November 5, 2012 00:00 AM

Clarabridge, Inc. the leading provider of Customer Experience Management powered through sentiment and text analytics, today released Clarabridge 5.5. The new release is a best-in-class centralized customer experience management (CEM) solution that allows organizations to holistically collect, analyze and operationalize customer feedback data across the enterprise. Clarabridge 5.5 also includes the innovative newClarabridge Engage module. Clarabridge Engage is a scalable content driven CEM solution designed to intelligently capture, route and respond to customer feedback in real time. This allows companies to proactively interact with consumers and promote more meaningful customer relationships.

As today’s customers continue to voice their opinions through channels such as social media, email, surveys and more, the need for companies to engage directly with consumers is now a prerequisite for closing the loop and creating lasting relationships. However, the high volume of customer feedback data, especially via social channels, presents significant challenges for companies looking to efficiently analyze and identify actionablefeedback from the SPAM. Designed specifically to address these challenges, the new Clarabridge Engage module creates a fully integrated CEM hub that leverages Clarabridge’s leading sentiment and text analysis solution to intelligently identify and analyze the actionable customer comments. Clarabridge Engage then alerts the appropriate business stakeholder of the actionable posts in real time. Within the Clarabridge environment, businesses can engage directly with customers through the communication channel of their choice, such as social media or email, in order to proactively resolve customer complaints, bolster customer engagement and improve customer loyalty.

“We recognize that solving today’s customer experience challenges requires intelligently delivering customer experience to every business stakeholder, including the customer,” said Sid Banerjee, CEO, Clarabridge. “The latest release of Clarabridge 5.5 revolutionizes the way companies engage with customers in real time. Regardless of how a customer reaches out to a business, through social media, email or a different method of communication, Clarabridge 5.5 empowers companies to drive new levels of customer engagement, loyalty and retention. By introducing Clarabridge Engage, we further extend the power of Clarabridge deeper into an organization for the most accurate and comprehensive analysis of customer sentiment.”

Clarabridge 5.5 promotes a deep level of analysis to expose new industry trends and competitor positioning, while allowing users to respond to customer requests in real-time and swiftly identify issues that drive customer complaints and dissatisfaction.

Key features of Clarabridge 5.5 include:

  • Additional Data Connectors, including BazaarVoice and GNIP for real-time processing of the full Twitter Firehose.
  • Extended Language Capabilities, including full Natural Language Processing (NLP) to support global VoC and CEM initiatives; specific languages includeEnglishChineseDutchFrenchGermanItalian,PortugueseRussianSpanish and now Japanese.
  • Enhanced Analytics with Custom Calendars to map specifically to your business operations.
  • Integrated CEM Engagement Hub that analyzes both external sources of customer feedback such as social media, and internal sources such as email or surveys. This ensures a holistic and deep understanding of the customer.


Clarabridge 5.5 and the Clarabridge Engage offering are available immediately. For more information, or to schedule a product demonstration, please visit, email, or call (571) 299-1800.

About Clarabridge

Clarabridge enables Global 1000 enterprises to achieve a universal understanding of their customers by automatically collecting, classifying, scoring sentiment and analyzing qualitative data found in voice-of-the-customer feedback channels. Insights extracted result in improved marketing, product/service offerings, operations and customer service across an organization. Clarabridge customers include B/E Aerospace, Charming Shoppes, Inc., Choice Hotels, Dell, E.ON, Expedia, Fidelity, Gaylord Hotels, Intuit, J.D. Power, L’Oréal, Marriott International, PetSmart, QVC, Inc., Sage North America, United Airlines, Walmart, Walgreens and Wendy’s International. Clarabridge is privately held with offices in Reston, Va. and London, U.K. For more information, visit or on Twitter.


Serina Aswani
Clarabridge, Inc.

Megan Coyle
Articulate Communications Inc.
212.255.0080, ext. 14