Medallia Agent Connect

0(0 reviews)

Software Status:Active

About Medallia Agent Connect

Medallia Agent Connect is a customer service software from Medallia that helps remote and in-house contact center teams stay engaged and deliver great customer experiences. It provides support in multiple languages including France (Français), Germany (Deutsch), Spain (Español), Latam (Español), and Italy (Italiano) so teams can operate efficiently across diverse markets. The platform enables customer service teams from anywhere by allowing in-the-moment personalized coaching and facilitating quality management processes. These features contribute to improved agent engagement and better customer service outcomes. Key capabilities: multilingual support personalized coaching quality management remote team engagement customer use improvement Best for: contact center teams that need to improve customer service delivery and agent engagement.

Medallia Agent Connect Details

Vendor

Medallia

Year Launched

2001

Location

6220 Stoneridge Mall Rd Floor 2 Pleasanton, CA 94588 USA

Deployment

cloud

Training Options

documentation, videos, live online, in person

Countries Served

All Countries

Languages

French, German, Spanish, Spanish (Latin America), Italian, Japanese, Korean, Portuguese (Brazilian).

Users

Vision Customer, Loyalty Member, Manager, Individual Contributor, Navy Vet, Policy Holder, Dealership Customer, Tier One Member, Director.

Industries Served

Automotive, Financial Services, Healthcare, Insurance, Life Sciences, Manufacturing, Public Sector, Restaurants, Retail, Technology & Services, Telecom and Media, Travel & Hospitality, Utilities.

Medallia Agent Connect's In-App Market Place

Does Medallia Agent Connect have an in-app market place?

Yes

How many Mini-Apps in the marketplace?

Mini Apps

N/A

Pricing Options

Free trial

Free version

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Promo Offer

Accepted Payment Currencies

USD ($), EUR (€), GBP (£), AUD (A$), CAD (CA$), JPY (¥), CNY (¥), INR (₹), MXN (Mex$), BRL (R$)

Pros & Cons

Real-time Customer Feedback: Provides immediate access to customer ratings and comments on agent performance.
Access to Negative Feedback for Team Leaders: Allows team leaders to review negative feedback and understand the context of challenging interactions.
Facilitates Coaching: Enables team leaders to listen to calls in advance and provide targeted coaching based on specific interactions.
Self-Reflection for Agents: Gives agents the opportunity to listen to their own calls and review QA feedback, promoting self-improvement.
KPI Tracking: Helps agents track their key performance indicators and goals.

Occasional Downtime: The software experiences rare instances of downtime, which can cause anxiety for agents concerned about their KPIs. However, the reviewer notes that these instances are infrequent.