Medallia Agent Connect 2026: Benefits, Features & Pricing

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On this page

Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

Medallia Agent Connect

4.9

(18)

Pricing

Starting at $39.00 per month

About Medallia Agent Connect

Medallia Agent Connect (formerly known as Stella Connect) is a web-based customer experience management solution designed to help agents, team leaders, executives, startups, BPOs, SMBs, and QA managers gain visibility into feedback provided by customers, launch QA reviews off of customer interactions and create automated workflows to increase customer engagement and productivity. Key features include call center management, performance management, live chat, social media integration, complaint monitoring, performance metrics, and feedback management.

Teams using Medallia Agent Connect can collect customer feedback and share them directly with agents in real-time to drive motivation and engagement. The platform enables managers to identify coaching opportunities, receive alerts when an agent gets negative feedback, and deliver reinforcements after a positive interaction with agents. Additionally, with Medallia Text Analytics, users can gain insights into customer sentiment and respond to pain points immediately.

Medallia Agent Connect supervisors can measure KPIs through NPS, CES, and CSAT scores to drive deeper customer connections. The rewards and recognition module enables or...

Medallia Agent Connect Screenshots

Medallia Agent Connect Pricing and Plans

Starting price: $39.00 per month

Free Trial

Free Version

Basic

$39.00

flat rate, per month

No plan information available

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Medallia Agent Connect Features

Popular features found in Call Center
Caller ID
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Contact Management
CRM
Dashboard
IVR
Queue Management
Reporting/Analytics
More features of Medallia Agent Connect
Agent Interface
Alerts/Escalation
API
Call Center Management
Collaboration Tools
Complaint Monitoring
Customer Database
Customer Experience Management
Employee Coaching Tools
Employee Reward Programs
Engagement Tracking
Feedback Management
Interaction Tracking
Leaderboards
Live Chat
Monitoring
Negative Feedback Management
Performance Management
Performance Metrics
Process/Workflow Automation
Quality Management
Reporting & Statistics
Search/Filter
Social Media Integration
Survey/Poll Management
Surveys & Feedback
Third-Party Integrations
Video Conferencing
Workflow Management

Medallia Agent Connect Integrations

Domo

Kustomer

Slack

Talkdesk

Zapier

Genesys Cloud CX

See all 15 integrations

Medallia Agent Connect User Reviews

Overall Rating

4.9

Ratings Breakdown

89%

11%

Secondary Ratings

Ease of Use

4.9

Value for money

4.5

Customer support

4.9

Functionality

4.9

Farrah A.

Verified reviewer

Telecommunications

51-200 employees

Used daily for less than 2 years

Review source

Reviewed May 2023

A great survey tool

Its been great, expensive and lacks a few intergrations but the support team will assist on custom setups

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I like the option to add pics of the agents and custom bios

Cons:

i want to be able to have multiple surevys for each area

Reasons for choosing Medallia Agent Connect

It includes a QA tool and agent coaching

Reasons for switching to Medallia Agent Connect

Freshdesk doesnt have much customisation on the surveys

Mark R.

Verified reviewer

Food & Beverages

51-200 employees

Used daily for more than 2 years

Review source

Reviewed July 2021

Gold Standard for CSAT

We had a better response rate from 11% to greater than 45%. This is important for us to capture feedback and see how our contact center is doing in terms of CSAT. The deployment to day-to-day usage has been great and this doesn’t require a specific team to maintain.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

We had a much better CSAT survey response rate (>45%). It is lightweight, easy to set up, and most importantly, humanizes the interaction between the agent and the customer. We love how easy it is for the customer to rate and reward an agent.

Cons:

I couldn’t think of any. It’s feature set is everything we need to complement our CSAT performance. Perhaps if Stella can produce an expanded feature where we can send surveys and measure our NPS, we’ll be a customer for that feature too.

Reasons for switching to Medallia Agent Connect

We switched from Zendesk because the feature for CSAT survey is limited. We switched from Survey Monkey because we didn’t have a high response rate and the reporting isn’t real time.

Eric T.

Verified reviewer

Retail

51-200 employees

Used daily for less than 6 months

Review source

Reviewed March 2020

Great product for deeper CSAT and QA insights

Overall, the experience was quite positive. The Stella team is fantastic and was very helpful throughout the process. They want to be a partner to the business and it shows

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Measuring CSAT is a critical part to our Customer Support team and Stella is more engaging than other vendors on the market. They also rolled out a QA suite so we can have our QA and CSAT in one place.

Cons:

The QA functionality is very limited compared to other QA platforms but it does the job and more features are on the roadmap

Reasons for switching to Medallia Agent Connect

Zendesk CSAT is limited and just thumbs up, thumbs down. It is not sufficient for in-depth assessments on quality

Jaime Valeriano R.

Verified reviewer

Consumer Services

10000+ employees

Used daily for less than 6 months

Review source

Reviewed May 2024

The Application that Helps me to Improve as a Customer Service Representative

Medallia Agent Connect is a helpful tool of improving agents performance. It gives us an opportunity to keep track of our key performance indicator and goals. It also gives a chance to our team leader and quality assurance team to listen to our calls and identify our strength and weaknesses, which is helpful when they will be going to give us feedback. Even though there are some times that it is down, but still it is tolerable because that rarely happens.

