# Medallia Agent Connect vs SMG - Service Management Group Comparison

| | Medallia Agent Connect | SMG - Service Management Group | 
|---|---|---|
| **Star Rating** | 4.6 out of 5 | 4.6 out of 5 | 
| **Total Reviews** | 276 | 50 | 
| **Largest Market Segment** | Mid-Market (55.8% of reviews) | Enterprise (52.0% of reviews) | 
| **Entry Level Price** | No pricing available | No pricing available | 

---
## Top Pros & Cons

### Medallia Agent Connect


Cons:
- Expensive (1 reviews)
- Expensive Features (1 reviews)

### SMG - Service Management Group

Pros:
- Customer Focus (3 reviews)
- Helpful (2 reviews)

Cons:
- Delay Issues (1 reviews)
- Time-Consumption (1 reviews)

---
## Ratings Comparison
| Rating | Medallia Agent Connect | SMG - Service Management Group | 
|---|---|---|
  | **Meets Requirements** | 9.0 (182 reviews) | 9.1 (32 reviews) | 
  | **Ease of Use** | 9.2 (183 reviews) | 8.5 (32 reviews) | 
  | **Ease of Setup** | 9.1 (99 reviews) | 8.2 (14 reviews) | 
  | **Ease of Admin** | 9.0 (95 reviews) | 8.6 (14 reviews) | 
  | **Quality of Support** | 9.3 (162 reviews) | 9.3 (28 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.3 (97 reviews) | 8.7 (15 reviews) | 
  | **Product Direction (% positive)** | 8.5 (166 reviews) | 8.2 (26 reviews) | 

---
## Pricing

### Medallia Agent Connect

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### SMG - Service Management Group

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Medallia Agent Connect** | 9.0/10 | 114 |
| **SMG - Service Management Group** | N/A | N/A |

#### Quality Assurance

| Feature | Medallia Agent Connect | SMG - Service Management Group | 
|---|---|---|
| **Evaluation** | 9.1 (100 reviews) | Not enough data | 
| **Calibration** | 8.9 (88 reviews) | Not enough data | 
| **Reports** | 8.5 (92 reviews) | Not enough data | 

#### Engagement

| Feature | Medallia Agent Connect | SMG - Service Management Group | 
|---|---|---|
| **Feedback** | 9.1 (93 reviews) | Not enough data | 
| **Dashboards** | 9.0 (102 reviews) | Not enough data | 
| **Training** | 8.7 (84 reviews) | Not enough data | 

#### Performance

| Feature | Medallia Agent Connect | SMG - Service Management Group | 
|---|---|---|
| **Integrations** | 9.1 (90 reviews) | Not enough data | 
| **Compliance** | 9.2 (74 reviews) | Not enough data | 

#### Generative AI

| Feature | Medallia Agent Connect | SMG - Service Management Group | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Experience Management

| Product | Score | Reviews |
|---|---|---|
| **Medallia Agent Connect** | N/A | N/A |
| **SMG - Service Management Group** | 9.1/10 | 20 |

#### Analytics

| Feature | Medallia Agent Connect | SMG - Service Management Group | 
|---|---|---|
| **Net Promoter Score (NPS)** | Not enough data | 9.2 (12 reviews) | 
| **Customer Satisfaction (CSAT) Score** | Not enough data | 9.4 (16 reviews) | 
| **Customer Effort Score (CES)** | Not enough data | 8.8 (10 reviews) | 
| **Gamification** | Not enough data | 8.8 (10 reviews) | 

#### Customization

| Feature | Medallia Agent Connect | SMG - Service Management Group | 
|---|---|---|
| **Stakeholder Management** | Not enough data | 9.1 (11 reviews) | 
| **Multilanguage Support** | Not enough data | 9.0 (8 reviews) | 
| **Multiple Branding Support** | Not enough data | 9.0 (8 reviews) | 
| **Vertical-specific Solutions** | Not enough data | 9.2 (10 reviews) | 

#### Generative AI

| Feature | Medallia Agent Connect | SMG - Service Management Group | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Experience Management

| Feature | Medallia Agent Connect | SMG - Service Management Group | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

### Feedback Analytics

| Product | Score | Reviews |
|---|---|---|
| **Medallia Agent Connect** | 8.9/10 | 26 |
| **SMG - Service Management Group** | N/A | N/A |

