April 18, 2012 00:00 AM

Clarabridge, Inc. the leading provider of Customer Experience Management, was recognized as one to watch in Ovum’s “Contact Center Analytics Vendors in North America: Three to Watch” report by Principal Analyst Keith Dawson. Ovum profiled organizations offering new and innovative approaches to measuring the performance of contact centers. Companies selected represent leading edge thinking around improving contact center operations and total value of the customer interaction.

When managing customer feedback, Ovum recommends enterprises look outside the contact center itself and develop a closer connection with lateral departments. Explaining the distinctive factor, Ovum found Clarabridge applies robust business intelligence-style analytics to the underappreciated text data corpus, providing hidden reservoirs of productivity and different paths to ROI than basic call center analytics do. Through leveraging existing data, Clarabridge connects internal and external sources regardless of structure or language to reveal customer nuances and market trends. Clarabridge intelligently gathers, transforms and analyzes customer feedback across the organization to allow for cross-departmental collaboration across the enterprise to reveal meaningful analysis into new industry trends and competitor positioning.

“When you open the analysis to additional contact channels, a contact center can see why problems are bubbling up to the surface across conversations,” said Keith Dawson, principal analyst. “And this is why Clarabridge’s text analytics is so cool: it adds an extra dimension of depth to the context surrounding customer behavior. That’s a powerful extension of what the contact center knows about customers beyond simple calls into social media, communities and CRM records.”

Clarabridge recently unveiled their latest product release, Clarabridge 5.0 for its Enterprise and Professional editions, along with the new Clarabridge Collaborate offering, which automatically routes information and fosters cross-department collaboration. As observed by Dawson, “They have beefed up the system’s ability to alert users to anomalies and potentially problematic situations (like when a customer uses expletives, or threaten to sue). And more importantly, they’ve added a module to the system called Collaborate, which allows people in different roles, especially outside the contact center, to work together on issue resolution. They make it possible for people inside a business to rapidly and accurately hear the true voice of the customer, from all sources.”

“We consider our inclusion in Ovum’s cool vendor report acknowledgement that our goal to improve Customer Experience Management starts at the Voice of the Customer,” said Sid Banerjee, CEO of Clarabridge. “Companies are struggling to understand customer behavior and waste valuable time trying to decipher meaning from an influx of data. We will continue to evolve how text and sentiment analytics can be practiced across industries to uncover actionable insights and above all focus our efforts to maintain our distinctive status.”

The report is also available for download on the Clarabridge site here.

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, Choice Hotels, 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 headquarters in Reston, Va. and offices in San Francisco, Boston and the United Kingdom. For more information, visit or on Twitter: .@clarabridge.

About Ovum

Ovum provides clients with independent and objective analysis that enables them to make better business and technology decisions. Our research draws upon over 400,000 interviews a year with business and technology, telecoms and sourcing decision-makers, giving Ovum and our clients unparalleled insight not only into business requirements but also the technology that organizations must support. Ovum is an Informa business.