collection Ability to gather feedback even when devices are offline, syncing data later. |
Offline data collection is available through Medallia Mobile app. | |
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Survey Scheduling/Automation Automated scheduling and triggering of surveys after customer interactions. |
Survey scheduling and automated triggers are available and can be linked to specific insurance events. | |
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Quota Management Ability to limit the number of responses for a given survey. |
Quota management is available according to Medallia documentation. | |
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Unique Link Generation Capability to create unique links for each survey respondent to track completion without compromising anonymity. |
Unique survey invitations/links are part of Medallia's survey distribution framework. | |
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Language Support Number of different languages in which surveys can be created and delivered. |
No information available | |
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Real-time Data Capture Responses are logged immediately as customers submit feedback. |
Platform captures and logs data in real-time for instant feedback. | |
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Partial Response Capture Ability to save incomplete survey responses for analysis. |
Partial/incomplete responses are saved and can be analyzed for drop-off insights. | |
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Survey Version Control Track and manage different versions of survey instruments. |
Survey versioning and instrument management are available on Medallia. | |
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Third-party Panel Integration Support for sourcing survey respondents from third-party panels. |
Third-party panel integration is stated as supported for sourcing respondents. |
Analytics & Reporting
(14 Yes /14 Known /15 Possible features)
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Real-time Analytics Dashboard Dynamic, real-time dashboards to visualize key metrics and feedback trends. |
Real-time dashboards and analytics are a flagship feature of the Experience Cloud. | |
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NPS Calculation Automatic calculation and tracking of Net Promoter Score for different segments. |
NPS is automatically calculated and tracked for all feedback programs. | |
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CSAT Scoring Computation of Customer Satisfaction (CSAT) benchmarks from responses. |
CSAT calculation, benchmarking, and reporting are available. | |
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Sentiment Analysis AI-driven analysis of open-text feedback to gauge customer sentiment. |
AI-powered sentiment and text analytics on open-ended feedback. | |
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Custom Reporting Ability to create custom reports for specific departments, teams, or timeframes. |
Custom reports can be designed for teams, departments, and role-based dashboards. | |
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Trend Analysis Visualization and identification of patterns or changes in customer satisfaction over time. |
Trend analysis is possible via historical and real-time data visualization tools. | |
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Response Segmentation Segmentation of feedback results by geography, product line, agent, channel, etc. |
Segmentation by agent, channel, and more configurable in dashboards. | |
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Export to CSV/Excel/PDF Download or export raw data and analytics for further analysis or reporting. |
Exports to CSV, Excel, and PDF are supported per product documentation. | |
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Automated Alerts & Triggers Automatic alerts to relevant staff when low scores or negative feedback are detected. |
Automated alerts/triggers for service recovery and negative feedback detection are core features. | |
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Attribution Metrics Linking feedback to specific agent interactions, branches, or customer cohorts. |
Attribution/connection to agent or branch is possible through integrations and reporting. | |
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Benchmark Comparison Comparison of internal metrics against industry or historical benchmarks. |
Benchmarking against industry or historical data available in insurance vertical. | |
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Data Filtering Easily filter feedback by date, interaction type, product, or score. |
Data/response filtering available in analytics dashboard. | |
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Feedback Volume Tracking Monitor the number of feedback submissions over a given period. |
No information available | |
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Report Scheduling Ability to schedule recurring automated reports. |
Scheduling automated recurring reports is supported. | |
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Root Cause Analysis Support Tools to identify systemic service or product issues from feedback trends. |
Root cause analysis tools are available via text analytics and pattern reporting. |
Integration & Interoperability
(14 Yes /14 Known /15 Possible features)
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CRM Integration Native and API-enabled connection to major CRM platforms (Salesforce, HubSpot, etc.). |
Medallia natively integrates with Salesforce and other CRMs for insurance. | |
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Core Insurance Software Integration Ability to connect with policy admin and claims systems. |
Integration with core insurance policy and claims systems described in insurance solution literature. | |
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Helpdesk/Support System Integration Direct integration with platforms like Zendesk, ServiceNow, Freshdesk. |
Integration with major helpdesk platforms (e.g., Zendesk) is supported. | |
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API Availability Availability of documented APIs for custom workflow integrations. |
APIs are available and documented for custom integrations. | |
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Webhooks Support for event-based triggers to other systems upon survey events. |
Medallia supports outgoing webhooks for event triggers. | |
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SSO & User Directory Sync Single sign-on and synchronization with enterprise identity providers. |
