Experience Management Leader Medallia to Acquire Contact Center Coaching Automation Platform, Stella Connect

By AIT News Desk On Sep 4, 2020

Medallia, Inc., the global leader in experience management, announced it has entered into a definitive agreement to acquire Stella Connect, the real-time feedback, coaching, and quality management platform for customer service teams.

Stella Connect plays a significant role in optimizing efficiencies and increasing employee engagement as contact centers shift to effective virtual working environments. Brands that range from disruptive startups to billion-dollar public companies, including ESPN, Lemonade, Lululemon, Postmates, Riot Games, and Williams Sonoma, rely on Stella Connect today to provide feedback coaching, rewards and recognition, and quality assurance for all customer interactions including phone, digital, and chat. Stella Connect drives substantial return on investment by automating the process of coaching interactions in the contact center, increasing focus on customer experience resulting in higher customer retention and cross-sell. With contact center volumes at an all-time high and a large portion of the agent population working virtually, it is more important than ever for brands to harness agent-level customer feedback and deliver high impact coaching programs that engage frontline agents.

“At Stella Connect, we believe that customer service agents are vital, high-value professionals who can provide great customer experiences. With Medallia, we will be able to connect agent coaching to feedback and accelerate our vision to play bigger and faster than we could have ever imagined,” said Jordy Leiser, co-founder, and chief executive officer of Stella Connect. “Bringing our solutions together will create an incredibly exciting and comprehensive platform to transform the old economy contact centers to the virtual customer service teams they aspire to become.”

“Combining Stella Connect with Medallia Experience Cloud and Medallia’s new Speech technology creates the work from anywhere contact center. Increased automation of contact center workflow lets agents focus on higher value, higher priority interactions addressing industry-wide high staff turnover,” said Leslie Stretch, president, and chief executive officer of Medallia. “With Stella and Medallia we can turn contact centers into virtual service centers by connecting feedback to coaching action in live time.”