# Medallia Agent Connect Reviews **Vendor:** Medallia **Category:** [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance) **Average Rating:** 4.6/5.0 **Total Reviews:** 275 ## About Medallia Agent Connect Stella Connect by Medallia is the first platform that connects customer feedback, QA, and coaching, giving CX leaders visibility into performance and driving improvement of frontline teams. Create a motivated and engaged work-from-anywhere team that brings a human touch to every customer interaction. Gain Visibility into Performance: Whether your service center is remote, co-located, operated internally, or you work with BPOs, easily access insights to understand how your entire service organization is performing. Quickly identify positive and negative trends across your team, highlight top and bottom performers, and spotlight opportunities for in-the-moment coaching. Engage and Motivate Your Team, No Matter Where They Sit: It’s undeniable that employee engagement drives performance. Stella Connect helps you better understand what motivates your top performing agents and optimize the agent experience. Also, agents get direct access to their real-time customer feedback, which motivates them to bring their “A” game to every customer interaction. Drive Efficiency and Improvement: Stella Connect helps drive efficiency and performance improvements for your front-line team. Stella Connect connects customer feedback to coaching and QA in one easy-to-use platform. This allows teams to eliminate point solutions, and reduces the time and effort traditionally required to coach and manage a team of agents. ## Medallia Agent Connect Pros & Cons **What users dislike:** - Users express frustration over Medallia's **expensive pricing and lack of communication** regarding renewals and adjustments. (1 reviews) - Users are unhappy with the **expensive features** and unexpected price increases without proper communication from Medallia. (1 reviews) - Users express frustration over **lack of communication and support** regarding renewals and pricing adjustments from Medallia. (1 reviews) - Users express frustration over **poor customer support** , citing unnotified renewals and lack of assistance from Medallia. (1 reviews) - Users express frustration over **poor management** , particularly regarding lack of communication and unfair auto-renewal practices. (1 reviews) ## Medallia Agent Connect Reviews ### 1. Effortless to Use, with Helpful Reminders Like Birthdays **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** April 21, 2026 **What do you like best about Medallia Agent Connect?** The ease of use and the ability to not have to set anything but the system remembers. Such as birthdays. **What do you dislike about Medallia Agent Connect?** Nothing that I can recall. It did everything well. **What problems is Medallia Agent Connect solving and how is that benefiting you?** It's not anymore since we changed crm but it did in the past help manage miscellaneous tasks really good. ### 2. Shady and deceptive practices **Rating:** 0.0/5.0 stars **Reviewed by:** Stepha C. | Sales Manager, Food & Beverages, Small-Business (50 or fewer emp.) **Reviewed Date:** February 25, 2025 **What do you like best about Medallia Agent Connect?** The software itself functioned fine for our needs. **What do you dislike about Medallia Agent Connect?** My company has been a client of Medallia for over 2 years, each year we are reminded of our upcoming renewal and able to make adjustments based on our team size. This year we were auto renewed and given a 10% price increase with out being contacted or advised. When I reached out to solve the issue I was told by Kin Ming Lit that Medallia no longer dedicates resources to accounts of our size and has no obligation to let us know about renewals. We simply wanted to adjust the number of seats we pay for to match the number of agents we have- but apparently they no longer offer contract revisions for accounts of our size. Incredibly disappointed and perturbed that they would treat a client of over 2 years with such a cold shoulder. Really shady- do better! **What problems is Medallia Agent Connect solving and how is that benefiting you?** Providing an NPS solution for our brand for coaching and mentoring oppurtunites. ### 3. very usefull app for my job. **Rating:** 5.0/5.0 stars **Reviewed by:** Angela T. | customer service agent, Enterprise (> 1000 emp.) **Reviewed Date:** March 26, 2024 **What do you like best about Medallia Agent Connect?** i love that we are able to see our scores in real time. **What do you dislike about Medallia Agent Connect?** i think it will be easier if we have all in one screen not to scroll down to review all the information. **What problems is Medallia Agent Connect solving and how is that benefiting you?** i think it is solving the communication in our company by letting us to see our scores in our end. ### 4. Easy to check performance **Rating:** 4.5/5.0 stars **Reviewed by:** Magnolia Michelle D. | Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** May 21, 2024 **What do you like best about Medallia Agent Connect?** Checking my performance and the past results to compare. **What do you dislike about Medallia Agent Connect?** Sometimes it glitches when trying to look up for the rankings. **What problems is Medallia Agent Connect solving and how is that benefiting you?** Compiling data for reviewing performance over time. ### 5. Great Coaching Platform! **Rating:** 5.0/5.0 stars **Reviewed by:** Marwa A. | Member Experience Associate, Health, Wellness and Fitness, Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2023 **What do you like best about Medallia Agent Connect?** I like Medallia because it's easy to use, and I am able to access any of the features easily. I like that I can see my performance points such as QA scores, customer surveys, and coaching sessions in one place. **What do you dislike about Medallia Agent Connect?** I found no issues with it. I never had to contact support, and the platform was always up and running. I have no suggestions as I find everything to my liking. **What problems is Medallia Agent Connect solving and how is that benefiting you?