Ratings Breakdown

Ease of use

Customer support

Functionality

Pros:

What I like with Medallia Agent Connect is how real-time I got the feedbacks from the customer which includes their rating and comments to my service to them. Also, our team leader has an access to those surveys that are considered negative which is helpful when our team leader will review what happened during the call. This software is helpful on coaching with our TL too, since our leader has the opportunity to listen to our calls in advance. When the time that we will be going to have a meeting, he will share to us what are the things to improve and will share his techniques on how to make that specific interaction into a positive one. This software also gives us an opportunity to listen to our call that has audited by our quality assurance team. There is a part of the application where I can listen to the call and the feedback of our QA team is there as well, which is very helpful because I am able to reflect while listening to my own call.

Cons:

What I didn't like about it is there are some rare moments that it is not working. But for 5 months of working with my company and we are using this software daily, it is still countable as my fingers on one hand on how many did this software is not working. Kind of making me anxious when I am aware with my KPIs for a while.

Verified

Reviewer

Consumer Goods

201-500 employees

Used daily for less than 12 months

Review source

Reviewed October 2022

Stella help me feel like a CS Star🌟

It is Great helps me feel motivated everytime i Open Stella it show me a glance of a 5 stars Review and help me feel Appreciated.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

How Great it feels to Open Stella, I've never Been a competitive person since I start using this. I wanna be the Best at My CSAT and be showcasted in the Top performes in Stella :) is very user friendly and easy yo learn also You may place a profile picture that customers Will get when the are asked For feedback

Cons:

Sometimes it is a littlebit confusing on the menú part as it have the same colors so I'll Say UI design may improve a little bit more.

Marisol S.

Verified reviewer

Consumer Goods

5001-10000 employees

Used daily for less than 12 months

Review source

Reviewed August 2022

Stella Connect review

Our business relies on consumers' confidence, knowing what makes them feel upset or happy is useful for us. Stella Connect offers us our Areas of Excellence and our Areas to Improve, knowing those facts is invaluable for our development as customer service agents.

Ratings Breakdown

Ease of use

Customer support

Functionality

Pros:

The feature most impactful is the leaderboard, being in the top 10 gives me prizes with the company. It is easy to use and navigate and is friendly software. An email arrives every time my QA makes a review, so I can see it right away.

Cons:

Actually, I do not have any complaint about this software, it is easy to use and complement perfectly with Gladly. It offers a lot of information, all in one site.

Justin M.

Verified reviewer

Consumer Goods

5001-10000 employees

Used daily for less than 2 years

Review source

Reviewed May 2022

Stella Connect for Business

Overall, Stella is one of the best tools we've used to receive direct, real-time feedback from our customers on how our customer service department is servicing them. Stella's reward setup also allows us to make the process fun for our agents, who we see actively reviewing their feedback on a daily basis and tracking their reward progress.

Ratings Breakdown

Ease of use

Value for money

Functionality

Pros:

Stella Connect is incredibly easy to use and provides real-time, actionable feedback to our agents and management teams on how we are servicing our customers. We are able to follow-up immediately with customers who did not receive the service they were expecting to correct the issue. We also use Stella to provide rewards to our agents, pushing them to provide the best service possible.

Cons:

Would be nice if it was better integrated with our phone system, rather than relying on having a customer's email address on file to send a survey via email.

Raiza N.

Verified reviewer

Health, Wellness and Fitness

201-500 employees

Used daily for more than 2 years

Review source

Reviewed January 2023

Stella Connect Review

Stella Connect definitely helped us address our previous deficiencies in measuring customer satisfaction.

Ratings Breakdown

Ease of use

Functionality

Pros:

Stella Connect gave us the ability to measure our customers' satisfaction and it is customizable in a way that we are able to align our Customer feedback surveys and Quality Assurance metrics with our goals.

Cons:

Not being able to completely delete deactivated agents/users in the reports lists. Not being able to see audit logs for each user.

Jessie B.

Verified reviewer

Consumer Services

201-500 employees

Used daily for less than 12 months

Review source

Reviewed July 2019

Helpful site to receive ratings at work.

Stella Connect has been a good experience overall, it is helpful fi you have a competitive nature and like to self compete with your coworkers.

Ratings Breakdown

Ease of use

Functionality

Pros:

I like how Stella Connect shows you your review score, how many people have reviewed you and now ha a streamlined view of all your ratings organized by 5 stars, 4 stars, 3 stars, 2 stars and 1 star. This is helpful in seeing how many of each the you have received. It also allows you to see what specific ares you can improve on as well as see reviews that customers have left for you. There is also a leaderboard, where you can see who has the best score out of all of your co-workers. I also really like the strawberry icon that appears when you have new reviews.

Cons:

You can see what reviews customers leave for you and they may or may not be negative, this can lead to a desire to check them often and focus on them. The software is great, sometimes customer options aren't great when it pertains to you doing your job.

Aicel T.

Verified reviewer

Outsourcing/ Offshoring

501-1000 employees

Used daily for less than 12 months

Review source

Reviewed February 2023

Stella Connect is a game changer.