Medallia, a provider of cloud-based customer experience management solutions, has enhanced its text analytics offering with fully native sentiment analysis technology.
The new offering can determine the sentiment behind any phrase or sentence, driving deeper insights from open-text feedback in surveys and social media.
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 why and how behind open-text feedback, enabling them to 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 includes the following:
- Key driver analysis: Medallia quantifies the impact 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.
"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," said Borge Hald, CEO of Medallia, in a statement.. "Our Text Analytics solution makes it easy to sift through all this feedback and immediately take action to impact customer satisfaction and online reputation."