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

"Before Stella Connect, we were auditing about 4 to 4.5 percent of all of our service interactions. In the first two months of using the QA tool, we were able to audit 22 percent of interactions with the same team size. We saw about a 5x efficiency g...ain on the number of audits we could get through." - Miles Dunn

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

What solutions does Medallia Agent Connect provide for Collecting Feedback?

How efficiently Does Medallia Agent Connect manage your Engaging Conversational Surveys?

What solutions does Medallia Agent Connect provide for Coaching?

What solutions does Medallia Agent Connect provide for Performance Management?

How can Medallia Agent Connect optimize your Rating And Review Management Workflow?

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

Miles Dunn

Director of Support

Peek.com
Before Stella Connect, we were auditing about 4 to 4.5 percent of all of our service interactions. In the first two months of using the QA tool, we were able to audit 22 percent of interactions with the same team size. We saw about a 5x efficiency gain on the number of audits we could get through. Testimonial By Miles Dunn
Medallia Agent Connect testimonial

Nick Martin

Head of Customer Experience

Harry’s
In a hyper-growth startup, trying to scale a customer service operation and seeing around the corner is very hard. With Stella Connect, we can pinpoint exactly what works best—when we need more resources, different training, more coaching. We can measure performance on a more granular level. Testimonial By Nick Martin
Medallia Agent Connect testimonial

Colleen Ruggiero

Director of Client Support

Yext
Stella Connect gives us the tools we need to make agents perform at their very best. You can really feel the improvement in service delivery and it’s really exciting to see this reflected in our improved CSAT scores. Testimonial By Colleen Ruggiero
CUSTOMERS TESTIMONIALS
Medallia Agent Connect testimonial

Miles Dunn

Director of Support

Peek.com
Before Stella Connect, we were auditing about 4 to 4.5 percent of all of our service interactions. In the first two months of using the QA tool, we were able to audit 22 percent of interactions with the same team size. We saw about a 5x efficiency gain on the number of audits we could get through. Testimonial By Miles Dunn
Medallia Agent Connect testimonial

Nick Martin

Head of Customer Experience

Harry’s
In a hyper-growth startup, trying to scale a customer service operation and seeing around the corner is very hard. With Stella Connect, we can pinpoint exactly what works best—when we need more resources, different training, more coaching. We can measure performance on a more granular level. Testimonial By Nick Martin
Medallia Agent Connect testimonial

Colleen Ruggiero

Director of Client Support

Yext
Stella Connect gives us the tools we need to make agents perform at their very best. You can really feel the improvement in service delivery and it’s really exciting to see this reflected in our improved CSAT scores. Testimonial By Colleen Ruggiero
 

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 →
 

Nationwide Recognized for Customer Insight Excellence with Medallia and Kantar Partnership - Business Wire

Nationwide received the Best Use of Customer Insight award at the Institute of Customer Service Awards 2025 for its advanced customer experience program. The initiative, delivered in partnership with... Kantar and powered by Medallias experience management platform, leverages real-time data from digital and in-person channels to drive actionable insights and continuous improvement for 16 million UK members.

Read on →

ADP - Human Resources - Very Large

Medallia helped ADP get a single view of customer feedback across 9 business units. ADP used data-driven insights and text analytics to understand customer needs in 20 languages. Over 60,000 employee...s serve more than 1 million customers worldwide. The program led to better customer retention and process improvements. Leadership support and analytics drove measurable results in customer experience management.

Read on →

Holiday Inn Club Vacations - Hospitality - Large

Medallia helped Holiday Inn Club Vacations reopen 29 resorts after COVID-19 closures. The company used Medallia solutions to gather fast, actionable guest feedback. This led to a 16-point increase in... NPS and a 41% rise in customer satisfaction. Medallia user engagement also grew by 21%. Guest input guided safe, confident reopening steps during uncertain times.

Read on →

Sam’s Club - Retail

Medallia helped Sam’s Club improve customer experience in retail. Sam’s Club used Medallia’s platform to collect feedback and manage customer interactions. The solution aimed to make shopping better ...for customers and easier for employees. The case highlights how Medallia’s tools support large retail operations. Results focus on better customer service and smoother store operations.

Read on →

Zurich Insurance - Insurance - Very Large

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.

Read on →

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, 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 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

Awards

Medallia Named Leader in 2026 Gartner VoC Platforms

Medallia has been recognized as a Leader in the 2026 Gartner Magic Quadrant for Voice of the Customer Platforms, marking its fifth consecutive year in this position. The company was acknowledged for its Completeness of Vision and Ability to Execute, highlighting its advanced AI capabilities in the Medallia Experience Cloud. New features like Intelligent Summaries and Smart Topic Builder enhance customer experience insights.

Read more →
Awards

Medallia Named a Leader in the 2026 Gartner Magic QuadrantTM for Voice ...

Medallia has been recognized as a Leader in the 2026 Gartner Magic Quadrant for Voice of the Customer. This recognition highlights Medallia's strong capabilities and leadership in customer experience management.

Read more →
Product

Medallia Releases 2026 State of Customer Experience Report: 66% of Brands Believe CX is Improving, Only 17% of Consumers Agree

Medallia released its 2026 State of Customer Experience Report, highlighting a gap between brand perceptions and consumer realities in customer experience (CX). While 66% of brands believe CX is improving, only 17% of consumers agree. The report emphasizes the need for actionable insights and the growing role of AI in CX, with 81% of practitioners setting measurable AI goals. The report also notes a shift towards holistic signal-based strategies and the importance of human engagement alongside AI.

Read more →
Product

Medallia releases 2026 State of Customer Experience Report:

Medallia released its 2026 State of Customer Experience Report, highlighting the gap between perceived and actual customer experience quality. The report emphasizes the need for actionable insights and AI integration in CX strategies. It reveals that while AI adoption is increasing, consumers still value human interaction. The report suggests that CX should evolve into a core business driver to maintain brand loyalty.

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