Cisco Webex Contact Center is a cloud-based omni-channel (e.g. voice, email, and chat) contact center solution providing customer / agent matching, customer service self-service agent, and built-in chat and voice for collaboration between agents.
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Medallia Agent Connect
Score 6.9 out of 10
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Medallia Agent Connect (based on the former Stella Connect) is a CX suite of applications, performing customer feedback collection and service quality measurement, customer agent motivation tools, and employee engagement tools such as agent reward tools and performance tracking. Stella Connect was acquired by Medallia September 2020.
- Well suited in managing a large staff base in a call centre environment. The real time data is incredibly insightful and useful - Gathering statistics for both customers and staff habits has large benefits towards creating an efficient workplace for all involved - Allows us to help staff grow in areas they might lack in with the was we can see and understand their habits
The survey sent is customer-friendly, vibrant, simple, and easy to understand. The survey itself is comprised of simple question(s) with straightforward answer options for customers to make their selections. Creating the survey is a straightforward process for us to prepare and implement. Making updates or changes is just as easy.
Things that it does particularly well include a really good UX or UI so that our agents as well as our administrators, can easily provide remote access from agents, new agents, and old agents, manage interactions with customers, and have a good call experience from start to finish.
The fundamental tool for customer satisfaction is exactly right. The way they allow us as agents to share details about ourselves, and humanize the process, has made a huge impact on the customer experience we provide. Our customers feel more inclined to leave us feedback and it allows us to get a real understanding of each of their individual expectations.
Customer Journey. From the beginning through the Sales process, through procurement, through trial and through now being users for over a year, the Stella Connect team has been incredibly helpful, informative and has provided us with the exact amount of interaction we need. They are very good at respecting your time while making sure they get in touch when necessary. New features that are relevant to our use case are sent my way. It's one of the only product update emails I actually read. They're incredibly responsive and very helpful.
More on premise features integrated into the cloud solution.
Better documentation for pebble templates.
Better information for changes and when new features are available. Instead of having to look on the what’s coming webpage alerts or a pop-up inside Webex control hub would be nice.
They are the absolute best. My Sales guy Corey D. and my CSM Tim P. are totally a part of the team. They have been incredibly helpful through the process pre and post-sales and have become good friends. I appreciate that I feel like our team's success is always at the forefront of their minds.
They all have the niche, but I feel Webex is the most well rounded complete suite. It provides exactly what a business would need, from an onboarding, training, security, updates, road mapping all the way to great user experience and beyond.
We do not currently use any other products like Stella Connect, by Medallia. We have recently begun evaluating platforms that would allow us to collect feedback at different touchpoints throughout our customers' journeys, as well as through additional channels such as during our application process, quote and purchase experience, website experience, etc. We have looked at companies such as Survey Monkey, Medallia, and Qualtrics to help us better understand CSAT.
Increasing the number of channels agent can reach out to customers, especially text has shaved off a lot of hours from calling , leaving voicemail and waiting for customers to call back.
Less Downtime. No Upgrades or certificate Renewal, so fewer overtime hours.
Adoption of new features is now so quick, I don't have to worry about upgrading the Software or even hardware to get new features deployed.
Implementing Stella Connect was such an easy decision. Before, we were working with "yes, I'm satisfied" or "no, I'm not satisfied" and felt it was an incredibly unclear and polarizing experience, as our users were forced to pick one or the other. Most often, we'd get a negative rating with a comment saying that the experience was fine, but some feature in the product was missing. This left it very difficult for us to really gauge the experience we were providing and how to improve. In addition, agent motivation was incredibly low and impossible to improve because they were left feeling like their scores were not matching their experience. Needless to say, implementing Stella Connect improved all of these issues 10-fold. The ROI has been incredibly substantial. We've been able to improve CSAT scores and properly measure the rate of first attempt resolutions. Team morale is at an all-time high, and our customers even love the experience.
