CONFIRMIT AND CLARABRIDGE SET SIGHTS ON INCREASING DEPTH OF CUSTOMER INSIGHT
October 15, 2009 00:00 AM
Confirmit, the leading global vendor of software for Customer Feedback, Employee Feedback and Market Research, and Clarabridge, the leading provider of text analytics solutions that improve customer experience management (CEM), today announced a partnership to drive contextual insight for global enterprises to a new level.
The move brings together two complementary, best-of-breed technologies, both of which enable organizations to better understand their customers. Businesses who use Clarabridge technology to analyze the voice of the customer can leverage this new relationship to add targeted questionnaires to all stages of the customer journey. This advanced capability will refine the value of open-ended customer responses.
“Open-ended customer comments add a breadth and depth of context to feedback,” said Henning Hansen, President and CEO of Confirmit. “We recognized the opportunity to work with Clarabridge and enable our mutual customers to unlock this insight and use it alongside quantitative data.”
Confirmit enables data capture through IVR, telephone, kiosk, handheld device, and paper scanning in addition to the web channel, making it easy for businesses to contact their customers how and when they want. Dashboard reporting delivers actionable, real-time insight. A sophisticated alert program notifies management of any unusually low scores so the problem can be resolved immediately.
“As Clarabridge increasingly moves from departmental to enterprise-scale applications, our customers look to us to deploy a solution that enables all aspects of the customer experience management process, including the solicitation and capture of customer feedback”, said Sid Banerjee, CEO of Clarabridge. “Our Confirmit partnership allows customers to easily collect and analyze this feedback through a single integrated solution.”
Clarabridge captures and analyzes customer feedback found in a wide array of channels, such as call center notes, qualitative survey feedback, Web 2.0 content, online consumer forums, and social media sites. Clarabridge transforms text using Natural Language Processing and then automatically classifies and assigns a sentiment score to the feedback for analysis. Today, over 50,000 business users at many of the world’s largest companies use Clarabridge’s text mining software to stay competitive by improving products and services, reducing churn and improving their customer’s overall experience.
Hansen concludes, “this partnership represents a significant step forward in enabling businesses to move beyond customer satisfaction scores by combining qualitative and quantitative data into a comprehensive Voice of the Customer program.”
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.