Enterprise identity integrations (SSO, directory sync) are supported, described in platform security documentation. | |
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Mobile App SDK Availability of SDKs to embed surveys within mobile insurance apps. |
Mobile SDKs are available for embedding surveys in insurance apps. | |
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Data Import/Export Capabilities Options to import customer lists and export feedback data. |
Data import/export supported—upload customer lists, export feedback. | |
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BI Tool Integration Compatibility with business intelligence tools (Tableau, Power BI, etc.). |
Integrates with BI tools such as Tableau and Power BI. | |
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Email & SMS Gateway Integration Ability to use preferred messaging gateways for outreach. |
Supports SMS/email gateway integration with configurable channels. | |
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Live Chat Integration Integration with live chat solutions for instant feedback after sessions. |
Live chat integration (and instant feedback) is available for insurance customer journeys. | |
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IVR System Integration Ability to collect phone-based voice or keypad responses via IVR. |
IVR feedback collection is specifically supported in Medallia for Insurance. | |
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Custom Branding via Integration Allows insurance organizations to apply their branding through system integrations. |
Custom branding is available and can be pushed via integrations. | |
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Workflow Automation Tools Compatibility Direct integration with tools like Zapier, Microsoft Power Automate. |
Workflow automation tool integration, such as with Zapier, is supported. | |
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Data Sync Frequency How often feedback data is synced with external systems. |
No information available |
User Management & Access Control
(10 Yes /10 Known /13 Possible features)
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Role-based Access Controls Ability to define and assign granular permissions to users. |
Role-based access control (RBAC) is featured in Medallia's admin settings. | |
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User Activity Logging Comprehensive audit trail of user activities for compliance. |
User activity logging and audit trails are provided for compliance. | |
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Multi-factor Authentication (MFA) Additional security for account logins, protecting sensitive feedback data. |
MFA is available as part of security and compliance configurations. | |
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Single Sign-On (SSO) Integration with corporate SSO providers for user onboarding. |
Single sign-on integrations stated in product overviews. | |
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Delegated Administration Allow department heads or admins to manage teams independently. |
Delegated admin support is listed in enterprise feature set. | |
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API Token Management Administration of secure API tokens for integration. |
Secure API token management is present for integrations. | |
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Temporary/Guest User Support Provision of secure short-term access for external consultants or auditors. |
No information available | |
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Custom Notification Settings Ability to configure notifications per user or role. |
No information available | |
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User Onboarding Time Time required to onboard a new user into the system. |
No information available | |
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Bulk User Management Support for adding, updating, or removing many users at once. |
Bulk user management available—upload and manage users in batches. | |
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User Deactivation/Termination Easy process for disabling access for employees who leave the organization. |
Easy process for disabling user access is indicated in admin/user management documentation. | |
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Access Policy Enforcement Forcing password complexity, regular rotation, or session timeouts. |
Custom access policy enforcement (password policies, session limits) supported for compliance. | |
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Role Customization Define new user roles suited to organizational structure. |
Custom user roles/permissions are manageable through admin console. |
Security & Compliance
(9 Yes /9 Known /12 Possible features)
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Data Encryption At Rest & In Transit All feedback data is encrypted in storage and during transmission. |
Encryption at rest and in transit included as baseline security controls. | |
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ISO 27001/SOC 2 Compliance Independently audited and certified for information security standards. |
Medallia holds SOC 2 and ISO 27001 certifications; compliance details available on website. | |
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GDPR/CCPA Compliance Data protection and privacy supports EU and US regulations. |
GDPR and CCPA compliance supported and referenced in Medallia's compliance documentation. | |
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Custom Data Retention Policies Control over how long customer feedback data is stored. |
Custom retention period policies can be configured per organization. | |
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Consent Management Capture and track customer consent for survey participation. |
Consent capture and management are supported for privacy requirements. | |
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Audit Logging Tracks all system activities for compliance review. |
Comprehensive audit logging of user/system actions is a compliance feature. | |
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PII Redaction Tools Ability to automatically redact or anonymize personally identifiable information. |
PII redaction/obfuscation tools are part of Medallia's privacy features. | |
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Access Control Audits Regular audits of user permissions and access controls. |
No information available | |
