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Marketing · head to head

CallRail vs Medallia

CallRail logo

CallRail

Marketing

Call tracking and attribution for North American SMBs, with overages that reshape the bill

From
$50/month
Free plan
No
Full reviewWebsite
Medallia logo

Medallia

Surveys

Enterprise experience management platform for customer, employee and contact centre feedback

From
On request
Free plan
No
Full reviewWebsite

The short version

  • Each has a real cost: CallRail the 250 included minutes on the entry plan are very low, and independent analyses put realistic SMB spend at one and a half to three and a half times list, so a $50 plan commonly bills $100 to $250.; Medallia there is no published pricing and no self-serve tier, so evaluating cost requires a sales process before any real budgeting can happen.
  • They diverge on capability: CallRail covers Dynamic Number Insertion, Medallia covers Multi-channel feedback capture.
  • Prices and features above were last checked on 1 September 2026.

Where they differ

Only the attributes on which CallRail and Medallia actually diverge.

Attributes where CallRail and Medallia differ
AttributeCallRailMedallia
Starting price$50/monthOn request
Pricing modelPer month by plan, plus per-number and per-minute overagesquote
CategoryMarketingSurveys

Identical on both: free tier (No), platforms (Web, iOS, Android), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in CallRail

  • Dynamic Number Insertion
  • Call recording and transcription
  • Conversation Intelligence
  • Form Tracking
  • Lead auto-tagging
  • Multi-channel attribution reporting
  • Call routing and text messaging
  • Agency account management

Only in Medallia

  • Multi-channel feedback capture
  • AI text and sentiment analysis
  • Role-based reporting
  • Contact centre analytics
  • Experience orchestration
  • Market research tools

What people use each for

The jobs each tool is most often brought in to do.

CallRail

  • A home services company running Google Ads that cannot tell which keywords produce booked jobs because most customers ring rather than fill in a form.not Medallia
  • An agency managing paid search for thirty local clients that needs per-client call attribution reporting under one login.not Medallia
  • A multi-location dental or legal practice wanting to know which branch phone number each campaign drives, and whether the calls were answered.not Medallia
  • A marketing team that wants calls auto-qualified from their content so it can push only genuine leads into HubSpot rather than every ring.not Medallia

Medallia

  • A retail or hospitality chain that wants customer feedback, digital behaviour and call transcripts unified in one platformnot CallRail
  • An enterprise with a dedicated CX team needing role-based dashboards from frontline staff to the executive teamnot CallRail
  • A contact centre wanting agent coaching and quality management driven by the same data as customer satisfaction scoresnot CallRail
  • A company running employee and customer experience programmes and wanting one vendor across bothnot CallRail

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

CallRail

  • The 250 included minutes on the entry plan are very low, and independent analyses put realistic SMB spend at one and a half to three and a half times list, so a $50 plan commonly bills $100 to $250.
  • Tracking numbers cost $3 each per month beyond the included five, so cost scales with attribution granularity rather than with value; a twenty-location business at three numbers per site pays $165 a month in number fees before any call connects.
  • Spam and unanswered calls consume billable minutes, and CallRail has been unclear with users about whether robocalls count against the allowance, which turns a nuisance into a line item.
  • Multiple public reviewers report cancellation friction, including counter-offers and stalling, charges continuing after account closure, and in one case an unexpected $500 charge months after cancelling.
  • Tier gating runs on two axes: form tracking and Conversation Intelligence sit on different plans, so having both means jumping to the $195 tier, and you cannot buy transcription onto the cheapest plan at any price.
  • Number inventory, key integrations and compliance posture are built for North American SMBs, so international number availability and non-US coverage are materially weaker.