#### Feedback Management

| Feature | Medallia Agent Connect | SMG - Service Management Group | 
|---|---|---|
| **Tagging** | 9.0 (20 reviews) | Not enough data | 
| **Segmentation** | 8.8 (17 reviews) | Not enough data | 
| **Custom Reports and Dashboards** | 8.3 (25 reviews) | Not enough data | 

#### Feedback Analysis

| Feature | Medallia Agent Connect | SMG - Service Management Group | 
|---|---|---|
| **Thematic Analysis** | 9.0 (16 reviews) | Not enough data | 
| **Sentiment Analysis** | 9.1 (17 reviews) | Not enough data | 
| **NPS/CSAT Scoring** | 9.1 (25 reviews) | Not enough data | 

#### Feedback Sources

| Feature | Medallia Agent Connect | SMG - Service Management Group | 
|---|---|---|
| **Online Reviews** | 9.1 (20 reviews) | Not enough data | 
| **Surveys** | 9.2 (22 reviews) | Not enough data | 
| **Social Media** | 8.1 (14 reviews) | Not enough data | 
| **Customer Service Channels** | 9.2 (22 reviews) | Not enough data | 

#### Generative AI

| Feature | Medallia Agent Connect | SMG - Service Management Group | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Talent Management

| Product | Score | Reviews |
|---|---|---|
| **Medallia Agent Connect** | N/A | N/A |
| **SMG - Service Management Group** | N/A | N/A |

#### Generative AI

| Feature | Medallia Agent Connect | SMG - Service Management Group | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Employee Engagement

| Product | Score | Reviews |
|---|---|---|
| **Medallia Agent Connect** | N/A | N/A |
| **SMG - Service Management Group** | 9.4/10 | 16 |

#### Platform Basics

| Feature | Medallia Agent Connect | SMG - Service Management Group | 
|---|---|---|
| **Performance Benchmarking** | Not enough data | 9.6 (8 reviews) | 
| **Reporting & Dashboards** | Not enough data | 9.3 (9 reviews) | 
| **Interoperability** | Not enough data | 9.4 (6 reviews) | 

#### Platform Content

| Feature | Medallia Agent Connect | SMG - Service Management Group | 
|---|---|---|
| **Employee Pulse Surveys** | Not enough data | 9.7 (6 reviews) | 
| **Survey Customization** | Not enough data | 10.0 (6 reviews) | 
| **Goal and Challenge Creation** | Not enough data | 9.6 (8 reviews) | 
| **Science-based templates** | Not enough data | 9.7 (6 reviews) | 

#### Platform Additional Functionality

| Feature | Medallia Agent Connect | SMG - Service Management Group | 
|---|---|---|
| **Employee Segmenting** | Not enough data | 9.7 (5 reviews) | 
| **Goal and Challenge Creation** | Not enough data | 9.6 (8 reviews) | 
| **Peer Recognition** | Not enough data | 9.6 (8 reviews) | 
| **Social Feedback Portal** | Not enough data | Not enough data | 

#### Platform

| Feature | Medallia Agent Connect | SMG - Service Management Group | 
|---|---|---|
| **Customization ** | Not enough data | 8.1 (7 reviews) | 
| **Integration APIs** | Not enough data | Not enough data | 
| **Internationalization** | Not enough data | 9.3 (5 reviews) | 
| **User, Role, and Access Management** | Not enough data | 9.2 (8 reviews) | 
| **Dashboards** | Not enough data | 8.1 (8 reviews) | 

---
## Categories
**Shared Categories (1):** [Feedback Analytics Software](https://www.g2.com/categories/feedback-analytics)

**Unique to Medallia Agent Connect (1):** [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance)

**Unique to SMG - Service Management Group (2):** [Experience Management Software](https://www.g2.com/categories/experience-management), [Employee Engagement Software](https://www.g2.com/categories/employee-engagement)


---
## Reviewer Demographics

### By Company Size

| Segment | Medallia Agent Connect | SMG - Service Management Group | 
|---|---|---|
| **Small-Business** | 37.0% | 14.0% | 
| **Mid-Market** | 55.8% | 34.0% | 
| **Enterprise** | 7.2% | 52.0% | 

### By Industry

#### Medallia Agent Connect

- **Retail:** 15.8%
- **Consumer Services:** 12.1%
- **Apparel & Fashion:** 10.9%
- **Food & Beverages:** 7.2%
- **Consumer Goods:** 6.8%
- **Financial Services:** 6.0%
- **Computer Software:** 5.3%
- **Health, Wellness and Fitness:** 4.9%
- **Cosmetics:** 2.6%
- **Automotive:** 2.3%
- **Other:** 26.0%