** Medallia is extremely critical to our team. We use it to obtain feedback from our customers, and benchmark employees' performance based on that. Metrics such as QA performance are being recorded on it as well. All of that can be accesses by each individual employee in one place. ### 6. Best Surveys tool **Rating:** 5.0/5.0 stars **Reviewed by:** Ramadan P. | Customer Support, Mid-Market (51-1000 emp.) **Reviewed Date:** September 08, 2023 **What do you like best about Medallia Agent Connect?** The simplest and the best design and the way it shows the surveys to the customers. -Easy to use between company members for mentoring and documenting. loved it so much! **What do you dislike about Medallia Agent Connect?** Personalization and user profile editing there is nothing there is missing the big part of the customization and definitely needed to be updated to a better and bring back the old lol. **What problems is Medallia Agent Connect solving and how is that benefiting you?** N/A ### 7. Great Coaching and Performance Software! **Rating:** 4.5/5.0 stars **Reviewed by:** Radwa L. | Member Experience Associate, Health, Wellness and Fitness, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2023 **What do you like best about Medallia Agent Connect?** Medallia is fast to load and easy to use. I like the interface and the ability to see my performance metrics in one place! That includes our customers' surverys and my QA scores. **What do you dislike about Medallia Agent Connect?** I don't find anything at fault with it! I've been using it for two years now, and never faced an issue. **What problems is Medallia Agent Connect solving and how is that benefiting you?** We use Medallia to track our daily performance, including customer reviews, surveys, QA scores for each agent. Personally, I use it daily to keep myself motivated and work on improving my performance. ### 8. Medalia Connect Surveys **Rating:** 5.0/5.0 stars **Reviewed by:** Pinky L. | Customer Care Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** April 24, 2023 **What do you like best about Medallia Agent Connect?** It helps us customer service support agents determine whether we have provided exemplary assistance with the customers we have dealt with. Also helps the company provide necessary coaching and rewards where necessary. **What do you dislike about Medallia Agent Connect?** I think there is a challenge with navigation as we have not really explored it more and I also think, there is still room for improvement when it comes to navigation. **What problems is Medallia Agent Connect solving and how is that benefiting you?** It is super helpful with Quality assurance, tracking customer complaints, performance review and overall -helping the customer support team do their best to help customers ### 9. Easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Ale E. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 14, 2023 **What do you like best about Medallia Agent Connect?** That I'm able to check the reviews of the customers and see how much they review me. Also, the easy way to use and how everything is linked to one website. I can see my QA, the stats of how much the customers review me, etc. **What do you dislike about Medallia Agent Connect?** That you're not able to remove the bad reviews automatically. Some bad reviews do not align with how you treated the customer or he's venting about the company and the 1 star review goes to you. **What problems is Medallia Agent Connect solving and how is that benefiting you?** We have a bonus related to the amount of 5 star or the average of 5 star we get and regarding if our review is high or low, that is the amount of how much we get the bonus. ### 10. exceptional **Rating:** 5.0/5.0 stars **Reviewed by:** Aminu E. | Member Experience Associate, Health, Wellness and Fitness, Mid-Market (51-1000 emp.) **Reviewed Date:** April 29, 2023 **What do you like best about Medallia Agent Connect?** It has been the reason why I am able to keep track of my progress at work and as well provides me the option to see how satisfied our clients are with the services I prove. The metrics interface is off the charts. **What do you dislike about Medallia Agent Connect?** no concern at the current time cause it has been amazing **What problems is Medallia Agent Connect solving and how is that benefiting you?** It has been able to shows my growth at work by helping compare my current progress with the previous months ### 11. Stella Connect Review **Rating:** 5.0/5.0 stars **Reviewed by:** Raiza N. | Customer Care Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 15, 2022 **What do you like best about Medallia Agent Connect?** Stella Connect gives us the ability to not only gather customer's feedback but also respond and recover the negative feedback we receive. We also really like the QA feature and coaching. **What do you dislike about Medallia Agent Connect?** Since Stella review requests are sent in a separate email from our customer service support response, there are instances when our members see the review request before the response and then give us negative feedback regardless of how much we adjust the delay. We hope there's a possibility to fully integrate the review request in each of our response. **What problems is Medallia Agent Connect solving and how is that benefiting you?** Stella enables us to get data on customer satisfaction in general and what topics/reasons are driving negative customer experiences for us to address them internally or work cross-functionally within the other departments in our company. ### 12. Incredibly useful rating and training tool **Rating:** 5.0/5.0 stars **Reviewed by:** Laurie B. | CX Efficiencies Manger, Small-Business (50 or fewer emp.) **Reviewed Date:** May 18, 2022 **What do you like best about Medallia Agent Connect?** Immediate real-time feedback from customers that allows for quick rectification of issues when they arise. I also like that customers can reward agents who have gone above and beyond or made them very happy with their service. We also love their training tools and have been using them to train our agents and promote improved customer interactions. **What do you dislike about Medallia Agent Connect?** Some of the integrations do not yet function perfectly with our phone and chat platform UJet so we've had to create a backdoor solution to the insure we are able to get ratings on those channels and ensure that the correct agent receives the review **Recommendations to others considering Medallia Agent Connect:** Absolutely worth the time to set up, great real-time feedback and the ability to quickly resolve issues customers raise. **What problems is Medallia Agent Connect solving and how is that benefiting you?