Medallia Agent Connect Overview

Medallia Agent Connect empowers customer service teams to stay engaged and deliver excellent experiences. Remote and in-house contact center teams benefit equally.

Use Cases

Customers recommend Collecting Feedback, Engaging Conversational Surveys, Coaching, as the business use cases that they have been most satisfied with while using Medallia Agent Connect.

Other use cases:

  • Performance Management
  • Rating And Review Management
  • Training & Onboarding
  • Helpdesk Management
  • Review Customer Feedback
  • Call Recording
  • Automated Workflows
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Business Priorities

Improve Customer Satisfaction and Improve Efficiency are the most popular business priorities that customers and associates have achieved using Medallia Agent Connect.

Other priorities:

  • Acquire Customers
  • Build Brand Awareness
  • Improve ROI
  • Improve Product Experience
  • Scale Best Practices
  • Improve Brand Engagement
  • Improve Consistency
  • Improve Visibility
  • Increase Sales & Revenue
  • Establish Thought Leadership
  • Enter New Markets Internationally Or Locally
See all business priorities See less business priorities

Medallia Agent Connect Use-Cases and Business Priorities: Customer Satisfaction Data

Medallia Agent Connect's features include Gamification, Rewards, Personalization, etc. and Medallia Agent Connect support capabilities include 24/7 Support, Chat Support, Phone Support, etc. also Medallia Agent Connect analytics capabilities include Analytics, and Custom Reports.

Reviews

"Launching our service recovery program has driven measurable change across our contact center. Agents are more aware of the impact of delivering poor service experiences and this has resulted in proactive improvements in service delivery, which mean...s higher quality experiences for customers." - Deja Whitehead

Peer review evidence (same sources as the product rating summary)

"...We love customer feedback and Stella s really allowed us to make it meaningful feedback that we can actually action against...." Peer review by Shona Goodlad, Head of Customer Service, Sky Business
"...Engaged agents deliver better customer service. ..." Case Study ezCater
"...Stella Connect is painting a much bigger, more detailed picture of what our members are experiencing, and it’s giving us the real-time performance insights we need to motivate and coach our teams more effectively...." Testimonial by Omar Recendiz, Senior Manager, Global Member Services Training & Communications, TechStyle

Medallia Agent Connect, SmileBack, Simplesat, Thematic, Feedier, etc., all belong to a category of solutions that help Customer Feedback Management. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Medallia Agent Connect

Top Industries

  • Retail
  • Consumer Services
  • Events Services

Popular in

  • Enterprise
  • Mid Market
  • Large Enterprise

Medallia Agent Connect is popular in Retail, Consumer Services, and Events Services and is widely used by Enterprise, Mid Market, and Large Enterprise.

Medallia Agent Connect Customer wins, Customer success stories, Case studies

What makes Medallia Agent Connect ideal for Collecting Feedback?

What solutions does Medallia Agent Connect provide for Engaging Conversational Surveys?

How does Medallia Agent Connect facilitate Coaching?

How can Medallia Agent Connect enhance your Performance Management process?

How efficiently Does Medallia Agent Connect manage your Rating And Review Management?

11 buyers and buying teams have used Cuspera to assess how well Medallia Agent Connect solved their Customer Feedback Management needs. Cuspera uses 1194 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Customer Feedback Management needs.

CUSTOMERS TESTIMONIALS
Medallia Agent Connect testimonial

Deja Whitehead

Senior Manager of Customer Connections

Birchbox
Launching our service recovery program has driven measurable change across our contact center. Agents are more aware of the impact of delivering poor service experiences and this has resulted in proactive improvements in service delivery, which means higher quality experiences for customers. Testimonial By Deja Whitehead
Medallia Agent Connect testimonial

Marc Lore

CEO

Walmart.com
Stella Connect is an amazing asset for our team and has totally changed the way we think about driving engagement across our contact center. The product is helping us take our service to the next level with a win-win for both our team and our customers. Testimonial By Marc Lore
Medallia Agent Connect testimonial

Craig Barnes

SVP of Customer Care

Williams-Sonoma
The real-time agent-level feedback empowers our managers like never before and drives self-correcting behavior across our front-line team. The results: a more engaged and higher performing team, which translates into more satisfied and loyal customers. Testimonial By Craig Barnes
CUSTOMERS TESTIMONIALS
Medallia Agent Connect testimonial

Deja Whitehead

Senior Manager of Customer Connections

Birchbox
Launching our service recovery program has driven measurable change across our contact center. Agents are more aware of the impact of delivering poor service experiences and this has resulted in proactive improvements in service delivery, which means higher quality experiences for customers. Testimonial By Deja Whitehead
Medallia Agent Connect testimonial

Marc Lore

CEO

Walmart.com
Stella Connect is an amazing asset for our team and has totally changed the way we think about driving engagement across our contact center. The product is helping us take our service to the next level with a win-win for both our team and our customers. Testimonial By Marc Lore
Medallia Agent Connect testimonial

Craig Barnes

SVP of Customer Care

Williams-Sonoma
The real-time agent-level feedback empowers our managers like never before and drives self-correcting behavior across our front-line team. The results: a more engaged and higher performing team, which translates into more satisfied and loyal customers. Testimonial By Craig Barnes
 

Medallia Client TransUnion Earns Award for Excellence in Customer Experience - Business Wire

TransUnion won the 2025 Gold Stevie Award for Customer Service Team of the Year in financial services, citing Medallias analytics and real-time feedback as key to transforming customer experience. Me...dallia enabled TransUnion to analyze omnichannel interactions, identify friction points, and drive continuous CX improvements at global scale.