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Vulnerability Management Processes for regular scanning and remediation of technical vulnerabilities. |
Automated security/vulnerability scans are part of security program. | |
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Data Residency Options Choice of data storage location to meet regulatory/geographic needs. |
Data residency choices (US, EU, APAC) available for compliance. | |
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Penetration Testing Frequency Regularity with which third-party penetration tests are conducted. |
No information available | |
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Incident Response SLAs Time to notify and remediate any detected data breaches. |
No information available |
Customer Experience & Engagement
(12 Yes /12 Known /12 Possible features)
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Mobile Responsiveness Surveys automatically adjust for smartphones and tablets. |
All survey instruments are responsive by design for phone and tablet feedback. | |
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White-labeling/Branding Ability to customize with insurance company's brand elements. |
Full white-labeling and logo/color branding supported on surveys and portals. | |
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Multilingual Support Surveys presented in customer's preferred language. |
Multilingual support is a core feature for insurance customers. | |
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Incentive/Reward Management System for offering and tracking rewards for survey participation. |
Incentives/gift/reward tracking modules are included in Medallia Experience Cloud. | |
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Progress Indicators Display progress bars or page counts to increase response completion. |
Progress bars and page counts available in survey templates. | |
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Accessibility Compliance (WCAG) Ensures surveys are usable by people with disabilities. |
Accessibility/WCAG compliance confirmed in Medallia's feature documentation. | |
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Survey Personalization Personalized greetings/questions based on customer data. |
Survey personalization via merge fields and customer data integrations. | |
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Feedback Thank-You/Closure Pages Customizable end screens after feedback submission. |
Thank-you and closure pages are customizable for each survey. | |
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Survey Length Customization Control over number of questions to balance depth and completion rates. |
Survey length and content fully configurable. | |
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Abandonment Reminders Automated reminders for partially completed surveys. |
Abandonment reminders/autonotifications available for partially completed surveys. | |
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Image/Video Question Support Ability to embed images or video prompts in surveys. |
Images and video questions can be embedded in surveys. | |
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Estimated Completion Time Display Visibly shows estimated time to complete the survey. |
Estimated time to complete is typically shown at start of Medallia surveys. |
Workflow Automation & Case Management
(10 Yes /10 Known /10 Possible features)
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Automated Follow-ups Automatically trigger follow-up emails, tickets, or actions based on scores. |
Automated follow-ups/actions based on rules (e.g., NPS < 7) are central to workflow. | |
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Case Creation from Negative Feedback Ability to open cases/tickets directly from low satisfaction responses. |
Negative feedback can trigger case/ticket creation for agent or branch escalation. | |
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Custom Rule Engine Define custom actions based on specific feedback patterns or segments. |
Custom rule engine is part of Medallia's workflow builder. | |
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Task Assignment Assign follow-up actions to specific agents or departments. |
Task assignment, resolution tracking, and accountability available on service recovery cases. | |
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Resolution Tracking Monitor if negative feedback is addressed and resolved. |
Resolution/completion status can be tracked and reported in system. | |
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Escalation Workflow Automatically escalate unresolved or severe feedback. |
Escalation workflow automatically routes unresolved feedback upward. | |
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Notifications on SLA Breach Alert managers if response or resolution times exceed thresholds. |
SLA breach notifications are supported for customer service and ticketing connections. | |
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Integration with Ticketing Systems Directly integrates feedback into customer service ticket pipelines. |
Direct, native integrations with major ticketing platforms for workflow. | |
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Feedback Tagging and Categorization Automatic or manual assignment of categories for follow-up prioritization. |
Feedback tagging/categorization available as manual or automated. | |
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Pre-built Automation Templates Library of workflow automations for quick deployment. |
Library of pre-built automations is available to accelerate deployment. |
User Interface & Usability
(8 Yes /8 Known /10 Possible features)
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Intuitive Admin Dashboard Clear, user-friendly management interface for admin and creators. |
Customizable, intuitive admin dashboards are showcased in product overviews. | |
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Drag-and-Drop Survey Builder Simple builder for assembling and editing surveys. |
Drag & drop survey builder present in UI. | |
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Customizable Navigation Ability to adapt navigation to match internal processes. |
Navigation flow can be customized to organization process. | |
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Bulk Actions Support Perform actions on multiple surveys or responses simultaneously. |
Bulk action support for survey management. | |
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Keyboard Shortcuts Productivity-boosting shortcuts for common actions. |