** This allows for immediate customer feedback so that we don't have to wait until the order delivers and the customer writes a review on a review site to know how they found the process. It also is a valuable training tool for our team ### 13. Some very good aspects of Stella **Rating:** 4.0/5.0 stars **Reviewed by:** Tamra G. | VP of Merchant Care, Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2022 **What do you like best about Medallia Agent Connect?** Ease of use - easy for the employees, easy for our merchants to get and take the survey, easy for us to track scores and see and report on feedback and results **What do you dislike about Medallia Agent Connect?** The product/engineering team does not seem to understand when certain changes they make will have customer impact. We have a salesforce integration and 3 -4 times this year alone we have had our connection broken by something the tech team at Stella changed without any notice or even thought that it could impact integrations for customers. Stella is a core KPI for our team so when we are out of commission for a few days to work with the Stella team to repair the issues, it has team impact **What problems is Medallia Agent Connect solving and how is that benefiting you?** insight into how our transactional MX is - positive feedback to employees is fantastic to the team morale and insight into poor interactions helps us continuously improve ### 14. Huge fan of Stella **Rating:** 5.0/5.0 stars **Reviewed by:** Melissa M. | Sr. manager operations, Small-Business (50 or fewer emp.) **Reviewed Date:** July 26, 2022 **What do you like best about Medallia Agent Connect?** The survey tool has truly helped us to gain insight into our callers perspective. Our one on one tool helps us to log our CSC performance and is the first record-keeping system that we have had success with. **What do you dislike about Medallia Agent Connect?** The reporting system leaves room to be desired. The performance tab has the making of something that is much more convenient but it doesn't show me everything I need to see yet. The different reports between company performance and individual performance can be confusing. Also I would like to be able to look at all historical data on leaderboard activity to use that as an incentive. **What problems is Medallia Agent Connect solving and how is that benefiting you?** We did not have any insight into our callers opinions prior to Stella Connect. Also we did not have a performance tracking system that was able to be seen by both the supervior and the CSC. ### 15. Stella Connect for Customer Experience **Rating:** 4.0/5.0 stars **Reviewed by:** Emily G. | Associate Community Director, International Initiatives, Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2022 **What do you like best about Medallia Agent Connect?** Stella Connect has been extremely useful in providing further insights into what our team is doing well and narrowing down areas of improvement. I love being able to provide our customers with specific areas to highlight. Additionally personalizing our support by allowing customers to see our agent's faces has been a win! **What do you dislike about Medallia Agent Connect?** I'd love to see the ability to drill down further than email vs web when filtering tickets for review. Sometimes the date ranges don't pull accurately and default to "today". This minor fix would improve the usability. **What problems is Medallia Agent Connect solving and how is that benefiting you?** We're able to give our agents actionable feedback to work on as they receive low ratings so that they have a chance to improve. Additionally we're able to utilize Service recovery for our teams for a better service experience. ### 16. StellaConnect is a great platform for service feedback. **Rating:** 5.0/5.0 stars **Reviewed by:** Nicolas M. | Sr. Manager Call and Quality Analytics, Enterprise (> 1000 emp.) **Reviewed Date:** July 21, 2022 **What do you like best about Medallia Agent Connect?** Stella connect is a very simple, straightforward platform for generating and receiving feedback. Their customer service in the form of account managers is great as well. **What do you dislike about Medallia Agent Connect?** The simplicity can sometimes get in the way of the accessibility of data. The platform itself will not do a lot of the deeper dives for you, though you do have access to the raw data to that yourself if you so choose. **What problems is Medallia Agent Connect solving and how is that benefiting you?** Stella generates a lot of detailed feedback on the actual customer-to-employee interactions. That feedback can be hard to gather without a tool like this, as it often gets buried in general product complaints. Actional, directional, timely feedback is often lacking for front-line employees, and this is a great tool to make up for that gap. ### 17. Stella connect is the ideal tool for the evaluation of my agen **Rating:** 5.0/5.0 stars **Reviewed by:** James S. | Demand Generation, Marketing Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 06, 2022 **What do you like best about Medallia Agent Connect?** It allows us to monitor not only the rating and comments from customers, but also the complaints they may have about each agent, so that we can make corrective actions. It also has a rewards program, where employees can choose their gifts according to the amount of points they have accumulated. **What do you dislike about Medallia Agent Connect?** I would like to be able to make more customizable surveys and not the standard ones generated by the system. To be able to add a client to the database, I feel it is very cumbersome, too many steps to achieve it, I feel that they could simplify this process that we do so often. The whole process of setting up the system, from migrating customer data to the integration with the applications, took a long time. **What problems is Medallia Agent Connect solving and how is that benefiting you?