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:
“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.