List of Medallia Agent Connect Customers
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Since 2010, our global team of researchers has been studying Medallia Agent Connect customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Medallia Agent Connect for Customer Support from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Medallia Agent Connect for Customer Support include: Hello Fresh, a Germany based Retail organisation with 21783 employees and revenues of $8.89 billion, Choice Hotels, a United States based Leisure and Hospitality organisation with 1789 employees and revenues of $1.40 billion, Swanson'S Snack Bar, a United States based Leisure and Hospitality organisation with 10 employees and revenues of $1.0 million and many others.
Contact us if you need a completed and verified list of companies using Medallia Agent Connect, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Medallia Agent Connect customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight | Insight Source |
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Choice Hotels | Leisure and Hospitality | 1789 | $1.4B | United States | Medallia | Medallia Agent Connect | Customer Support | 2021 | n/a | In 2021, Choice Hotels deployed Medallia Agent Connect as part of a contact-center CX program to capture feedback after every interaction across its global BPO-run call centers, aligning the implementation with Customer Support objectives and franchise operational needs. The implementation centered on continuous feedback capture and survey instrumentation at the interaction level to provide a consistent voice of customer feed into contact center workflows and franchise operations. Medallia Agent Connect was implemented together with Text Analytics to automate quality assurance workflows and to surface trending issues across regions. The configuration emphasized automated QA scoring, text analytics-driven issue categorization, and near real time alerting to accelerate agent coaching and corrective actions, reflecting standard Customer Support capabilities for quality management and coaching orchestration. Integrations targeted operational touchpoints within contact center operations and franchise reporting, with Text Analytics integrated into the Agent Connect feedback stream to produce structured insights from open text. Operational scope covered Choice Hotels call centers managed by BPO partners and downstream franchise stakeholders, impacting contact center agents, QA teams, regional operations, and franchise revenue management. Governance changes focused on instrumenting rapid coaching loops and automated QA governance to shift oversight from periodic manual reviews to continuous monitoring and coaching triggers. The deployment produced explicit business outcomes, moving overall satisfaction from 4.5 to 4.7 stars and generating a seven-figure annual revenue lift for franchisees. | |
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Hello Fresh | Retail | 21783 | $8.9B | Germany | Medallia | Medallia Agent Connect | Customer Support | 2022 | n/a | In 2022 HelloFresh implemented Medallia Agent Connect as part of Medallia’s Contact Center Suite to transform its US contact-center QA, speech analytics, and frontline coaching. The deployment targeted the Customer Support function, explicitly aiming to automate quality processes and improve agent experience in HelloFresh’s US contact center. Medallia Agent Connect was configured to deliver automated quality assurance workflows, speech analytics-driven interaction tagging, and frontline coaching orchestration. Configuration work focused on QA automation, standardized scorecards, and case-based coaching workflows to surface agent coaching needs and streamline supervisor interventions. The Contact Center Suite deployment captured voice and digital interactions across US contact-center channels to enable speech analytics and QA process orchestration, consistent with Customer Support operational workflows. Integrations implied by the suite included interaction recording and telephony event capture to feed automated tagging and QA queues, with operational coverage centered on customer service, quality assurance, and frontline supervision. Governance changes introduced centralized QA cadence, scripted coaching workflows, and automation of quality review assignment to reduce manual QA tasks. The program targeted improved QA efficiency and agent experience through Medallia Agent Connect enabled automation and frontline engagement capabilities. | |
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Swanson'S Snack Bar | Leisure and Hospitality | 10 | $1M | United States | Medallia | Medallia Agent Connect | Customer Support | 2022 | n/a | In 2022, Swanson'S Snack Bar deployed Medallia Agent Connect in its contact center to deliver agent-level customer feedback, recognition, and targeted 1:1 coaching. The Medallia Agent Connect implementation within the Customer Support category focuses explicitly on contact-center and CRM performance and frontline coaching, addressing agent engagement and retention for the companys support operation. The deployment leverages Medallia Agent Connect modules for agent feedback capture, recognition workflows, and targeted 1:1 coaching as described on the vendor product page. Configuration emphasizes agent-level dashboards, coaching task assignment, and feedback-to-coaching workflows that convert customer signals into structured coaching episodes. Automation is used to trigger coaching tasks from feedback signals and to surface recognition events to supervisors. Operational coverage is contact center centric, tying agent feedback into CRM and contact-center performance workflows to correlate customer signals with frontline performance. The implementation routes feedback streams into performance dashboards used by contact-center supervisors, enabling alignment of coaching activities with CRM performance metrics without naming external systems. Rollout and ongoing use are centered on frontline agents and supervisors managing customer support interactions. Governance is structured around regular coaching cadences, supervisor-driven recognition programs, and using agent-level feedback as a performance input to coaching cycles. Medallia cites higher engagement and a reported ~25% improvement in attrition resulting from Medallia Agent Connect usage on the product page. |
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