** We are using this software to evaluate the performance of customer service agents and in turn reward the most outstanding ones, thus encouraging employees to improve every day and improve their strategies. What I like about this system is that the customers are the ones who rate the agents, according to their experience with them, making them strive for excellence. ### 18. The stella program is very easy to use and makes it easier to control the process. **Rating:** 4.5/5.0 stars **Reviewed by:** Lina G. | Customer Support Team Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** July 24, 2022 **What do you like best about Medallia Agent Connect?** It is very convenient to monitor player reviews and in case of a bad review, you can write to the player and try to correct the previously negative review. It is very convenient to create 1:1 and like the "Celebrate" button :) **What do you dislike about Medallia Agent Connect?** There are some things that could be improved, for example, when creating a 1:1 in the draft version, others can see my notes that I have not had time to send. It would be better if in the draft version, others could not make changes. **What problems is Medallia Agent Connect solving and how is that benefiting you?** Our work is focused on providing services and customer satisfaction is very important to us. Thanks to the Stella Connect program, we can easily control this and see the full statistics. ### 19. A capable and user friendly tool to evaluate CSAT and coach associates **Rating:** 4.5/5.0 stars **Reviewed by:** Christian C. | Senior Data Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** July 21, 2022 **What do you like best about Medallia Agent Connect?** The integration with our contact platform has never had any issues. The interface is very user-friendly and the live stream of conversations makes monitoring the contact center easy. **What do you dislike about Medallia Agent Connect?** The reporting could be a bit more robust in slicing and visualizing the data for different segments (Teams, hire dates, etc...). To get to some metrics I have to download all the data (a very large file) and then work it myself. **What problems is Medallia Agent Connect solving and how is that benefiting you?** Stella gives us an excellent real-time feed of how our associates are interacting with our customers. We can see historical trends and get not only a CSAT score but also an NPS score for our brand. Additionally, we use the coaching platform to better train associates ### 20. Stella is a solid, yet simple tool. **Rating:** 4.5/5.0 stars **Reviewed by:** Miles D. | Director of Customer Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2022 **What do you like best about Medallia Agent Connect?** You can very quickly spin up a solid CSAT and 1:1 tool for your CX organization with very little lift and hardly any complexity. Stella is a great out of the box solution for smaller companies who need something now and can't invest tech resources. **What do you dislike about Medallia Agent Connect?** Since their acquisition by Medallia, their CX responses have been much slower and less helpful than previously. They were very hands-on when we first started using the tool and now the only time I hear from anyone on their side is when it's time to renew our annual contract. Feels very disingenuous. I would also say that it seems that new features don't really come out much anymore. The product was rolling out helpful functionality for a while and it seems to have slowed quite a bit. **What problems is Medallia Agent Connect solving and how is that benefiting you?** It is giving us deeper insights into how our customers feel about our products and their interactions with our people. We also use it to calibrate together on the CX experience via their QA tool. ### 21. Great Coaching and Feedback Software! **Rating:** 5.0/5.0 stars **Reviewed by:** Hassan K. | Member Experience Associate, Health, Wellness and Fitness, Mid-Market (51-1000 emp.) **Reviewed Date:** October 03, 2022 **What do you like best about Medallia Agent Connect?** Stella is easy to use! I like the colorful interface and useful graphs. I can easily access all the features via the tabs above. **What do you dislike about Medallia Agent Connect?** I like a quick and easy-to-use interface/GUI. Stella provides just that! Nothing to dislike here! **What problems is Medallia Agent Connect solving and how is that benefiting you?** Stella is essential for our team. We use it to see our customers' feedback, surveys, and individual performance metrics such as QA performance. Weekly and monthly coaching sessions are also published using Stella. ### 22. Great product, great people. **Rating:** 5.0/5.0 stars **Reviewed by:** Nathaniel F. | Senior Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** July 25, 2022 **What do you like best about Medallia Agent Connect?** Stella is very easy to configure in the CRM tools we use (Zendesk and Salesforce,) and they have a large catalog of great documentation to help ensure integrations and updates go smoothly. **What do you dislike about Medallia Agent Connect?** I have a hard time finding anything not to like about Stella, but as a data analyst it would be great if they would partner with more third parties to provide some pre-packaged data connectors for BI tools and Spreadsheets. **What problems is Medallia Agent Connect solving and how is that benefiting you?** Stella Connect makes getting customer feedback a breeze with simple setup, but on top of that they keep adding features for our support team, like QA, 1 on 1s, and Performance dashboards. ### 23. Customer Centric Barometer **Rating:** 4.5/5.0 stars **Reviewed by:** Gabriel C. | Customer Service Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 29, 2022 **What do you like best about Medallia Agent Connect?** It allows us to assess what customers are saying about the biggest customer service issues they are encountering and what trends we can identify to either update or change our process or policies. **What do you dislike about Medallia Agent Connect?** There is of course customer subjectivity when it come NPS and FCR, but would like a way to filter out feedback tha tis either unrelated to our products or our fault. **What problems is Medallia Agent Connect solving and how is that benefiting you?