Medallia Expands Text Analytics Platform to Include Sentiment Analysis

PALO ALTO, Calif., October 31, 2012—Medallia, the global leader in SaaS Customer Experience Management (CEM), today released an industry-leading enhancement to its Text Analytics solution. The new offering, which incorporates fully native sentiment analysis technology, completely integrates into the existing Medallia system. It can determine the sentiment—positive or negative—of any phrase or sentence, driving deeper insights from open-text feedback in surveys and social media. Now companies can more accurately understand customer concerns and take action with unprecedented speed and accuracy.

Medallia’s Text Analytics solution, which has been available since 2010, enables companies to automatically analyze millions of open-text comments and identify and report on the topics that appear most often. With the addition of sentiment analysis, companies can now dig into the whys and hows behind open-text feedback, enabling them to more accurately identify and act on key drivers. The sentiment analysis solution is the product of new machine-based learning technology.

Medallia’s Text Analytics with Sentiment stands out for its:

• Key driver analysis: Medallia goes far beyond standard solutions and quantifies the impact various topics have on customer loyalty. With this analysis, companies not only know whether topics generate positive or negative sentiment, but can prioritize and take action on the most pressing feedback from customers.
• Native integration into the Medallia product: Workflows and reporting are consistent across the entire Medallia solution, and text analytics insights are available in real time. Full integration means that companies can be up and running quickly, without major technology changes or multiple vendors.
• Ease of use: Medallia prides itself on its ability to put all of the complexities behind the scenes, so insights are obvious and intuitive from the outset. Unlike many text analytics solutions, which are built for specialized analysts, Medallia’s Text Analytics engages users at all levels of the organization.

“Companies recognize the growing need for a powerful text analytics solution. And now social media offers a flood of valuable open-text feedback, making sentiment analysis all the more imperative,” says Borge Hald, CEO of Medallia. “Our Text Analytics solution makes it easy to sift through all this feedback and immediately take action to impact customer satisfaction and online reputation.”

Medallia was recognized as a leader in Forrester Research Inc.’s WaveTM: EFM Satisfaction and Loyalty Solutions, Q3 2011, receiving the highest scores in analytics and reporting. With its new Text Analytics enhancement, Medallia reinforces its position as the global leader in SaaS-based CEM and EFM solutions.