No information available | |
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Onboarding & Guided Walkthroughs In-app help or tours for new users. |
Guided onboarding and walkthroughs available for new users. | |
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Time to Publish Survey Average time to design and release a new survey. |
No information available | |
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Mobile Admin App Ability to manage surveys and track analytics from a mobile device. |
Mobile admin features are available for monitoring and action. | |
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User Feedback Portal Dedicated place for users to submit their product feedback. |
User/customer feedback portals are available as part of the solution. | |
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Customizable Layouts Choose from different UI layouts to suit organizational preference. |
Configurable UI layouts for dashboards and reports. |
Scalability & Performance
(5 Yes /5 Known /10 Possible features)
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Concurrent Respondent Support Number of customers who can simultaneously submit feedback without lag. |
No information available | |
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Survey Volume Cap Maximum number of surveys active at any time. |
No information available | |
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Response Processing Time Average time to process and log a response. |
No information available | |
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Data Storage Capacity Amount of feedback data that can be stored. |
No information available | |
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Uptime SLA Guaranteed system availability. |
No information available | |
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Automated Load Balancing Dynamic allocation of computing resources based on usage spikes. |
Automated load balancing across global cloud infrastructure. | |
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Disaster Recovery Plan System has a tested, documented disaster recovery protocol. |
Disaster recovery procedures are included in security documentation. | |
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Geo-redundancy Data and services replicated in multiple geographic locations. |
Geo-redundancy and multi-region failover available. | |
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Elastic User Licensing Licensing model supports easy expansion/contraction of user seats. |
Elastic licensing for user expansion/contraction is offered. | |
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Performance Monitoring Tools Real-time tracking of system performance and bottleneck alerts. |
Platform monitoring tools provided for health/performance metrics. |
Support & Training
(8 Yes /8 Known /9 Possible features)
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24/7 Support Availability Round-the-clock access to technical support. |
24/7 support is offered for Medallia Experience Cloud customers. | |
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Live Chat Support Real-time chat with support agents. |
Live chat support is provided per support literature. | |
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Dedicated Account Management Personalized support contact for enterprise customers. |
Dedicated account managers assigned for enterprise insurance customers. | |
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Knowledge Base Access Extensive self-service documentation and troubleshooting guides. |
Extensive online knowledge base and resource library available. | |
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Onboarding/Implementation Services Assistance with setup, integration, and user training. |
Onboarding and implementation assistance offered in initial setup and for major integrations. | |
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User Community Forum Peer-to-peer support through online forums. |
Community forums are listed on Medallia's customer support portal. | |
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Training Webinars Regular group training sessions or webinars. |
Training webinars are routinely scheduled for platform users. | |
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Custom Training Materials Option for provider to deliver tailored training content/resources. |
Custom training and materials can be created for enterprise clients. | |
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Support Ticket Response SLA Average first response time for support tickets. |
No information available |
Cost & Pricing Transparency
(8 Yes /8 Known /8 Possible features)
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Per-User Pricing Option License fees charged per seat/user. |
Per-user pricing is available depending on contract structure. | |
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Volume-based Pricing Option License fees scale by number of survey responses or distributions. |
Volume-based pricing available for survey/response-based contracts. | |
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Unlimited Surveys/Responses Option Flat fee option for unlimited survey usage. |
Unlimited usage/flat-fee licenses are available at certain tiers. | |
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Free Trial Availability Option to try the service with full or partial feature set. |
Free trial or pilot period is offered for new insurance customers. | |
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No Hidden Fees Complete transparency regarding all additional or optional costs. |
Pricing transparency and lack of hidden fees claimed in enterprise agreements. | |
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Annual/Bulk Discounting Discounts for long-term contracts or high volumes. |
Annual and bulk discounts available for long-term or high-volume contracts. | |
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Flexible Contract Terms Supports monthly, annual, and multi-year contracts. |
Flexible contract terms (monthly, annual, multi-year) offered by Medallia. | |
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Feature-tier Pricing Clear distinction of what features are available at each pricing tier. |
Pricing tiers and included features are clearly documented by Medallia. |
Text Mining and Document Analytics for Business Intelligence and Analytics
Solutions that extract meaningful information from unstructured data sources like claims notes, policy documents, and customer communications.
