Medallia Agent Connect
Last Updated
Overview
Medallia Agent Connect empowers contact center teams to track real-time performance and manage QA metrics efficiently. Review requests are sometimes sent before responses, yet its centralized platform ensures consistent monitoring and coaching. The software is ideal for mid-market and enterprise businesses seeking to enhance customer service quality.
Medallia Agent Connect Specifications
- Analytics And Reporting
- Customer Feedback Surveys
- Call Center Management
- Customer Profiles
Medallia Agent Connect Features
Conversation Intelligence
Medallia Agent Connect’s conversation intelligence captures insights from every customer interaction across channels. This feature uses AI to detect sentiment, highlight pain points, and provide actionable alerts, enabling teams to resolve issues promptly and improve experiences.
Quality Management
The software’s quality management feature streamlines QA processes by automating reviews and tracking performance metrics. It ensures consistent service standards, helps identify improvement areas, and empowers managers to optimize agent performance efficiently and maintain high customer satisfaction.
360-Degree Visibility
Medallia Agent Connect provides a 360-degree view of customer interactions, consolidating feedback, metrics, and touchpoints. This feature enables businesses to identify true drivers of satisfaction and take informed actions to enhance customer engagement across all channels.
Speech Analytics
The software’s speech analytics feature automatically transcribes and analyzes conversations to uncover trends, compliance issues, and customer sentiments. It equips teams with insights to coach agents, address pain points, and maintain high-quality service consistently across channels.
Text Analytics
Medallia Agent Connect’s text analytics evaluates written customer interactions to identify patterns, sentiment, and areas for improvement. This feature allows teams to enhance agent performance, resolve customer issues faster, and improve overall service quality effectively.
Pros And Cons of Medallia Agent Connect
Pros
Real-time performance scores for instant feedback
Easy access to QA and coaching metrics
Centralized platform for performance comparison over time
Cons
Limited customization of user profiles available
Cannot remove negative reviews automatically
Medallia Agent Connect Reviews
Total 15 reviews
4.9
All reviews are from verified customers
Rating Distribution
5
Stars87%
4
Stars13%
3
Stars0%
2
Stars0%
1
Stars0%
Share your experience
Not Specified, N/A employees
“Valuable feedback”
Pros
One of the best parts of using it is getting customer feedback in real time, including their ratings and comments about the service I provided. Our team leader can also access the surveys marked as negative which really helps when they need to review what happened during a call. It's also very useful for coaching because our TL can listen to our calls ahead of time. When we have meetings, he points out what needs improvement and shares techniques on how that interaction could have been turned into a more positive one. The software also gives us a way to replay calls that were audited by the quality assurance team. There's a section in the app where I can listen to the call and read the QA feedback at the same time which helps a lot because I can reflect on my performance while hearing my own call.
Cons
Only thing I don't really like is that, on rare occasions, it stops working. Still, after five months with the company and using this software every day, I can count on one hand the number of times that has happened. Even so, when it does go down, it makes me anxious for a bit because I'm very aware of my KPIs.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Not Specified, N/A employees
“Custom bios and agent photos”
Pros
Having the ability to add agent photos along with custom bios is a really nice touch.
Cons
I'd also like the option to create multiple surveys for each area.
Rating Distribution
Ease of use
8
Value for money
8
Customer Support
8
Functionality
9
Not Specified, N/A employees
“quick customer feedback wins”
Pros
One thing that really stands out is how simple it is for customers to rate us and the evaluations come in very quickly.
Cons
At this point there's nothing I dislike about this product.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
9
Frequently Asked Questions
What types of pricing plans does Medallia Agent Connect offer?
Medallia Agent Connect offers pricing based on a customizable Experience Data Record (EDR) model for easy scalability. Get in touch for a personalized Medallia Agent Connect price estimate.
Does Medallia Agent Connect have a mobile app?
Yes, Medallia Agent Connect offers a mobile app.
What language does Medallia Agent Connect support?
The software is available in English, German, French, Italian, Spanish, Japanese, Korean, Brazilian Portuguese, and many other languages.
What other apps does Medallia Agent Connect integrate with?
The software supports integration with multiple platforms, including Gladly, Salesforce, Intercom, Slack, and Zendesk Suite.
Who are the typical users of Medallia Agent Connect?
Medallia Agent Connect features are ideal for a wide range of sectors, including automotive, financial services, healthcare, insurance, life sciences, manufacturing, and public sector.
What level of support does Medallia Agent Connect offer?
Medallia Agent Connect offers support through a knowledge center, phone and live chat.
Does Medallia Agent Connect offer an API?
The vendor has not specified any information regarding its API availability.