** The main problem Stella allows us to resolve is bridging the gap between what customers arw saying about their customer experience and what pain points are they experiencing that we can formulate a way to improve. ### 24. After you sign the anual contract with them, they'll forget about you **Rating:** 0.5/5.0 stars **Reviewed by:** Lior P. | Co-Founder & CEO, Mid-Market (51-1000 emp.) **Reviewed Date:** October 03, 2022 **What do you like best about Medallia Agent Connect?** Nothing. Everything there should be done manually,even that they promised that it will be improved **What do you dislike about Medallia Agent Connect?** No automations, everything should be done manually. Horrible support. Not honest support, that just trying to get more payments from you **What problems is Medallia Agent Connect solving and how is that benefiting you?** Basically, they are trying to help you to get more feedback from your users, while you can get these even with easy Hubspot & typeform integration ### 25. Awesome CSTAT Platform! **Rating:** 5.0/5.0 stars **Reviewed by:** Natasha G. | Customer Experience Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 06, 2021 **What do you like best about Medallia Agent Connect?** I love the ability to be able to view and filter the survey results per agent. Stella offers a great platform that is extremely user-friendly! I enjoy the performance overview tracker. The upside to this is that It allows great visibility of our areas to improve and areas of excellence! This is very helpful from a quality standpoint. I also enjoy the option to view the per agent stats and performance. The stream is also very beneficial to our leadership team as it provides us a quick overview of the reviews that are coming into the platform. On a reporting end, this information truly does assist us with pinpointing the areas of opportunity for each agent. The trends section under the reporting tab provides useful information on what tags are currently being used by our agents. **What do you dislike about Medallia Agent Connect?** It would be helpful if we could break down more areas of opportunity per agent. For example, if performance is rated low - what suggestions or feedback is available for this area? Same with clarity, what was the client unclear on during the interaction. Currently, when you click on these areas of improvement, there is no available feedback for each section. From a quality standpoint, this would be extremely helpful for our QA team. Also, I would like to suggest a quality platform for teams to use within Stella. This platform can assist us in many ways in gauging not only the client experience from a QA standpoint but also assist us in providing better coaching and feedback to our agents. **What problems is Medallia Agent Connect solving and how is that benefiting you?** Currently, the feedback being provided is helping us to get a better understanding of the client's experience. This information will help us to accommodate the client's needs in a more timely manner. The areas of excellence sections are allowing us to pinpoint the agent's strong points. This greatly accommodates our current quality process and allows us to provide better feedback to our agents. We're also noticing from the number of reviews that are coming in that our clients and pros are more likely to be open to completing surveys which truly do benefit our agents and the company. ### 26. The Stella team works with us but ultimately there are things the platform doesn't offer **Rating:** 4.0/5.0 stars **Reviewed by:** Nicole S. | Partner Dev Admin, Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2022 **What do you like best about Medallia Agent Connect?** Our organization uses Stella a bit different than others. The Stella team works with us to be able to meet the needs of our organization as best as they can. **What do you dislike about Medallia Agent Connect?** Some of the basic user experience on the site is a bit rough. A particular feature is the inability to sort the groups and brands in any sort of order when entering a new team member into the system. The system is also not a customizable as we'd like when it comes to permissions. **What problems is Medallia Agent Connect solving and how is that benefiting you?** Stella connects with our clients zendesk accounts and help to automatically send reviews. ### 27. Feedback and performance management all in one, clean place. **Rating:** 5.0/5.0 stars **Reviewed by:** Emma L. | Customer Success Training & QA Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** July 25, 2022 **What do you like best about Medallia Agent Connect?** User-friendliness! Seamless to review agents randomly or with set parameters through an assignment or the stream. CSAT and QA reviews in one place are a dream. **What do you dislike about Medallia Agent Connect?** We would love agents to have more granular visibility of their quality assurance scores! i.e., displaying 92.67% vs. 93%. Having visibility to the number of comments left on a QA review, similar to annotations, would also be lovely! **What problems is Medallia Agent Connect solving and how is that benefiting you?** The efficiency Stella Connect brings with QA Assignments! Being able to set parameters, chose a default scorecard, and select teams all make for a smooth week for the reviewer! ### 28. Great tools for contact center but needs more enhancements **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Veterinary | Mid-Market (51-1000 emp.) **Reviewed Date:** June 15, 2022 **What do you like best about Medallia Agent Connect?** It is an all in one platform that allows different teams to focus on their areas of expertise and get valuable insights. **What do you dislike about Medallia Agent Connect?** More specifically with QA, and overall data export, I wish there were more enhancements to QA reviews, QA EXPORT and the ability to see how many minutes of phone reviews each reviewer is working on every month. Additional features such as, private notes only for reviewers, would be nice to have. Lastly, the capacity and freedom to structure manage team in a similar way the team is actually structured. The better we can design how the team and the data extract the easier it is to analyze all the information collected within our instances. **Recommendations to others considering Medallia Agent Connect:** Have a clear goal and purpose as this tool will help you accomplish that. **What problems is Medallia Agent Connect solving and how is that benefiting you?