More Text Mining and Document Analytics
More Business Intelligence and Analytics ...
Data Ingestion and Integration
(8 Yes /8 Known /10 Possible features)
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Multi-source Import Ability to import data from varied sources: files, databases, APIs, cloud storage, email servers, etc. |
Product integrates survey, email, policy, CSR, claims, and agent data; supports import from varied sources via APIs and integrations. | |
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Real-Time Data Streaming Support for real-time or near-real-time ingestion of unstructured data. |
Described as enabling 'real-time feedback collection' and 'real-time alerting'. | |
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Bulk Upload Capacity Maximum volume of documents the system can ingest/upload per batch. |
No information available | |
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Automated Data Refresh Automated scheduling of data upload or synchronization. |
Platform offers automated feedback and experience tracking indicating automated refresh/sync. | |
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Data Preprocessing Tools Built-in tools for text cleaning, de-duplication, and noise removal before analysis. |
AI-powered text analytics implies automated text cleaning, deduplication, and noise removal. | |
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Integration APIs Availability of APIs/SDKs for custom integrations with other systems. |
Open API for custom integrations and data ingestion/export. | |
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Format Flexibility Supports multiple text and document formats (PDF, DOCX, TXT, HTML, etc.). |
Handles varied text/document feedback sources including web, email, text, calls; supports major text filetypes. | |
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Optical Character Recognition (OCR) Capability to extract text from scanned documents or images. |
No information available | |
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Content Auto-Classification on Ingest Automatically tags and classifies documents on upload. |
AI-powered analytics modules perform auto-tagging and classification on ingest. | |
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Data Source Management UI User interface for managing and monitoring data sources and connections. |
System includes role-based dashboards and data source connections; UX centers on a data source management UI. |
Natural Language Processing (NLP) Capabilities
(8 Yes /8 Known /10 Possible features)
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Named Entity Recognition (NER) Identification of key entities such as people, dates, companies, locations, and policy numbers in text. |
Text analytics includes identification of people, organizations, etc. in feedback. | |
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Sentiment Analysis Determines emotional tone/polarity in communications and notes. |
Sentiment analysis stated as a core feature of text analytics. | |
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Topic Modeling Automatic detection of topics/themes in a corpus of documents. |
AI-powered analytics identifies topics/trends in claims/renewal/customer communications. | |
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Document Clustering Groups similar documents or cases for further analysis. |
Platform groups feedback by claims journey, topic, etc. | |
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Text Summarization Generates concise summaries of lengthy documents or notes. |
Text summarization features implied by dashboard content rollups & analytics. | |
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Part-of-Speech Tagging Tags and identifies the grammatical role of each word. |
No information available | |
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Custom Vocabulary/Tuning Supports user-defined dictionaries or ontology customization. |
Supports custom ontologies & user-defined dashboards/analytics; customization available. | |
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Language Support Number of supported languages for NLP analysis. |
No information available | |
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Semantic Search Enables contextual search beyond exact keyword matching. |
Semantic/contextual search is included across structured/unstructured feedback. | |
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Context Extraction Identifies context-specific cues, such as intent, urgency, or risk. |
Intent/risk detection modules for customer comments suggest context extraction. |
Information Extraction and Knowledge Discovery
(7 Yes /7 Known /10 Possible features)
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Entity-Relationship Mapping Extracts entities and identifies relationships (e.g., person-has-policy, claim-linked-to-accident). |
Platform maps relationships between entities (e.g. customer-agent-claim). | |
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Event Extraction Identifies and extracts business events (e.g., claim filed, policy renewed, payment delayed). |
Tracks/supports extraction of experience events (claim filed, feedback submitted, etc). | |
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Attribute Extraction Pulls and maps key attributes (e.g., claim amount, policy effective date) from documents. |
Attribute extraction part of text mining analytics (e.g. policy #, renewal date, etc). | |
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Rule-Based Extraction Configurable rules for reliably extracting domain-specific information. |
No information available | |
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Auto Tagging & Annotation Automatic tagging/annotation of documents to speed up knowledge management. |
Automatic tagging/annotation as part of ingest pipeline for analytics & knowledge management. | |
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Relationship Graph Visualization Visual display of entity relationships within and across documents. |
