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Medallia Opens Platform to Share Customer Experience Data More Broadly Across Enterprises

Medallia announces Developer Network, delivers new API to enable integration of Enterprise Feedback Management (EFM) insights

Menlo Park, Calif., November 10, 2009 – Medallia, the global leader in software-as-a-service customer experience management solutions, today announced two initiatives that will enhance developers’ and business executives’ ability to integrate customer experience data with key enterprise systems such as CRM, financial and operational systems.

The new initiatives include the new Medallia Developer Network and the Medallia Data Application Programming Interface (API). These projects further extend Medallia’s leadership position in the EFM space by providing an open platform that enables the use of customer experience data more broadly across enterprises.

Medallia’s clients – which include more than 80 percent of the top global hotel companies and the world’s most admired companies in retail and financial services, among other industries – have always been able to easily integrate data from various systems using both push and pull models, which support standard file types and transfer protocols. With the new Medallia API, clients can integrate data across systems in real-time, moving records between systems and connecting directly to Medallia’s data processing engine to extract key calculations, summary charts, dashboards, and additional information for sharing on other applications.

“By opening up the Medallia platform and announcing the Medallia Developer Network, we are giving our customers the ability to integrate Medallia with their other mission-critical enterprise systems,” said Borge Hald, CEO of Medallia. “Our customers will have an unprecedented ability to bake customer experience data into the very fabric of their organizations. We also expect third-party developers to build innovative applications on our platform that will help our clients meet their business goals.”

Medallia’s new API will enable a variety of opportunities for developers and business executives. For example, clients can incorporate a live daily customer satisfaction chart as a widget in their corporate intranet or create a Salesforce.com application to pull Medallia calculations directly into the application where he or she can see aggregate feedback scores and customer comments from that account. Medallia believes it is the first firm in the EFM space to offer this level of integration.

A hallmark of truly visionary companies, according to the Forrester Research analyst Bruce Temkin, is a focus on creating superior customer experiences that pervade all parts of the organization, at all levels. Such pervasiveness drives real organizational change and creates major customer satisfaction improvements. Medallia, by increasing integration of customer experience data throughout the organization, helps its clients achieve the pervasive customer experience mindset recommended by Forrester.

Developers can join the Medallia Developer Network starting today at http://developer.medallia.com, where they can access the new Medallia Data API and review important documentation. Medallia plans to make more tools available to members of the Medallia Developer Network in the coming months.

The new Medallia API is very easy to use. Using Medallia Query Language (MQL), which is similar to the prominent database language SQL, developers can build new applications in as little as one day and quickly query Medallia data. The Medallia Data API also gives developers access to Medallia’s HyperCube technology, which can perform statistical calculations on millions of records in real-time. The recently unveiled iPhone for Medallia application uses the new API.

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