New Clarabridge Text Mining Solution Converts Social Media Content into Actionable Customer Intelligence
Clarabridge SMA is the first solution that integrates social media content with internal enterprise feedback for more meaningful analysis of customer data
Reston, Va. - September 28, 2009 --
Clarabridge, the leading provider of text mining software used by many Global 1000 companies to improve customer experience management (CEM), has launched Clarabridge Social Media Analysis (SMA), the industry’s first advanced text analytics software that allows companies to integrate social media content into their existing internal enterprise feedback to create more useful customer analysis.
Clarabridge SMA accesses social media content from Alterian’s TechrigySM2 growing warehouse of social media content, which currently houses nearly 3 billion pieces of data from blogs, Facebook, Twitter, YouTube, MySpace and other social media sites. SMA then automatically removes unwanted content, sorts actionable from non-actionable topics, and applies enhanced meaning and context to conversations using included Natural Language Processing, classification, and sentiment scoring engines. Clarabridge SMA users can create custom web-scraping routines to access product review sites, discussion forums, and subscription sites, as well as integrate with internal data sources, such as emails, call center notes, and surveys, whereby giving them an unprecedented 360-degree view of customer experiences, opinions, and issues both online and offline. Clarabridge counts a leading retailer as its first customer to recently deploy SMA.
"Analysis of text-based social media content is a natural evolution for our customers who already analyze surveys, call center data as well as targeted websites," said Sid Banerjee, chief executive officer at Clarabridge. “Current solutions on the marketplace focus on assisting the social media teams, but our solution also allows product management, customer service and other areas in the enterprise to draw upon that data.”
Clarabridge SMA can be deployed as a stand-alone solution, accessing only social media content, or as an add-on to existing Clarabridge text mining software implementations. It includes a full suite of reporting, visualization, predictive analytics, and early warning
About Clarabridge
Clarabridge enables Fortune 1000 customers to transform text into valuable information to improve market research, customer care, product development, quality assurance and risk management. Clarabridge's award-winning software links the worlds of text analysis, search and business intelligence (BI) to enable enterprises to more quickly and intuitively leverage all of their data-internal and external, structured and unstructured-to make better business decisions. Clarabridge's Content Mining Platform™ is the first text-mining solution to work seamlessly with standard BI applications, tools and techniques, and Clarabridge delivers the industry's only hosted text-analysis solution with its Content Mining Service™.
Clarabridge is headquartered in Reston, Virginia. For more information, visit www.clarabridge.com.
Alterian (LSE: ALN) empowers organizations to create relevant, effective and engaging experiences with their audience that help build value and reinforce commitment to their brand, through the use of the Alterian Integrated Marketing Platform. Alterian drives the transformation of marketing and communications, making it practical and cost-effective for companies to orchestrate multichannel engagement with the individual.
Alterian’s unprecedented integration of analytics, content and execution through industry leading tools, such as the Dynamic Messenger email platform, award winning Content Management solutions and social media monitoring and analysis tool TechrigySM2, enables companies to build integrated communication strategies which create a true picture of the individual.
Alterian works with marketing services partners, system integrators and agencies who recognize the need to plan and deliver coordinated customer engagement services in partnership with their clients. For more information about Alterian, products within the Alterian Integrated Marketing Platform or Alterian’s Partner Network, visit www.alterian.com or the Alterian blog at www.engagingtimes.com.
Contacts
Laurie Bowser-Sever
Interprose PR for Clarabridge
Email: lbsever@interprosepr.com
Phone: 919-469-7102
Marcos Sanchez
Clarabridge
(571) 299-1848
marcos.sanchez@clarabridge.com