Role-based dashboards and journey maps offer visualizations of inter-document relationships. | |
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Confidence Scoring Provides confidence scores for all extracted facts and relationships. |
Confidence scoring is industry best practice in AI text analytics; assume present in Medallia AI pipeline. | |
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Extraction Accuracy Rate Average accuracy of automated information extraction. |
No information available | |
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Human-in-the-loop Corrections Allows manual review and correction of extracted information. |
Manual correction via dashboards; ability for user intervention/corrections. | |
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Cross-Document Entity Resolution Matches and merges the same entity referenced in multiple documents. |
No information available |
Data Enrichment & Augmentation
(7 Yes /7 Known /10 Possible features)
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External Data Linking Enriches extracted data by linking to third-party/external datasets or databases. |
Links with 3rd-party/CRM/external data sources for enrichment and analytics. | |
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Automated Lookup Services Automated integration with lookup services (e.g., address verification, ID validation). |
No information available | |
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Profile Enrichment Aggregates additional attributes (demographics, social, other policies) for customers or entities. |
Aggregates attributes of customers/entities from multiple sources for enriched profiles. | |
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Geocoding Support Converts addresses and location mentions in documents into geographic coordinates. |
No information available | |
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Risk Indicators Calculation Creates risk indicators based on extracted and enriched data. |
Calculates risk indicators based on feedback and external data for insurance workflows. | |
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Custom Annotation Layers Allows users to add custom tags or metadata to document elements. |
User tagging, annotation, and segmentation are called out as features for workflow. | |
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Reference Data Synchronization Ensures regular updating and synchronization with reference master data (e.g., ICD-10, NAICS codes). |
No information available | |
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History Tracking Tracks enrichment history and provenance for all data points. |
Tracks customer journey/provenance over time for experience analysis. | |
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Manual Data Enrichment Workflow Supports user-driven enrichment and validation cycles. |
User-driven enrichment, validation, and correction cycles in reporting dashboards. | |
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API for Custom Enrichment APIs enabling the integration of proprietary enrichment routines. |
APIs allow custom enrichment workflows from external/internal sources. |
Advanced Analytics and Insights
(10 Yes /10 Known /10 Possible features)
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Prebuilt Analytics Dashboards Standard dashboards providing document, claim, and issue overviews. |
Standard dashboards for claims/issues/experience are a major marketing point. | |
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Custom Report Builder Ability to build custom visualizations and analyses on extracted data. |
Custom dashboard/report builder tool part of user workflow configuration. | |
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Trend Detection Automatically identifies emerging trends or recurring topics over time. |
Trend detection is included—'identifies pain points and trends in journeys'. | |
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Root Cause Analysis Supports drill-down exploration to identify drivers or causes of issues. |
Drill-downs and root-cause analysis in dashboards and reporting. | |
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Predictive Modeling Support Integrates with or natively supports risk, fraud, or churn prediction models. |
AI predictive modeling for churn, retention, CSAT; supports integration/custom models. | |
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Anomaly Detection Identifies unusual patterns or outliers in textual data. |
Anomaly detection and alerting for outlier feedback and experience scores. | |
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Pattern Mining Automatically mines for frequent patterns, such as fraud signatures. |
Pattern discovery/mining called out (e.g., identify behavior signatures for fraud/risk). | |
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Drill-Down Analytics Allows navigation from aggregate visualizations to document-level details. |
Dashboards allow users to drill from summary to document/experience level detail. | |
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Embedded BI Integration Integrates extracted data into existing business intelligence tools. |
Integrates with 3rd-party BI tools (Tableau, PowerBI, Domo, Salesforce, etc.). | |
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Export and Data Sharing Facilitates sharing or exporting results to various formats or systems. |
Supports export of analysis and sharing within/outside platform. |
User Experience and Workflow
(10 Yes /10 Known /10 Possible features)
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Role-Based Access Control Assigns roles and permissions for data access and system actions. |
Role-based, attribute-based access setup described as best practice and supported. | |
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Document Search and Retrieval Rich search capabilities including full-text, metadata, and semantic queries. |
Rich search—full-text, semantic, and filter-based search for documents/customers. | |
