CONFIRMIT AND CLARABRIDGE ANNOUNCE NEW PARTNERSHIP TO IMPROVE VOICE OF THE CUSTOMER (VOC) STRATEGIES
December 1, 2011 00:00 AM
Confirmit, which powered over 150 million Voice of the Customer (VoC) and Market Research surveys in 2010, and Clarabridge, Inc., the leading provider of sentiment and text analytics software to Global 1000 companies, today announced a new partnership that will enable enterprises to fully leverage unstructured data in order to drive VoC, CEM and research programs, while producing tangible ROI.
Text-based, unstructured data sources, such as e-mail, social media, verbatim survey responses and other free-form text, account for 80 percent of collected business data. However, due to ineffective and cumbersome manual processes required for interpreting results, these sources are often omitted from analyses. Confirmit’s advanced text analytics solution, powered by Clarabridge, now enables users to easily transform text-based customer feedback into valuable business insights in order to make smart business decisions and to create successful VoC and CEM programs, while producing quantifiable ROI. This feedback seamlessly integrates into Confirmit’s multi-channel VoC and Market Research platform.
“With the rapid proliferation of unstructured data, companies must have a sustainable mechanism for sentiment and text analytics,” said Henning Hansen, President and CEO, Confirmit. “Our partnership with Clarabridge, whose sophisticated text analytics software suite is used as a standard across Fortune 1000 enterprises, provides organizations with an integrated platform for a single view of the customer experience. The collaboration demonstrates our commitment to delivering cutting-edge technology solutions to our customers.”
“To attain competitive advantage in today’s business environment, businesses must automate and centralize the collection, analysis and organization of all feedback data—structured and unstructured,” added Sid Banerjee, CEO of Clarabridge. “The multi-channel Confirmit solution enables enterprises to eliminate data silos and view all data in a single platform.”
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.
Confirmit is the world’s leading SaaS vendor for multi-channel Voice of the Customer, Employee Feedback, and Market Research applications. The company has offices in Oslo (headquarters), Cologne, Guildford, London, Moscow, New York, San Francisco, Vancouver, and Yaroslavl. Confirmit’s software is also distributed through partner resellers in Barcelona, Kuwait City, Madrid, Milan, Pattaya, Sydney, and Tokyo. Confirmit targets Global 5000 companies and Market Research agencies worldwide with a wide range of software products for feedback / data collection, panel management, data processing, analysis, and reporting. Customers include British Airways, Dow Chemical, Farmers Insurance, GlaxoSmithKline, Halifax Bank of Scotland, HSBC, Ipsos, Nielsen, The NPD Group, Safeco Insurance, Statoil, Symantec, Virgin Media, and Wells Fargo. Visit www.confirmit.com for more information.
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