#### SMG - Service Management Group

- **Retail:** 32.0%
- **Restaurants:** 28.0%
- **Food & Beverages:** 22.0%
- **Hospitality:** 4.0%
- **Hospital & Health Care:** 2.0%
- **Health, Wellness and Fitness:** 2.0%
- **Food Production:** 2.0%
- **Consumer Services:** 2.0%
- **Consumer Goods:** 2.0%
- **Business Supplies and Equipment:** 2.0%
- **Other:** 2.0%

---
## Alternatives

### Alternatives to Medallia Agent Connect

- [Playvox Quality Management](https://www.g2.com/products/playvox-quality-management/reviews) — 4.8/5 stars (1163 reviews)
- [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) — 4.3/5 stars (751 reviews)
- [MaestroQA](https://www.g2.com/products/maestroqa/reviews) — 4.7/5 stars (324 reviews)
- [Zendesk Contact Center](https://www.g2.com/products/zendesk-contact-center/reviews) — 4.5/5 stars (314 reviews)
- [AskNicely](https://www.g2.com/products/asknicely/reviews) — 4.7/5 stars (1050 reviews)
- [Birdeye](https://www.g2.com/products/birdeye/reviews) — 4.7/5 stars (4201 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2564 reviews)
- [ScorebuddyCX](https://www.g2.com/products/scorebuddycx/reviews) — 4.5/5 stars (834 reviews)
- [evaluagent](https://www.g2.com/products/evaluagent/reviews) — 4.5/5 stars (446 reviews)
- [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)

### Alternatives to SMG - Service Management Group

- [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) — 4.3/5 stars (751 reviews)
- [Medallia Customer Experience](https://www.g2.com/products/medallia-customer-experience/reviews) — 4.5/5 stars (210 reviews)
- [SAP SuccessFactors HCM](https://www.g2.com/products/sap-sap-successfactors-hcm/reviews) — 4.1/5 stars (1657 reviews)
- [SurveyMonkey](https://www.g2.com/products/surveymonkey/reviews) — 4.4/5 stars (23884 reviews)
- [InMoment Experience Improvement (XI) Platform](https://www.g2.com/products/inmoment-experience-improvement-xi-platform/reviews) — 4.7/5 stars (319 reviews)
- [Qualtrics Employee Experience](https://www.g2.com/products/qualtrics-employee-experience/reviews) — 4.4/5 stars (462 reviews)
- [Birdeye](https://www.g2.com/products/birdeye/reviews) — 4.7/5 stars (4201 reviews)
- [Lattice](https://www.g2.com/products/lattice-lattice/reviews) — 4.6/5 stars (4117 reviews)
- [AskNicely](https://www.g2.com/products/asknicely/reviews) — 4.7/5 stars (1050 reviews)
- [Qualtrics Market Research](https://www.g2.com/products/qualtrics-market-research/reviews) — 4.4/5 stars (3018 reviews)

---
## Top Discussions

### Medallia Agent Connect

- Title: [Can I see other leaderboards from other companies?](https://www.g2.com/discussions/50336-can-i-see-other-leaderboards-from-other-companies) — 1 comment, 1 upvote
  > **Top comment:** "Depends of they want o share data collectively ."

### SMG - Service Management Group

- Title: [How do I enable the printer from my phone ? It wants me to download it to a pdf however it won't allow me to get in to it because it says the pdf is corrupt](https://www.g2.com/discussions/how-do-i-enable-the-printer-from-my-phone-it-wants-me-to-download-it-to-a-pdf-however-it-won-t-allow-me-to-get-in-to-it-because-it-says-the-pdf-is-corrupt) — 1 comment, 1 upvote
  > **Top comment:** "Hi Kendra, thanks for reaching out on this issue. If this is still an issue for you, I encourage you to engage with the SMG Support Center at..."
- Title: [what is the best way to get the weekly and period reports to send on there own](https://www.g2.com/discussions/36762-what-is-the-best-way-to-get-the-weekly-and-period-reports-to-send-on-there-own) — 1 comment, 1 upvote
  > **Top comment:** "Hi Shawn F.  please reach out to your Account Management team for assistance.  They will be happy to help!   "

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/medallia-agent-connect-vs-smg-service-management-group)