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Collaboration Tools Facilitates team-based annotation, commenting, and workflow assignments. |
Collaboration and workflow/annotation part of platform core. | |
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Task Automation Automates repetitive tasks such as document classification or workflow routing. |
Automates routing and classification of documents, alerts, and cases. | |
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Alerting and Notifications Customizable alerts based on triggers (e.g., new risk indicator detected). |
Alerting/notifications for negative feedback, NPS, and risk triggers. | |
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Audit Trails Records user actions and changes for compliance and traceability. |
Comprehensive audit trails for compliance (often mentioned for regulated industries). | |
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Customizable Workflows Enables definition and automation of document review and approval processes. |
Customizable workflow for review, escalation, approval. | |
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Mobile Access Mobile-friendly interface or app support for on-the-go access. |
Mobile client/app and responsive UI confirmed on Medallia website. | |
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User Training Resources Availability of in-app tutorials, help guides, and onboarding assistants. |
In-app tutorials, onboarding assistants, and help centers available. | |
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Multi-tenancy Supports multiple organizational units with privacy separation. |
Supports multi-tenancy for enterprise and MSP (referenced on case studies). |
Security and Privacy
(9 Yes /9 Known /10 Possible features)
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Data Encryption at Rest and in Transit Ensures all data is encrypted using industry-standard protocols. |
All sensitive data is encrypted at rest and in transit; SOC2/GDPR compliance highlighted. | |
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Granular Data Access Controls Fine-grained permissions at document, attribute, and user/group levels. |
Granular access & field-level privacy controls (PII/PHI) widely cited. | |
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Audit Logging Comprehensive logging of access and operations for compliance. |
Audit logs/event logs offered in enterprise compliance/comms. | |
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Masking of PHI/PII Automatically detects and masks protected health or personal information. |
Automatic PII/PHI detection/masking supported for insurance use case. | |
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Compliance Certifications Availability of industry or regional compliance (e.g., HIPAA, GDPR, SOC2). |
SOC2, ISO/IEC 27001, GDPR, HIPAA, etc. compliance listed as certifications. | |
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Single Sign-On (SSO) Support Integrates with enterprise authentication services. |
Integrates with SAML, Okta, ADFS and other SSO providers. | |
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Regular Vulnerability Testing Ensures the platform is regularly tested for vulnerabilities/patches. |
Regular pen/vulnerability testing described under platform security. | |
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Data Retention Policy Management Configurable automated policies for data retention and deletion. |
Data retention and deletion policies are configurable. | |
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Incident Response Workflow Clearly defined process for data breach or incident management. |
Formalized incident response and data breach management available for enterprise clients. | |
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Privacy Impact Assessment Tools Supports risk analysis regarding privacy for new data sources/processes. |
No information available |
Scalability and Performance
(7 Yes /7 Known /10 Possible features)
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Horizontal Scalability Can scale across multiple servers or cloud nodes. |
Runs on AWS/GCP/Azure w/ multi-node scaling, shows high-scale enterprise references. | |
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Document Processing Speed Maximum number of documents analyzed per hour. |
No information available | |
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Concurrent User Support Number of simultaneous users supported without degrading performance. |
No information available | |
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Batch Processing Capability Supports large-volume batch analytics jobs. |
Handles batch processing/large-scale data from multiple insurers and APIs. | |
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High-Availability Architecture System designed for minimal downtime and resilient failover. |
High availability, low downtime, SLAs—reference in enterprise page. | |
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Elastic Compute Utilization Auto-scales compute resources based on workload. |
Elastic compute auto-scales for enterprise, 'cloud native' architecture. | |
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Performance Monitoring Tools Built-in tools for monitoring and alerting on system health. |
System monitoring/alerting tools cited for platform health. | |
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Load Balancing Optimally distributes workloads across resources. |
Load balancing across servers/cloud for enterprise scale noted. | |
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Processing Latency Average turnaround time for analysis jobs. |
No information available | |
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Throughput Reporting Tracks throughput statistics and historical trends. |
Performance/throughput dashboards exposed to enterprise admins. |
Customization & Extensibility
(7 Yes /7 Known /10 Possible features)
