Member Article

Medallia launches Frontline Engagement and Quality Management app on Salesforce AppExchange

New Salesforce integration seamlessly triggers real-time, post-interaction surveys from Service Cloud

Medallia, the global leader in customer and employee experience, today announced its frontline engagement and quality management app is now available on the Salesforce AppExchange. This integration makes it seamless for brands to receive agent-level customer feedback in Salesforce to power service recovery, agent coaching, and quick resolution of customer issues.

Built specifically for teams handling support interactions in Service Cloud, Medallia Frontline Engagement and Quality Management triggers real-time, post-interaction surveys the moment a ticket is closed. The app is powered by Medallia Agent Connect, which provides personalised, user-friendly surveys that deliver industry-leading response rates. Survey response data is available in Service Cloud and can be aligned with customer or account profiles, ensuring agents have insights on hand to help with issue resolution. Sales and support leadership gain visibility into key service performance metrics like NPS, CES, and agent-level CSAT.

“Contact centre teams are on the frontline of solving customer issues and creating improved experiences,” said Farooq Javed, SVP, Strategic Platform Partnerships, Medallia. “Having real-time, clear, and useful customer insights right in their system of work is empowering for agents and a critical tool to help them make customers feel known and valued.”

In addition to integrating survey feedback in Salesforce, teams can use Medallia Agent Connect for real-time personalised coaching, quality management, and rewards and recognition. This combination of operational data with Agent Connect’s targeted coaching and customer insights helps deliver the best experiences for both customers and agents.

This was posted in Bdaily's Members' News section by P Adams .