Number of Seats/Users: Medallia Agent Connect offers discounts based on the number of users or seats. A higher volume typically leads to a better discount structure, especially for enterprise-level usage.

Commitment to a Long-Term Contract: Discounts are often provided to companies that commit to using the service for a longer period (e.g., 1-year or 3-year contracts). A longer commitment shows Medallia Agent Connect that the company is serious and willing to invest in the platform long-term.

No Active Discounts: Companies that are not already receiving other active discounts may have a better chance of qualifying for additional discounts from Medallia Agent Connect. Medallia Agent Connect reserves discounts for new customers or those not currently under promotional pricing.

Volume or Usage Commitment: Medallia Agent Connect offers discounts if you agree to a minimum amount of usage or transaction volume. This could be based on data storage, transactions, or other metrics tied to how much you will use the platform.

Enterprise-Level Negotiation: Companies that qualify as “enterprise” due to their size or complexity (e.g., having large teams, multiple departments, or geographical presence) may be eligible for additional discounts from Medallia Agent Connect. Such companies are often in a position to negotiate for better pricing.

Early Renewal or Prepayment: Medallia Agent Connect often offers discounts if you renew early or prepay for the entire contract period. This is a common approach to securing a lower price.

Here at Spendbase our internal data shows that Medallia Agent Connect (Stella Connect) delivers very strong value for support teams, especially around CSAT, coaching, and agent motivation.

Overall sentiment is highly positive, with most Spendbase clients rating it 4–5 stars and describing it as easy to use, reliable, and impactful for both managers and front-line agents.

Key strengths our clients highlight:

• High CSAT response rates and quality of feedback
• Many teams report CSAT response rates jumping from ~10% to well above 40%.
• Feedback is real-time and clearly tied to specific agents, tickets, or calls.

• Simple star ratings plus comments make it easy for customers to respond.

• Agent motivation and engagement

• Leaderboards, rewards, and “top performer” visibility are major motivators.

• Agents like:

  • Personal profiles with photos and bios
  • Seeing their latest 5‑star feedback when they log in
  • Clear breakdowns of ratings (5–1 stars) over time

• Coaching, QA, and performance management

• Managers value:
  • QA and CSAT data in one place
  • Coaching logs and 1:1 tools
  • Access to negative feedback for quick follow-up and targeted coaching

• Agents appreciate being able to:

  • Listen to their own calls
  • See QA comments alongside call recordings
  • Track KPIs and trends over the last 30 days

• Ease of use and reliability

• UI is generally seen as clean and intuitive.
• Setup is described as lightweight, with little need for ongoing admin.
• Downtime is rare and typically not disruptive.

Main pain points Spendbase clients mention:

• Feature gaps

• Desire for:

  • Multiple survey types per area or team
  • Broader survey capabilities (e.g., NPS)
  • More advanced QA functionality
  • Better customization of themes and UI

• Integrations and data management

• Some clients want:

  • Deeper phone system integration (not just email-based surveys)
  • More integrations with other tools
  • Ability to fully remove deactivated agents from reports
  • Audit logs per user

• User experience nuances

• A few clients find some menus confusing or visually similar.
• Some frustration when customers rate agents poorly for company-level issues, not service quality.

From a Spendbase discount perspective, this mix of strong adoption, clear ROI on CSAT, and relatively minor feature gaps suggests Medallia Agent Connect is a high-value tool. The main levers to negotiate on tend to be around advanced features, integrations, and future roadmap commitments.