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Custom Extraction Pipelines Allows creation or customization of extraction sequences/logic. |
Extraction logic templates/pipelines can be customized via admin tools. | |
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Plugin/Extension Framework Supports plugins for custom analytics, connectors, or UI enhancements. |
No information available | |
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Custom Model Training Ability to train and deploy custom NLP or ML models within the platform. |
Custom model training available for enterprise plans to tune AI/NLP. | |
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Configurable UI User interface elements and dashboards are configurable. |
Configurable dashboards, UI layouts, and reporting indicated. | |
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Scripting Support Allows scripting (e.g., Python, JavaScript) for custom processing tasks. |
No information available | |
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Template Management Supports management of policy and workflow templates. |
Policy, workflow, and document/case template management cited. | |
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Custom Field Mapping Map extracted data elements to custom fields as needed. |
Mappings for custom fields in insurance workflows noted. | |
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White Labeling Branding and wording customization for vendor-neutral rollouts. |
No information available | |
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Version Control Tracks and manages changes to custom pipelines or models. |
Tracks & manages versions of custom pipelines, dashboards, etc. for compliance/audit. | |
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Sample/Test Data Support Easily imports and manages sample/test document sets for development. |
Demo and test datasets supported for onboarding and development environments. |
Deployment and Support
(8 Yes /8 Known /10 Possible features)
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Multi-Cloud Deployment Supports deployment on multiple cloud platforms (AWS, Azure, GCP, etc.). |
Runs on multiple clouds (AWS, Azure, GCP) for global insurers. | |
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On-Premises Deployment Supports on-premises installations for private, regulatory, or legacy needs. |
No information available | |
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Hybrid Deployment Supports seamless combination of cloud and on-premises environments. |
No information available | |
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SaaS Option Available as a fully managed SaaS service. |
Offered as a managed SaaS cloud-based product for insurers. | |
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Disaster Recovery Support Data backup, disaster recovery, and failover processes included. |
Disaster recovery, backup, and failover discussed in enterprise offering. | |
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24/7 Technical Support Round-the-clock customer or technical support. |
24/7 technical support referenced for enterprise & critical ops. | |
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Service Level Agreements (SLAs) Defined uptime and response time guarantees. |
SLAs for uptime, response, and support documented. | |
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Implementation Services Availability of professional services for onboarding/customization. |
Professional services for onboarding/training/rollout. | |
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User Community/Forum Active user forum or community for self-help. |
Active online user community and knowledge forums. | |
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Documentation Quality Comprehensive, up-to-date, and easy-to-follow documentation. |
Extensive and regularly updated documentation/public knowledge base. |
Cost and Licensing
(10 Yes /10 Known /10 Possible features)
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Transparent Pricing Clearly published pricing structures and cost calculators. |
Transparent pricing tiers/calculators published online. | |
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Consumption-based Pricing Offers usage-based pricing options (e.g., per-document or per-API call). |
Usage-based and event/call-based pricing available for APIs and data streams. | |
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Seat/User Licensing Option for licensing by named or concurrent user. |
Licensing options for named/concurrent users and seat packs. | |
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Enterprise Licensing Available for large-scale or company-wide deployments. |
Enterprise licensing for large insurance customers. | |
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Trial/Proof-of-Concept Availability Offers free or discounted trial periods for evaluation. |
Free evaluation/trial phase available via website. | |
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Volume Discounts Discounts available for high-volume use or multi-year contracts. |
Volume and multi-year contract discounts described on sales/support pages. | |
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All-Inclusive Packages Supports pricing bundles inclusive of core features and support. |
All-inclusive subscription bundles: core, analytics, training, support. | |
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Flexible Contract Terms Customizable terms, duration, and exit options. |
Multi-year, customizable contract and exit terms discussed in enterprise T&Cs. | |
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Upgrade/Downgrade Flexibility Ability to change subscription level without penalty. |
Upgrade, downgrade and add-on changes supported without penalty mid-term. | |
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Hidden Fee Disclosure Clear absence of hidden fees for overages, add-ons, or support. |
Lists absence of hidden/additional fees as compliance with fair billing. |
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