Medallia

  • There is no published pricing and no self-serve tier, so evaluating cost requires a sales process before any real budgeting can happen.
  • Implementation is a project, not a signup, and typically involves data integration and consulting work before the platform produces usable dashboards.
  • The breadth of modules means a buyer who only needs a simple survey tool is paying for enterprise infrastructure they will not use.
  • Switching away later means re-architecting how feedback is collected across the organisation, which creates real vendor lock-in once rolled out.
  • Smaller teams and mid-market companies are effectively priced out, since the platform and its go-to-market are built for large enterprise accounts.

Pricing, plan by plan

CallRail

$50/month
  • Lead Tracking$50/month
    • 5 tracking numbers
    • 250 minutes
    • 25 SMS
  • Lead Tracking Complete$95/month
    • Everything in Lead Tracking
    • 1,000 form submissions
    • Form tracking and attribution
  • Lead Conversion$150/month
    • Everything in Lead Tracking
    • 10,000 transcription minutes
    • 2,500 analysis minutes
  • Lead Conversion Complete$195/month
    • Form tracking and Conversation Intelligence combined
    • 10,000 transcription minutes
    • 1,000 form submissions

Medallia

On request
  • Medallia Experience Cloud$undefined/year
    • No published pricing, sold as a multi-year enterprise contract
    • Pricing depends on modules (CX, EX, contact centre, market research)
    • Implementation and integration typically charged separately

Which should you pick?

Choose CallRail if

  • You need dynamic number insertion.
  • You work on Web, iOS, Android.
  • You also want call recording and transcription.
CallRail review

Choose Medallia if

  • You need multi-channel feedback capture.
  • You work on Web, iOS, Android.
  • You also want ai text and sentiment analysis.
Medallia review

Questions people ask

Is CallRail or Medallia better?
Neither clearly leads. CallRail starts at $50/month and Medallia at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, CallRail or Medallia?
CallRail starts at $50/month and Medallia at On request.
Does CallRail or Medallia run on more platforms?
Both run on Web, iOS, Android, so platform support will not decide this one for you.
What is CallRail best used for?
CallRail is most often used for a home services company running google ads that cannot tell which keywords produce booked jobs because most customers ring rather than fill in a form., an agency managing paid search for thirty local clients that needs per-client call attribution reporting under one login., a multi-location dental or legal practice wanting to know which branch phone number each campaign drives, and whether the calls were answered., a marketing team that wants calls auto-qualified from their content so it can push only genuine leads into hubspot rather than every ring.. Of those, a home services company running google ads that cannot tell which keywords produce booked jobs because most customers ring rather than fill in a form. and an agency managing paid search for thirty local clients that needs per-client call attribution reporting under one login. are not what Medallia is typically brought in for.
What can CallRail do that Medallia cannot?
CallRail covers Dynamic Number Insertion, Call recording and transcription, Conversation Intelligence, Form Tracking. Medallia covers Multi-channel feedback capture, AI text and sentiment analysis, Role-based reporting, Contact centre analytics.

Answered from the vendors’ own pages

CallRail: What will I actually pay?

More than list. Budget 1.5x to 3.5x the plan price once numbers beyond the included five and minutes beyond the allowance are counted.

Medallia: Is there a self-serve or free version?

No. Medallia sells only through direct sales with quoted enterprise contracts; there is no published price list.

CallRail: Do spam calls use my minutes?

Yes, minutes are consumed regardless of whether a call was answered or was a robocall. Users report this is a meaningful share of the overage on some accounts.

Medallia: Can a mid-sized company buy Medallia?

Technically yes, but the sales motion, implementation cost and contract structure are built for large enterprise deployments, not smaller teams.

CallRail: Can I get call transcription on the cheapest plan?

No. Conversation Intelligence starts at the $150 Lead Conversion tier. There is no add-on route from $50.

Medallia: Does it replace a standalone survey tool?

It can collect surveys, but its value is in unifying multiple feedback channels; a company only needing surveys is better served by a cheaper dedicated tool.

CallRail: Is there a free trial?

Yes, 14 days, self-serve, no sales call required.

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