Read on →

ABANCA - Banking - Banking

Medallia helped ABANCA boost customer acquisition conversion by digitalizing feedback capture. The bank used Medallia to collect real-time feedback across all channels. This gave ABANCA a full view o...f customer needs and let them act fast. The CX strategy led to a significant increase in NPS and better business KPIs. ABANCA built a customer-centric culture focused on continuous improvement.

Read on →

CommScope - Telecommunications - Telecommunications

Medallia helped CommScope cut process time to close alerts by 70%. The company saw a 47% drop in monthly issues with its web product catalog. Users finding what they need via site search increased by... 32%. CommScope used Medallia to gather feedback across sales, customer service, support, and digital channels. This improved customer confidence and reduced operational costs.

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PetSmart - Retail - Retail

Medallia helped PetSmart unify customer feedback from in-store, digital, and service channels. PetSmart used real-time insights to improve adoption kits, grooming services, and loyalty programs. The ...omnichannel dashboard let teams spot friction points and replicate wins. Direct feedback led to better training, scheduling, and facility upgrades. PetSmart increased customer satisfaction and loyalty by acting on feedback across all touchpoints.

Read on →

Zurich Insurance - Insurance - Insurance

Medallia helped Zurich Insurance boost customer loyalty and retention in the insurance sector. Promoters now spend 27% more on premiums and are 5 times less likely to leave within a year. Zurich saw ...a 20-point NPS increase after improving the renewal process. Medallia's unified platform, real-time feedback, and text analytics empowered Zurich to act quickly and close the loop with unhappy customers. The solution enabled tailored insights and compliance across global markets.

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3M - Manufacturing - Manufacturing

Medallia helped 3M improve its B2B distribution site using customer feedback. 3M consolidated over 1,000 legacy ERP systems into a global platform. With Medallia, 3M reduced page load times by 60%. C...ustomer satisfaction scores rose by nearly 3 points. The company made many usability improvements based on distributor insights.

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Frequently Asked Questions(FAQ)

for Medallia Agent Connect

What is Medallia Agent Connect?

Medallia Agent Connect empowers customer service teams from anywhere. It helps remote and in-house contact center teams stay engaged and deliver great customer experiences. It provides agents the chance to self-correct and proactively reach out for help. Put agents in the driver’s seat with real-time transparency.

It helps Increase agent retention and create memorable customer experiences with the hybrid/remote teams.

What is Medallia Agent Connect used for?

Medallia Agent Connect is a Customer Feedback Management Software mainly used by its customers to Improve Customer Satisfaction and Improve Efficiency by Collecting Feedback, Engaging Conversational Surveys and Coaching .

What are the top features of Medallia Agent Connect?

Gamification, Rewards and Personalization are some of the top features of Medallia Agent Connect.

Who uses Medallia Agent Connect?

Medallia Agent Connect is used by Retail, Consumer Services and Events Services among other industries.

What are Medallia Agent Connect alternatives?

SmileBack, Simplesat, Thematic and Feedier are popular alternatives for Medallia Agent Connect.

Where is Medallia Agent Connect located?

Medallia Agent Connect is headquartered at 200 W 41st Street New York, NY 10036 USA.
lightning

Peers used Medallia Agent Connect for Collecting feedback and Engaging conversational surveys

Medallia Agent Connect Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
Analytics

4.44/5 ★

Read Reviews (37)
Custom Reports

4.12/5 ★

Read Reviews (57)
CAPABILITIES RATINGS AND REVIEWS
Analytics

4.44/5 ★

Read Reviews (37)
Custom Reports

4.12/5 ★

Read Reviews (57)

Software Failure Risk Guidance

?

for Medallia Agent Connect

Overall Risk Meter

Low Medium High

Top Failure Risks for Medallia Agent Connect

Medallia Inc News

M&A

Thoma Bravo's $5.1B Medallia wipeout deepens software, private credit ...

Thoma Bravo is set to hand over Medallia, a customer experience software firm, to its lenders, erasing $5.1 billion in equity. This restructuring highlights stress in the private credit and software sectors. Medallia's debt, held by creditors like Blackstone and KKR, has been significantly marked down. The move reflects broader challenges in software investments, despite Thoma Bravo CEO's optimism about niche SaaS opportunities.

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M&A

Thoma Bravo handover Medallia to its creditors - Liquid Lounge

Thoma Bravo is negotiating to transfer control of Medallia to creditors due to financial difficulties and a heavy debt burden, potentially eliminating $5.1 billion in investor equity.

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M&A

Exclusive-Thoma Bravo nears agreement to turn software firm Medallia ...

Thoma Bravo is close to transferring Medallia to its creditors, concluding restructuring talks. This move will eliminate $5.1 billion in equity for Thoma Bravo, who acquired Medallia for $6.4 billion in 2021. Medallia faces challenges with $3 billion in debt and declining valuations amid AI concerns. The firm's new leadership is working on a turnaround plan.

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Partnership

Medallia Deepens Investment in Partner Ecosystem with New Service ...

Medallia has launched a new Services Partner Program to enhance collaboration with its global partner ecosystem. This program includes tiered benefits, a roadmap for partner progression, and expanded resources to drive innovation and customer success. The initiative aims to deepen strategic alignment and empower partners like Deloitte Digital and KPMG to deliver greater value and impact.

Read more →

Medallia Inc Profile

Company Name

Medallia Inc

Company Website

https://www.medallia.com/

Year Founded

2001

HQ Location

200 W 41st Street New York, NY 10036 USA

Employees

1001-5000

Social

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Financials

SERIES F