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Compare Medallia Agent Connect and Observe.AI 
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At a Glance
Market Segments
Mid-Market (55.9% of reviews)
Mid-Market (64.4% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Medallia Agent Connect
Star Rating
(274)4.6 out of 5
Market Segments
Mid-Market (55.9% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Medallia Agent ConnectObserve.AI
Star Rating
(238)4.6 out of 5
Market Segments
Mid-Market (64.4% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Observe.AISummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Medallia Agent Connect excels in call recording with a rating of 9.5, highlighting its reliability and clarity, while Observe.AI also performs well but does not specify a rating for this feature.
- Reviewers mention that Medallia's machine learning capabilities are rated at 8.9, which some users feel could be enhanced, whereas Observe.AI shines with a higher rating of 9.1 for AI text generation, indicating a stronger focus on generative AI features.
- G2 users note that Medallia Agent Connect's quality assurance evaluation feature is rated at 9.1, with users appreciating its thoroughness, while Observe.AI slightly edges out with a rating of 9.2, suggesting a more robust evaluation process.
- Users on G2 highlight that Medallia's customer scoring feature is rated at 9.3, which reviewers say provides valuable insights into agent performance, while Observe.AI's speech-to-text feature is rated lower at 8.7, indicating potential areas for improvement.
- Reviewers mention that Medallia's feedback management capabilities, particularly in tagging and segmentation, are rated at 9.0 and 8.8 respectively, which some users find useful, while Observe.AI's custom reports and dashboards receive a lower rating of 8.3, suggesting less flexibility in reporting.
- Users say that both products have strong compliance ratings of 9.3, but Medallia Agent Connect's overall product direction is rated lower at 8.6 compared to Observe.AI's impressive 9.8, indicating a more positive outlook for future developments with Observe.AI.
Pricing
Entry-Level Pricing
Medallia Agent Connect
No pricing availableObserve.AI
No pricing availableFree Trial
Medallia Agent Connect
No trial information availableObserve.AI
No trial information availableRatings
Meets Requirements
9.0
180
8.8
185
Ease of Use
9.2
181
9.2
185
Ease of Setup
9.1
97
9.0
108
Ease of Admin
9.0
95
9.2
91
Quality of Support
9.3
160
9.2
181
Has the product been a good partner in doing business?
9.3
97
9.3
93
Product Direction (% positive)
8.5
165
9.7
177
Features by Category
Call Analytics
Not enough data
9.5
43
Not enough data
8.9
44
Not enough data
9.1
44
Not enough data
9.0
40
Agent Performance Management
Not enough data
9.3
40
Not enough data
8.7
42
Not enough data
9.1
43
Generative AI
Not enough data
8.9
17
Agentic AI - Conversation Intelligence
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Quality Assurance
9.0
98
9.2
143
8.9
88
9.0
140
8.5
92
8.8
134
Engagement
9.1
92
9.1
144
9.0
101
9.1
137
8.7
84
8.8
133
Performance
9.1
90
9.0
126
9.2
73
9.3
134
Generative AI
Not enough data
8.8
28
Not enough data
8.8
28
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Feedback Management
9.0
20
Not enough data
8.8
17
Not enough data
8.3
25
Not enough data
Feedback Analysis
9.0
16
Not enough data
9.1
17
Not enough data
9.1
25
Not enough data
Feedback Sources
9.1
20
Not enough data
9.2
22
Not enough data
8.1
14
Not enough data
9.2
22
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
8.9
24
Testing - Contact Center AI Observability
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics - Contact Center AI Observability
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Infrastructure - Contact Center AI Observability
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Interaction Automation - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Medallia Agent Connect and Observe.AI are categorized as Contact Center Quality Assurance
Unique Categories
Medallia Agent Connect is categorized as Feedback Analytics
Observe.AI is categorized as AI Customer Support Agents, AI Agents For Business Operations, Conversation Intelligence, Contact Center AI Observability, and Speech Analytics
Reviews
Reviewers' Company Size
Medallia Agent Connect
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Observe.AI
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Retail
16.0%
Consumer Services
12.2%
Apparel & Fashion
11.0%
Food & Beverages
7.2%
Consumer Goods
6.8%
Other
46.8%
Outsourcing/Offshoring
13.1%
Consumer Services
12.2%
Hospital & Health Care
7.2%
Telecommunications
6.8%
Financial Services
6.8%
Other
54.1%
Alternatives
Discussions
Can I see other leaderboards from other companies?
1 Comment
MG
Depends of they want o share data collectively .Read more
Medallia Agent Connect has no more discussions with answers
Can I use this tool in promoting quality work to other people in our community?
2 Comments
Official Response from Observe.AI
Hi Larah, absolutely! Our platform is used by many organizations who gamify strong performance. As an example, some Observe.AI users will allow QA team leads...Read more
What is the best way to use this tool to have more accurate and quality results in a short matter of time ?
2 Comments
Official Response from Observe.AI
The Observe.AI platform inherently enables greater efficiency of quality audits. By allowing users to see call transcripts, specific points of interests on...Read more
Is there a way every time a call is scored and email can be triggered to the agent to notify them ?
1 Comment
Official Response from Observe.AI
Hi Melissa,
Yes! It's possible to get an email sent to your agent letting them know they've had a call scored. Today, you can do this by leaving a...Read more
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