Clarabridge (discontinued) vs. Medallia Agent Connect

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Clarabridge (discontinued)
Score 9.3 out of 10
N/A
Clarabridge was a solution that helped users understand how customers and employees feel about a company without having to ask. It was acquired by Qualtrics, and its capabilities are now part of the Qualtrics product suite's capabilities.N/A
Medallia Agent Connect
Score 7.9 out of 10
N/A
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.N/A
Pricing
Clarabridge (discontinued)Medallia Agent Connect
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Clarabridge (discontinued)Medallia Agent Connect
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details——
More Pricing Information
Community Pulse
Clarabridge (discontinued)Medallia Agent Connect
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Best Alternatives
Clarabridge (discontinued)Medallia Agent Connect
Small Businesses
Sogolytics
Sogolytics
Score 8.9 out of 10
Sogolytics
Sogolytics
Score 8.9 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Enterprises
Quadient Inspire
Quadient Inspire
Score 9.4 out of 10
Quadient Inspire
Quadient Inspire
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Clarabridge (discontinued)Medallia Agent Connect
Likelihood to Recommend
5.0
(4 ratings)
9.0
(2 ratings)
Likelihood to Renew
8.2
(1 ratings)
-
(0 ratings)
Support Rating
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Clarabridge (discontinued)Medallia Agent Connect
Likelihood to Recommend
Discontinued Products
The tool is awesome and the survey tool that was demoed for me is truly one that will be a game changer. I've actually been on site with clarabridge and they are awesome and they truly have a bright future in this industry. As HR analytics takes off and continues to grow, they will continue to become a key in how different talent, initiatives, etc., are assessed and can truly get an insight on the voice of employees on many possible initiatives.
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Medallia
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.
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Pros
Discontinued Products
  • With Engagor, it is possible to organize a large volume of mentions in different mailboxes, which is perfect for our large company. With special Smart Folders to drill down into our data, we can make it possible to organize our mentions even more in-depth, divide the workload, and optimize our workflow. This increased efficiency makes it possible to work together closely as a team, across different departments. To sum this up: the Engagor platform provides our company with the perfect foundation to optimize our entire organizational structure.
  • Another very interesting feature Engagor offers is their helpful and state-of-the-art tagging system. At NMBS we filter through large bulks of mentions and private messages on a daily basis which would be very difficult to organize without Engagor.
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Medallia
  • 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.
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Cons
Discontinued Products
  • User interface could be more intuitive.
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Medallia
  • Ability to create and send out different surveys triggered by different customer touchpoints
  • Ability to create surveys that aren't focused solely on agent performance
  • Ability to break down and search the data based on different customer attributes, such as profession or state
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Likelihood to Renew
Discontinued Products
Extensive featureset, great customer service.
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Medallia
No answers on this topic
Support Rating
Discontinued Products
No answers on this topic
Medallia
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.
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Alternatives Considered
Discontinued Products
We moved to Zendesk as it allowed us to have everything we needed. We didn't face FB Jail, we were able to respond to IG, FB & Twitter DMs at all times. The analytics were a bit better and we were able to do NPS and CSAT attached through our Zendesk platform
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Medallia
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.
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Return on Investment
Discontinued Products
  • Well, due to the organization not truly pushing it for its value, we have struggled on this. We have seen great insight into certain projects when trying to improve certain processes or management structure and seeing the decline in those categories for term reasons/explanations but that does not truly say that the problem is fixed. You could draw a parallel but living in assumptions can cause more issues.
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Medallia
  • 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.
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ScreenShots