** Getting access to the VoC and how that is affecting their experience with our company. Additionally, by understanding their issues, we can take a deep dive on where those root cause are, and take action. ### 29. Stella is nice in that it is live feedback **Rating:** 3.5/5.0 stars **Reviewed by:** Rachel L. | Advisor, Mid-Market (51-1000 emp.) **Reviewed Date:** September 28, 2022 **What do you like best about Medallia Agent Connect?** I like how quickly happy customers can send me feedback for a job well done. **What do you dislike about Medallia Agent Connect?** It would be nice to have a darker theme instead of the very bright white all the time. **What problems is Medallia Agent Connect solving and how is that benefiting you?** I'm not sure there are any problems with Stella. I'm sure if there are problems, they are working on them, but I do not experience any issues. ### 30. Incredible tool that helps our team really understand our customers and their needs! **Rating:** 5.0/5.0 stars **Reviewed by:** Angel B. | Director of Customer Support, Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2022 **What do you like best about Medallia Agent Connect?** Our customers respond so well to the Stella review requests. Stella helps our customers connect to our agents, realizing that they're normal people with interests just like them! It really changes the customer/agent relationship into a friendship instead of feeling like we're all just robots. **What do you dislike about Medallia Agent Connect?** Can't think of any downsides, love everything about Stella! It's a little spendy, but the value is definitely there. **What problems is Medallia Agent Connect solving and how is that benefiting you?** Connecting with our customers as well as increasing our quality of interaction with them. It helps highlight areas of improvement as well as recognizing our team for great performance. ### 31. Meets all of our current needs for CSAT surveys **Rating:** 4.0/5.0 stars **Reviewed by:** Ben T. | Director, Customer Experience, Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2022 **What do you like best about Medallia Agent Connect?** Simple, easy to use. Reliable integration with Salesforce. Stella Connect team is very responsive to our support requests. Moderate ability to customize / configue 1 CSAT survey. **What do you dislike about Medallia Agent Connect?** Being limited to only 1 CSAT survey template - we would like to run CSAT for many functions and have different templates for each. Does not support custom channels. We run support in SMS, Whatsapp, Apple Business Chat and Googe Business Messages - we are not able to tag these channels seperately. **What problems is Medallia Agent Connect solving and how is that benefiting you?** Better insights into our customer experience. Agent-level performance measurement and management. ### 32. A pivotal tool for customer satifaction **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2022 **What do you like best about Medallia Agent Connect?** It allows for us to reach our customers easily and find out how they feel about the products and experiences with our company. Relatively intuitive on the backend and the newer features (like 1 on 1) are a great bonus. **What do you dislike about Medallia Agent Connect?** There are some elements within Stella that are strictly controlled on their end only, which can limit or prolong any changes or troubleshooting when needed. Although this is uncommon, it has come up in the past and was a bit of a blocker for us for a quick turnaround. **What problems is Medallia Agent Connect solving and how is that benefiting you?** We are able to know more about our customer base and learn about their feelings/experiences directly through them. It is allowing us to better understand what they want and how we can get it to them. ### 33. Amazing tool for both managers and ICs **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Human Resources | Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2022 **What do you like best about Medallia Agent Connect?** Having all of our team's CSAT in one place has been instrumental in being able to facilitate conversations on improvement and growth with ICs. Being able to capture holistic views of team performance, or break it apart by more regional teams with two clicks is also really helpful! Super intuitive platform, no in-depth training required. **What do you dislike about Medallia Agent Connect?** There's limited flexibility when it comes to permissions - every IC can see every other IC's reviews. It's also not possible to make certain CSATs private; there are times when sensitive information or sentiment is shared and I'd prefer to keep that feedback to a smaller circle of reviewers. **What problems is Medallia Agent Connect solving and how is that benefiting you?** Stella is helping us actively, in real time, respond to customer sentiment - both positive and constructive. ### 34. Great site to help with customer reviews! **Rating:** 4.5/5.0 stars **Reviewed by:** Jessie H. | Customer Experience Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** July 28, 2022 **What do you like best about Medallia Agent Connect?** Stella Connect was very to ease and view data. We saw an increase in the percentage of surveys sent to surveys received back to us when we implemented their software. We also liked that we could remove reviews that were unwarranted for our agents. **What do you dislike about Medallia Agent Connect?** When pulling the data and stats it was a bit difficult to compile everything neatly. We had to do a lot of manual work with the data in order to report it to my upper management. **What problems is Medallia Agent Connect solving and how is that benefiting you?** Stella Connect is allowing us to have better customer feedback on not only our agents but also the products. We received more feedback by using Stella than we did with our helpdesk platform's version. ### 35. Decent software. Some bugs but they fix them quickly once called out **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 11, 2022 **What do you like best about Medallia Agent Connect?** I like that the developer team works quickly to fix any issues called out to them. It is a good software to manage reviews from customers and QA. **What do you dislike about Medallia Agent Connect?