Medallia named leader in Forrester Wave: text mining platforms

Medallia has been recognised as a leader in The Forrester Wave: Text Mining and Analytics Platforms, Q2 2024 report. Evaluated alongside 11 other providers on 26 criteria, Medallia emerged with top scores in the Vision, Innovation, and Adoption categories.

The independent research report highlighted Medallia's robust Current Offering, awarding it the highest scores possible in 15 distinct criteria such as natural language understanding, AI: machine learning based, accuracy verification, conversation intelligence, and security and regulatory compliance. These accomplishments underscore the company's position at the forefront of text mining and analytics innovation.

Forrester's evaluation appreciated Medallia’s strategy, particularly its visionary approach and innovation. Medallia's text mining and analytics platform was described as ideal for customers seeking rapid time-to-value solutions, thanks to its out-of-the-box omnichannel data models and language models suited for various industries and business domains.

Simonetta Turek, Chief Product Officer at Medallia, expressed enthusiasm about the recognition: "Understanding unstructured data is at the core of experience management and we are thrilled to be recognised by Forrester as a leader in this text mining and analytics evaluation. Enterprise organisations have been leveraging our AI-powered Text Analytics since 2008 to increase productivity, reduce operational costs, and deliver more meaningful experiences to customers and employees that increase loyalty." Turek also noted the company's continued market leadership, citing the recent integration of four new generative AI capabilities aimed at enhancing personalised experiences.

Medallia's text mining analytics platform offers several advanced features. It includes comprehensive AI-powered omnichannel analytics that generate actionable insights from any signal, providing a streamlined view across all data sources and languages within a unified platform. Its native speech-to-text capabilities and conversation intelligence ensure a thorough understanding of user experiences, regardless of the medium of communication—be it audio, chat, or text.

Additionally, the platform excels in natural language understanding and processing, allowing it to natively organise, analyse, and interpret complex concepts from unstructured text and speech data. This includes insights related to emotion, effort, sentiment, empathy, as well as emerging themes and topics across multiple languages and dialects.

Medallia underscores its commitment to responsible AI with a focus on security, privacy, and human empowerment. The company prioritises rigorous accuracy verification, involving humans at every step of the AI validation and development process. Its platform also integrates native video, speech, and digital analytics, offering end-to-end experience analytics.

The latest Forrester Wave report solidifies Medallia's standing as a leader in the text mining and analytics space, reflecting the company's ongoing dedication to innovation, vision, and practical application in the field. Medallia's comprehensive solutions continue to support enterprise organisations in enhancing productivity, reducing costs, and fostering meaningful interactions with customers and employees alike.