CMP 3.0 MAKES CUSTOMER EXPERIENCE FEEDBACK ANALYSIS MORE FLEXIBLE AND INTUITIVE
June 16, 2008 00:00 AM
Clarabridge, the leading provider of text analytics solutions that improve customer experience, today announced the general availability of Release 3.0 of its Content Mining Platform™ (CMP). With this release, Clarabridge has incorporated a range of important new customer-driven capabilities, including an intuitive guided discovery interface for analysts and researchers, enterprise class deployment capabilities, and application and packaging enhancements.
In development for the past year, CMP 3.0 provides an enterprise class platform for use by customer-oriented analysts across marketing, product, and customer care organizations. Business analysts now gain a powerful drag-and-drop web interface, Clarabridge Navigator™, which makes it easy for non-IT users to harvest customer feedback from surveys, user forums, online product reviews and other consumer-oriented sources. This interface uniquely empowers a broad range of users, business analysts and market researchers to rapidly explore, organize, and distill insights from text-based customer experiences, product suggestions, and market feedback.
“Text analytics is a key enabling technology for customer experience management, said Fern Halper, partner at Hurwitz and Associates. “An important element of this type of solution is to provide business users a scalable platform to explore and interact with unstructured data on the front end. Solutions such as Clarabridge’s Release 3.0 can help support the collection, distillation, and dissemination of customer experience insight across the enterprise.”
With initial CMP deployments now expanding across the enterprise to non-IT departments and across multiple customer feedback sources, CMP 3.0 includes enterprise class enhancements to Clarabridge’s sentiment extraction engine that provide clients with finer domain-specific tuning, allowing for more accurate and in-depth analysis of customer sentiment on a particular subject. To support a robust, scalable software as a service (SaaS) model, CMP 3.0 also gives analysts from different departments the ability to collaborate on various customer experience management initiatives. It also improves the core technology that supports multi-terabyte data volumes, foreign language requirements, the processing of diverse data types, and the secure sharing of data with other applications.
Mainstream customer analytics users demand fast time to value along with a stable enterprise platform. They will benefit from the specific analytical bundles in the Clarabridge Content Mining Platform™ 3.0 that provide a jump start for marketing, service delivery and product innovation professionals in dealing with typical customer feedback sources such as surveys, call center notes, and web based consumer generated media.
“Clarabridge purposefully designs products to support a business community, and our new release 3.0 is an extension of that purpose with its focus on meeting the needs of the customer-oriented enterprise,” said Sid Banerjee, chief executive officer. “Our clients are now able to dive deep into customer feedback to support their changing business environments and organize it for broader business consumption across the organization.”
The Clarabridge Content Mining Platform™ version 3.0 is being demonstrated at the Text Analytics Conference June 16 – 17 in Boston. Several Clarabridge customers, including Gaylord Hotels and Intuit, will present as will Clarabridge’s president and chief technology officer, Justin Langseth.
For more information on the Text Analytics Conference, please visithttp://www.textanalyticsnews.com/4thannual08/
Clarabridge is the leading provider of sentiment and text analytics software for customer experience management. Clarabridge provides Global 1000 enterprises with universal views of their customers through automatic collection, classification, sentiment analysis, and reporting 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 www.clarabridge.com.