Jun
25
Written by:
Sid Banerjee
6/25/2010 12:54 PM
Today Clarabridge announced the capability for our current and future partners to embed text and sentiment analytics in a variety of tools and solutions across a host of industries.
Today Clarabridge announced the capability for our current and future partners to embed sentiment and text analytics in a variety of tools and solutions across a host of industries.
The first announcement is the publishing of a series of Clarabridge application program interfaces (APIs) that allow any content provider, or consumer of text information to seamlessly submit unstructured text to the Clarabridge sentiment and text analytics application server and retrieve a wide range of formatted content back from Clarabridge, such as the full results of our NLP, categorization, and sentiment engines. A trial of the API is available at http://www.clarabridge.com/selfservice .
At its simplest, the capability can push any unstructured data, from any source, such as customer feedback from a survey platform, or product quality or safety information embedded in a customer support/CRM platform, to Clarabridge. We automatically analyze, score sentiment, and deliver back to that source platform (or retained in a Clarabridge repository). The automatic transformation of text into actionable, categorized, sentiment scored content can then create powerful tracking analytics that can be used to:
- monitor the customer satisfaction for an organization
- embed into a partner’s business process management systems
- create intelligent alerts that pinpoint emerging problems (so that they can be fixed sooner)
Clarabridge customers have always had the ability to ingest and process text from a wide range of sources, and have had a wide range of methods for displaying, delivering, and acting on the extracted insights produced by the platform. But with this new capability, our partners can now more seamlessly create integrated solutions that connect their platforms to ours, and create even more powerful applications and solutions that benefit from the rich, scalable sentiment and text analytics capabilities of Clarabridge.
Our second announcement – the Clarabridge Partner Enablement Program (CPEP) – demonstrates our commitment to help develop strategic, and market leading solutions that embed our product capabilities into market leading partner offerings. Partners in the CPEP program include; ACS, Confirmit, Harris Interactive, Maritz Research, Nunwood, Teradata, Vovici, and Walker . Collectively, these partners represent:
- market research firms,
- survey platform providers,
- business process outsourcers,
- data warehousing,
- customer support/operations providers.
Other partners in the social media, call center, and CRM markets will likely add their names to this list shortly.
Why is this a big thing, you may ask? I believe we’re witnessing a convergence. A convergence driven by a common objective across all the markets represented by these partners. A convergence around a shared desire to tap into, and act on the unstructured text latent within so many operational systems for so long.
“Customer intelligence” will be extracted from text from many systems, shared and integrated into an enterprise architecture.
Multichannel “customer intelligence” extracted by text analytics and sentiment analytics platforms like Clarabridge, will become a core component of many more enterprises than it is today. Clarabridge will certainly enable many of those platforms’ text analytics capability. But equally if not more importantly -- users of CRM, call center, market research, social media, and survey platforms will want to track and monitor customer intelligence, extracted from text, across all systems, all platforms, and all customer interaction forums. We may be witnessing the birth of new kind of customer intelligence.
Call it “Enterprise Customer Intelligence”. It is the intelligence that comes from integrating all the customer insights, from all the platforms and content sources, into an integrated, multichannel, multisystem solution. Just as data warehouses and business intelligence solutions have provided a means to integrate content and analytics from many operational, finance, sales, marketing, and supply chain systems into an enterprise data warehouse. So too text and sentiment analytics solutions from Clarabridge will provide a “lingua franca” – a common text analytics language -- for organizations to embed these collective customer experiences, feedback, and unstructured-data insights from disparate systems into enterprise data architectures and enterprise analytic applications that provide business value and insights to the entire enterprise. And Clarabridge will provide the platform, and the enterprise, multichannel architecture, for this integrated solution.
It will take some time for organizations and partners to translate this enterprise vision into reality. But it will happen. And it will be big. Very big…