CLARABRIDGE INC. ANNOUNCES CLARABRIDGE API AND THE CLARABRIDGE PARTNER ENABLEMENT PROGRAM

June 28, 2010 00:00 AM

Clarabridge, Inc., the leading provider of sentiment and text analytics software implemented by many Fortune 1000 companies to improve customer experience management (CEM), today announced the availability of the Clarabridge API, a framework of web services SOAP-based application program interfaces (APIs) that allows direct access to Clarabridge’s sentiment and text analytics engines. The Clarabridge API will be supported by the introduction of the Clarabridge Partner Enablement Program, aimed at helping partners seamlessly integrate Clarabridge technologies with their products and services, bringing the power of insight into customer feedback. A free trial of the API is available at www.clarabridge.com/selfservice.

“Our decision to open our product through an API framework was driven by the CEM ecosystem’s increased need for scalable and accurate sentiment and text analytics,” said Justin Langseth, president & chief technology officer, Clarabridge Inc. “Our new API offering will allow these partners to transform free-text into diverse formats – from presentation quality dashboards for the CXO to deep-parsed, semantically tagged Web 3.0 content that can be integrated into operational systems. We believe sentiment and text analytics will soon be as pervasive as traditional business intelligence and reporting applications, and through our products and API, Clarabridge will power many of those next-generation analytical systems. We are excited to be the first company in the text analytics industry to offer an on-line API for sentiment and text analytics.”

Customer feedback and other textual information is scattered across a variety of listening posts throughout an enterprise and across the web and until now all reporting and analysis has been done on the 20% of structured data – for example, EFM vendors routinely analyze predetermined closed-ended survey responses but have no ability to analyze the unstructured, open ended ones. The real value of all of this customer data is then trapped within notes fields, survey verbatims, email text, or social media posts to name a few, which represents 80% of the data captured by these vendors. The Clarabridge API provides the technology to leverage this extremely important, but latent, asset and integrate it into the customer experience management ecosystem. By tying sentiment and text analytics into CRM, BI, data warehousing and other platforms, Fortune 1000 companies can have a deeper, more robust view of their customer’s needs and concerns.

“The explosive growth of unstructured text, and the need to access the customer insights hidden within that data has made text and sentiment analytics a core capability required across many different domains,” said Gareth Herschel, research director, Gartner Inc. “Companies will need to embed those technologies in a variety of tasks, so that they can translate the voice of the customer into their operational paradigm and identify actionable intelligence.”

The Clarabridge API is an open framework designed to give developers and partners access to Clarabridge’s natural language processing (NLP), categorization, and sentiment analytics technologies. Users can employ the Clarabridge API to create highly customized or specialized applications, embed Clarabridge in their existing applications or even create privately branded text-analysis environments to offer their clients. Developers and partners have a variety of deployment models to choose from, including SaaS, cloud hosted, and onsite. APIs are available immediately through Clarabridge Self Service. The Self Service program includes up to 1,000 free verbatims per month. For more information, please visit https://www.clarabridge.com/selfservice

Users of the Clarabridge API can now take advantage of a range of text processing, text analytics, and reporting options:

  • Submit API: Allows users to submit a single document to Clarabridge for subsequent processing and addition to the Clarabridge index and database.
  • Roundtrip API: Allows users to submit a single document in real time to Clarabridge for real-time extraction of linguistic content, categorization, and sentiment at either a document or sub-sentence level of detail.
  • Reporting and Visualizations through a private-branded Clarabridge Navigator
  • Categorization Starter Packs: pre-tuned for various industries and use cases
  • Creation of a Private Label version of Clarabridge’s web interface for resale to their customers

Also announced today is the Clarabridge Partner Enablement Program (CPEP), Clarabridge has already signed up partners that include: ACS, Confirmit, Harris Interactive, Maritz Research, Nunwood, Questar, Teradata, Vovici and Walker. CPEP was created to support partners through a packaged implementation approach. Through the new open framework, Partners can send content to Clarabridge for real-time processing along with the reports, scalability, classification models, and white labeling capabilities options for a seamless experience for their end users. With a customized, branded UI, partners will be able to give their customers access to all of the text and sentiment analytics that powers Clarabridge, but without having to leave the partners environment. Additionally, CPEP members will have access to sales and marketing support, and partner focused training sessions. Interested partners and developers should contact partners@clarabridge.com in order to learn more on how to participate in the program.

About Clarabridge

Clarabridge is the leading provider of sentiment and text analytics software for customer experience management. Clarabridge provides Global 1000 enterprises with the ability to automatically collect, classify, apply sentiment analysis, and report on text-based verbatims found in voice of the customer feedback channels. The result is improved marketing, product/service offerings, operations and customer service. Clarabridge customers include AOL, B/E Aerospace, Capital One, Choice Hotels, Expedia, Gaylord Hotels, H&R Block, Intuit, Marriott International, Nissan, QVC, Inc., Sage North America, United Airlines, Walmart, Walgreens, and Wendys International. Clarabridge is privately held with headquarters in Reston, Va. For more information, visit https://www.clarabridge.com .

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