** I dislike the random bugs that occur on the software. It also takes a long time to have a feature request added. **What problems is Medallia Agent Connect solving and how is that benefiting you?** It is currently helping us solve the issue with customer reviews and QA reviews on our organization. ### 36. Overall its a one stop shop. You have your CSAT and QA tool in one platform. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 26, 2022 **What do you like best about Medallia Agent Connect?** Stella Leaderboard is the most used dashboard by agents. QA integration to Zendesk is also a plus since QAs don't need to go to Zendesk to review the tickets. User friendly! **What do you dislike about Medallia Agent Connect?** CSAT and QA dispute process. CSAT dispute is not available but can be useful when incentivizing agents. QA dispute and calibration require improvement. CSAT and QA graphs for agents will also be nice to have so they can see their trends. **What problems is Medallia Agent Connect solving and how is that benefiting you?** DSAT and CSAT export options. Downloading RAW reports helps us identify areas of opportunities and create lessons that will help us improve. The said reports also help us identify resolvable and unresolvable processes. ### 37. Best space to review team by ratings. Great program for evaluation. 1:1 and kudos motivate colegues **Rating:** 4.5/5.0 stars **Reviewed by:** Vadimas D. | Team Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** July 21, 2022 **What do you like best about Medallia Agent Connect?** 1:1 and kudos best place where can asign taska for team mbers and check constantly. Great program where can evaluate every single chat email call . Monthly review . **What do you dislike about Medallia Agent Connect?** When triyng evaluate team member , we using Zemdesk and when copy number for tickets need ewerything do mannualy , with emails works fine , with chats not that so great . **What problems is Medallia Agent Connect solving and how is that benefiting you?** Stella team was great comunication woth them so fast and great . Problems solving and fixing fas. We do not have that much issues with Stella . Now we Stella using for monthly evaluation irs great platform. ### 38. Great platform for customer/QA review needs **Rating:** 5.0/5.0 stars **Reviewed by:** Aubrie D. | Customer Success Trainer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2022 **What do you like best about Medallia Agent Connect?** I like that everything is done in one clean location. No more jumping from one place to the other to view customer satisfaction and QA reviews. **What do you dislike about Medallia Agent Connect?** There is nothing to dislike about this platform, it has transformed CS at our company. **What problems is Medallia Agent Connect solving and how is that benefiting you?** No problems that I'm aware of we are very happy with the platform and how it functions. ### 39. Extremely well done product. **Rating:** 5.0/5.0 stars **Reviewed by:** Anthony W. | Acting Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2022 **What do you like best about Medallia Agent Connect?** Stella connect allows us to best assist our customers and to know where the potholes that we can correct are located. **What do you dislike about Medallia Agent Connect?** So far, we have not discovered any negative aspects that could not be corrected or overcome. **What problems is Medallia Agent Connect solving and how is that benefiting you?** Hearing our customer's feedback while still being able to quality audit our agents and see the results side by side. ### 40. All-in-one QA and CSAT tool! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Small-Business (50 or fewer emp.) **Reviewed Date:** July 21, 2022 **What do you like best about Medallia Agent Connect?** Extremely easy to use/user-friendly. You can easily get up and running on your own with little to no help from the Stella team. AND it helps the entire management team - managers and supervisors alike. **What do you dislike about Medallia Agent Connect?** Honestly, there aren't any constructive points to offer about Stella from my point of view. User friendly, easy to use, and extremely actionable as it relates to data! **What problems is Medallia Agent Connect solving and how is that benefiting you?** Stella Connect is a platform providing us with actionable data to create and plan constructive coaching opportunities with our team to ensure we're meeting our goals! ### 41. Stella good experience **Rating:** 5.0/5.0 stars **Reviewed by:** Paulo C. | Customer service representative, Small-Business (50 or fewer emp.) **Reviewed Date:** July 22, 2022 **What do you like best about Medallia Agent Connect?** How they managed to show reviews and average **What do you dislike about Medallia Agent Connect?** I dislike that there are times that reviews show kinda late than scheduled causing it to affect daily stat. **What problems is Medallia Agent Connect solving and how is that benefiting you?** I handle data on my team. Helps me a lot in monitoring the Team's current stats along with the scaling of their CSAT's. ### 42. I enjoy working in Stella Connect and would certainly recommend this tool for everyone **Rating:** 5.0/5.0 stars **Reviewed by:** Jekaterina T. | Customer Service Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2022 **What do you like best about Medallia Agent Connect?** I love the QA part and it helps us to track employees' performance and perform monthly evaluations. **What do you dislike about Medallia Agent Connect?** Reporting on tags and also general reports could be improved. **What problems is Medallia Agent Connect solving and how is that benefiting you?** 1. We are able to collect customers' feedback after every interaction via various channels. 2. Monitor and evaluation agents' performance. ### 43. Great for insightful details on CSAT **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 26, 2022 **What do you like best about Medallia Agent Connect?** Ease of use while providing real-time feedback to the agents and management team, which helps them understand how we are servicing our clients overall and what are the immediate action items. The best part is the ability to identify the customers who need immediate attention. This also helps in setting up our internal reward system for helpdesk agents to motivate them do better always. **What do you dislike about Medallia Agent Connect?