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
See all use cases See less use cases

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

"Going [to Portland] to train hands-on sets us apart and helps new associates feel excited to be part of our team. We get to know each other as people. Once you have that personal connection, it’s much easier to communicate over Slack or email. We’re... always on Slack, answering questions and sharing jokes. It’s a very friendly vibe." - Jack Lorentzen

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

"...The real-time agent-level feedback empowers our managers like never before and drives self-correcting behavior across our front-line team...." Testimonial by Craig Barnes, SVP of Customer Care, Williams-Sonoma
"...Agents are more receptive, and they re more engaged...." Peer review by Graham Jones, Help Desk and Operations Manager, Kijiji
"...It gives us unmatched visibility into our agents performance and helps us deliver more effective 1:1 coaching...." Case Study RevZilla

Medallia Agent Connect, SmileBack, SurveyMethods, Listen360 Customer Engagement Platform, Simplesat, 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

How can Medallia Agent Connect enhance your Collecting Feedback process?

What benefits does Medallia Agent Connect offer for Engaging Conversational Surveys?

How does Medallia Agent Connect facilitate Coaching?

What solutions does Medallia Agent Connect provide for Performance Management?

What benefits does Medallia Agent Connect offer for 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

Jack Lorentzen

Customer Experience Lead

Brooklinen
Going [to Portland] to train hands-on sets us apart and helps new associates feel excited to be part of our team. We get to know each other as people. Once you have that personal connection, it’s much easier to communicate over Slack or email. We’re always on Slack, answering questions and sharing ...jokes. It’s a very friendly vibe.

Testimonial By Jack Lorentzen
Medallia Agent Connect testimonial

Stefanie Wimp

Quality Assurance Team Lead

SmartPak
When you put information in front of those front-line reps that is valuable to their performance, they get to own their success and really be more proactive about it instead of reactive. Testimonial By Stefanie Wimp
Medallia Agent Connect testimonial

ESPN
We have a really great community where they call each other family, joke with each other, tease each other. This is how life on the floor has evolved. I’d love to say that I did that, but it’s just an outgrowth of [Stella Connect]. That was a very pleasant surprise. Testimonial By ESPN
CUSTOMERS TESTIMONIALS
Medallia Agent Connect testimonial

Jack Lorentzen

Customer Experience Lead

Brooklinen
Going [to Portland] to train hands-on sets us apart and helps new associates feel excited to be part of our team. We get to know each other as people. Once you have that personal connection, it’s much easier to communicate over Slack or email. We’re always on Slack, answering questions and sharing ...jokes. It’s a very friendly vibe.

Testimonial By Jack Lorentzen
Medallia Agent Connect testimonial

Stefanie Wimp

Quality Assurance Team Lead

SmartPak
When you put information in front of those front-line reps that is valuable to their performance, they get to own their success and really be more proactive about it instead of reactive. Testimonial By Stefanie Wimp
Medallia Agent Connect testimonial

ESPN
We have a really great community where they call each other family, joke with each other, tease each other. This is how life on the floor has evolved. I’d love to say that I did that, but it’s just an outgrowth of [Stella Connect]. That was a very pleasant surprise. Testimonial By ESPN
 

Blackstone - Private Equity - Very Large

Medallia Just Became the Most Expensive Lesson in Private Credit

New York, USA

Medallia's acquisition by Thoma Bravo in 2021 for $6.4 billion has resulted in a significant financial restructuring. Control has shifted to a lender group led by Blackstone, Apollo, KKR, and Antares... due to unsustainable debt servicing costs. This situation highlights the risks in private credit, especially with Payment-In-Kind structures and aggressive leverage, as Medallia's case becomes a cautionary tale for similar software deals from 2020-2022.

Read on →
 

Hotel Teams Adopt Four ChatGPT Workflows for Opera, Medallia, and IHG Automation

Hotel teams are implementing ChatGPT workflows to enhance automation with Opera, Medallia, and IHG systems, streamlining operations and improving efficiency.

Read on →

Dick's Sporting Goods - Retail - Large

Coraopolis, USA

Dick's Sporting Goods used Medallia to improve its ecommerce experience. The company captured digital customer insights to understand shopper sentiment and behavior. By integrating Medallia with Adob...e Analytics, Dick's identified and removed bottlenecks in the online journey. This led to a 50 basis point drop in bounce rates and a 25% to 46% increase in exercise equipment conversions. Medallia helped Dick's act on customer feedback and boost online sales.

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Zurich Insurance - Insurance - Very Large

Zurich, Switzerland

Zurich Insurance used Medallia to unify its customer experience management across countries. The platform enabled real-time feedback collection and tailored insights for every employee. Promoters now... pay 27% more in premiums and are 5x less likely to leave within a year. Zurich improved its NPS by 20 points in Turkey after acting on customer feedback. Medallia's system helps Zurich close the loop with every dissatisfied customer.

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XP - Financial Services - Large

Sao Paulo, Brazil

XP used Medallia's customer experience platform to manage client feedback. The company saw a 35-point increase in NPS. Over 5,000 advisors accessed real-time feedback. Promoters had a lifetime value ...5.7 times higher than detractors. XP focused on closing the loop with clients and improving satisfaction. Medallia helped XP prioritize actions and communications for better customer experience.

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Windstream - Telecommunications - Large

Little Rock, USA

Windstream used Medallia to manage customer feedback across its large, complex organization. Before Medallia, feedback was scattered and hard to use. Employees struggled to access customer data and r...esolve issues quickly. With Medallia, thousands of staff now see real-time feedback. Service agents can act fast and fix problems. The company improved employee engagement and made process changes based on real customer input.

Read more →

Frequently Asked Questions (FAQ)

What buyers ask before choosing 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, SurveyMethods, Listen360 Customer Engagement Platform and Simplesat 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 Competitors

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)

Medallia Agent Connect Integrations

Medallia Agent Connect integrates with a wide range of software applications through its robust data import and export capabilities.

Data Export

4.38/5 ★

Read Reviews (24)
Data Import

4.26/5 ★

Read Reviews (44)

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YouTube

4.57 5
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4.41 5
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Klaviyo

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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

Blackstone-led lenders take control of Medallia, Thoma Bravo loses ...

Medallia is transitioning ownership from Thoma Bravo to a group of lenders led by Blackstone, Apollo, and FS KKR Capital. This recapitalization involves $150 million in new capital and eliminates Thoma Bravo's $5 billion equity stake. The move aims to accelerate Medallia's AI-led product development and maintain its market position in customer experience software.

Read more →
M&A

Medallia taken over by Blackstone-led creditor group

Blackstone, leading a creditor group, has acquired Medallia, a provider of customer experience management software. This acquisition is part of a debt restructuring deal, positioning Blackstone to leverage Medallia's technology in its portfolio.

Read more →
M&A

Medallia Announces Milestone Agreement with Group Led by Blackstone ...

Medallia has entered a recapitalization agreement with Blackstone, Apollo, and FS KKR Capital Corp to transition ownership and strengthen its financial position. The transaction provides $150 million in new capital to support Medallia's $500 million commitment to AI-driven innovation and customer-focused product investment, enhancing its platform capabilities and market leadership.

Read more →
M&A

Medallia taken over by private credit lender group led by Blackstone

Medallia has been acquired by a group of private credit lenders led by Blackstone, Apollo, and FS KKR Capital Corp. The recapitalization deal reduces Medallia's debt and injects $150 million in new capital. This move supports Medallia's $500 million commitment to innovation and AI transformation.

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

Facebook Linkedin Twitter

Financials

SERIES F