CLARABRIDGE LAUNCHES ENTERPRISE 5.0 TO FUEL COMPANY-WIDE SOCIAL COLLABORATION, ACCELERATED ANALYSIS AND INTEGRATION OF CUSTOMER EXPERIENCE DATA

March 6, 2012 00:00 AM

Clarabridge, Inc., the leading provider of sentiment and text analytics software to Global 1000 companies embracing Customer Experience Management (CEM), today announced the release of Clarabridge Enterprise 5.0. The new release is the first centralized customer experience solution system that allows organizations to holistically collect, transform, analyze and act on customer experience data. Clarabridge Enterprise 5.0 also includes the innovative new Clarabridge Collaborate social networking product, an intuitive business application which intelligently identifies and routes customer issues through real-time, built-in alerts to proactively manage Voice of Customer (VOC) and CEM initiatives.

As the volume of customer feedback continues to grow, this increasingly vital VOC data often uncovers complex issues which require cross-departmental resolution. However, existing departmental barriers present significant challenges for companies looking to take action on their customer’s feedback. Specifically addressing these challenges, the new Clarabridge Collaborate creates a fully integrated environment fostering departmental transparency and accountability. Designed for global business users including marketing, product, operations and customer support managers, the intuitive Clarabridge Collaborate social networking interface enables users across the entire organization to tap into and resolve VOC issues.

Clarabridge Collaborate also delivers real-time alerts in a simple, digestible format and allows users to coordinate across divisions to discuss, document and resolve CEM challenges. Emerging issues and trends in customer data are automatically identified allowing organizations to jointly address complex VOC challenges and share previously disparate sentiment information critical to real-time issues response and theme detection.

“We recognize that solving today’s customer experience challenges requires knocking down silos, managing big data and ensuring a unified, cohesive CEM strategy despite geographical constraints,” said Sid Banerjee, CEO of Clarabridge. “The latest release of Clarabridge Enterprise 5.0 rapidly transforms customer feedback into actionable insight, to give our customers a universal customer view and drive new levels of customer engagement, loyalty and retention. By introducing Clarabridge Collaborate, we can further extend the power of Clarabridge Enterprise 5.0 deeper into an organization for the most comprehensive analysis of customer sentiment.”

Enterprise 5.0 promotes meaningful classification to expose new industry trends and competitor positioning, while allowing users to score customer requests and swiftly identify issues that drive customer complaints and dissatisfaction. The intuitive module exploits existing resources to eliminate lengthy manual processing, significantly reducing implementation costs and margins of error common with unstructured data analysis:

Root Cause Analysis quickly identifies what is driving changes in volume, sentiment or satisfaction of an emerging issue in one easy step. The feature takes into account all structured and unstructured data so that the root cause analytics are holistic. Theme Detection auto-categorizes and organizes huge sets of unstructured data into distinct categories based on themes and content. The feature allows business users to easily track specific ideas and actionable information in real-time.

Other key features of Clarabridge Enterprise 5.0 include:

  • Comparative Analysis Reporting compares products, competitors, brands, regions, stores, timeframes or any other segmentation of data in a simple 2 step wizard.
  • Satisfaction scoring enhancements support input calculations based on their current satisfaction scoring methodologies.
  • Additional documented APIs provide enhanced openness and flexibility of the system to enable two way integration with other systems and applications (CRM, engagement platforms, workflow systems, campaign management, etc), and move information in real-time so VOC is operationalized throughout the enterprise.
  • Additional language support, including full Natural Language Processing (NLP) for over 4 billion people to support global VOC and CEM initiatives; specific languages include English, Spanish, French, Portuguese, German, Russian and Chinese.

Availability

Enterprise 5.0 and the Clarabridge Collaborate offering is available immediately, and is being formally unveiled at Clarabridge’s fourth annual Customer Connections Conference on March 5-7 at the Doral Resort in Miami, Florida. For more information or to schedule a product demonstration please visit https://www.clarabridge.com, email inquiries@clarabridge.com or call (571) 299-1800.

About Clarabridge

Clarabridge is the leading provider of sentiment and text analytics software for customer experience management. 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 AOL, B/E Aerospace, Charming Shoppes, Inc., Choice Hotels, Dell, Expedia, Gaylord Hotels, Intuit, J.D. Power, Marriott International, Nissan, 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 www.clarabridge.com or on Twitter: @clarabridge.

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