** The QA functionality is limited as compared to other QA platforms. Though they have more features on the roadmap, but if the features are implemented quicker and some more innovation is brought in, it would be wonderful. **What problems is Medallia Agent Connect solving and how is that benefiting you?** Measuring customer satisfaction scores has always been our weak point and Stella Connect helped us achieve that with excellence. ### 44. Stella Connect Review **Rating:** 4.5/5.0 stars **Reviewed by:** Neill Vladimir A. | Account Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** July 21, 2022 **What do you like best about Medallia Agent Connect?** It shows how's my team doing. If you reach out to their CSM they would help as well. **What do you dislike about Medallia Agent Connect?** Send follow-up for service recovery. Other customers don't see where they rate for recoveries. **What problems is Medallia Agent Connect solving and how is that benefiting you?** Stella Connect is very helpful on what opportunity the team could work on. ### 45. Ease of access - Voice of customer at finger tips **Rating:** 4.5/5.0 stars **Reviewed by:** Pratik K. | Asst. Insights Leader, Enterprise (> 1000 emp.) **Reviewed Date:** July 21, 2022 **What do you like best about Medallia Agent Connect?** Ability to filter out surveys based on the different criteria and see the results quickly on the dashboard. **What do you dislike about Medallia Agent Connect?** None. Everything looks good. Exporting the data takes some time but it's alright. **What problems is Medallia Agent Connect solving and how is that benefiting you?** Understanding the customer VOC and finding out Agent outliers with negative feedback and coaching them. ### 46. Stella is awesome! **Rating:** 5.0/5.0 stars **Reviewed by:** Sean V. | CX Onboarding / Quality Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** July 21, 2022 **What do you like best about Medallia Agent Connect?** Easy to use and a great resource for us to view customer sentiment. **What do you dislike about Medallia Agent Connect?** Wish we could see more data on the Marketing Tools and their effectiveness. **What problems is Medallia Agent Connect solving and how is that benefiting you?** Love that there is a versatile scorecard that can help us piece together and even revise based on company needs. ### 47. We have used Stella for Csat surveys, QA and coaching **Rating:** 5.0/5.0 stars **Reviewed by:** Joe H. | Sr. Director of Support, Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2022 **What do you like best about Medallia Agent Connect?** It is a one stop shop for all of my reps feedback and coaching. **What do you dislike about Medallia Agent Connect?** We have been working with Stella on creating a scorecard in the tool. Once that launches, it will be amazing **What problems is Medallia Agent Connect solving and how is that benefiting you?** Process improvement and employee feedback and development ### 48. Stella has nice and clear dashboards **Rating:** 4.5/5.0 stars **Reviewed by:** Tahir K. | Customer Support Service Lead, Enterprise (> 1000 emp.) **Reviewed Date:** July 22, 2022 **What do you like best about Medallia Agent Connect?** Dashboard details are enough for giving feedback to any CSS **What do you dislike about Medallia Agent Connect?** Some of dashboards do not have option for export data **What problems is Medallia Agent Connect solving and how is that benefiting you?** Tracking CSAT KPI is more easy with Stella. When i need an upgrade on any dashboard i can give feedback. ### 49. Fantastic CSAT and insights platform **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Small-Business (50 or fewer emp.) **Reviewed Date:** July 21, 2022 **What do you like best about Medallia Agent Connect?** The thing we utilise Stella for most is the CSAT function. We have used it for around 4 years and it is accurate, gives great insight and our team love the stream **What do you dislike about Medallia Agent Connect?** We're unable to get CSAT on Whatsapps as a channel at the moment via our CRM system, Dixa. **What problems is Medallia Agent Connect solving and how is that benefiting you?** Customer sentiment and satisfaction. Before we did not have any colour on whether we were doing a great job in our customer's eyes. Now we know we are ### 50. Excellent way to know how your customers feel about your team and your product **Rating:** 5.0/5.0 stars **Reviewed by:** Evette L. | Director of Operations, Enterprise (> 1000 emp.) **Reviewed Date:** July 28, 2022 **What do you like best about Medallia Agent Connect?** The instant feedback and gratification we get from our players. **What do you dislike about Medallia Agent Connect?** Reporting can use some improvements to drill down results. **What problems is Medallia Agent Connect solving and how is that benefiting you?** Allowing our Customers to share their feedback Allowing our Team Members know where we need to improve ## Medallia Agent Connect Discussions - [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 - [View Medallia Agent Connect pricing details and edition comparison](https://www.g2.com/products/medallia-agent-connect/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-14+10%3A56%3A18+-0500&secure%5Bsession_id%5D=0dd4a65d-e572-4c58-a8ad-6c60b2263781&secure%5Btoken%5D=f7f9ed8c6aac9ce3dd3aeceeb76ec41d362d895c8f78e9eb2d15c2697a97dcb5&format=llm_user) ## Medallia Agent Connect Features **Quality Assurance** - Evaluation - Calibration - Reports **Feedback Management** - Tagging - Segmentation - Custom Reports and Dashboards **Engagement** - Feedback - Dashboards - Training **Feedback Analysis** - Thematic Analysis - Sentiment Analysis - NPS/CSAT Scoring **Performance** - Integrations - Compliance **Feedback Sources** - Online Reviews - Surveys - Social Media - Customer Service Channels **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization ## Top Medallia Agent Connect Alternatives - [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) - 4.3/5.0 (724 reviews) - [Playvox Quality Management](https://www.g2.com/products/playvox-quality-management/reviews) - 4.8/5.0 (1,053 reviews) - [MaestroQA](https://www.g2.com/products/maestroqa/reviews) - 4.7/5.0 (312 reviews)