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Medallia Launches Integrated Text Analytics Solution

Medallia’s easy-to-use text analytics solution is the first designed to bring unstructured data analysis to thousands of users in organizations

MENLO PARK, Calif., November 16, 2010 — Medallia, the global leader in software-as-a-service Customer Experience Management (CEM) solutions, today announced Medallia Text Analytics. The solution automatically analyzes millions of customer comments collected from online surveys and other sources that would otherwise require significant resources to manually summarize. The solution is the first in the industry designed to allow users to easily distribute analysis results company-wide. It is based on Medallia Impact Index (MII), a proprietary Medallia technology.

Bruce Temkin, a customer experience thought leader and strategist, has named unstructured data analysis as one of eight mega-trends that will have a major impact on customer experience efforts over the next three to five years. He also predicted an explosion of companies adopting text analytics applications as they see the full potential. In a September 2010 report, Profiling Customer Experience Leaders, Temkin identified text mining as “the most significant gap between (CEM) industry leaders and laggards,” with 65 percent of CEM leaders, but only 30 percent of laggards, mining text.

“For years, many companies have struggled to effectively understand text-based customer feedback. Companies that lack text analytics solutions devote significant resources to manually summarizing the feedback—they’re engaged in the proverbial search for the needle in the haystack,” said Borge Hald, CEO and co-founder of Medallia. “Traditional text analytics technology provides a useful tool but can be difficult to use, particularly for non-researchers who lack specialized analytical skills. In addition, stand-alone text analytics applications are not integrated with CEM systems, making it difficult to look at customer feedback holistically and share results throughout the organization. We set out to change that by making text analytics accessible to anyone who needs to know what customers are thinking.”

Key Benefits of Medallia Text Analytics

* *Fully Integrated:* Medallia Text Analytics is fully integrated with—indeed, is a part of— Medallia’s CEM solution, which already powers customer feedback for many of the world’s most admired brands. This deep integration enables companies to analyze numerical scores and text comments together, allowing users to leverage Medallia’s rich reporting capabilities. Boosted by MII, Medallia’s proprietary technology, the solution automatically identifies and prioritizes the most burning issues so that companies can target the highest-impact improvement opportunities.
* *Distributed:* Unlike stand-alone text analytics systems designed to be used by only a few researchers, the Medallia solution facilitates sharing of text analytics reports across entire organizations, from senior managers to frontline employees. The system also provides trending and benchmarking data.
* *Easy to Use:* The system can distribute results throughout the organization, and its user interface, which is designed to be intuitive, enables all users to use the system comfortably with little to no formal training.
* *Full Service:* Medallia offers text analytics as a full-service solutions package, which includes setup and maintenance by an experienced professional client services team.

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