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.
New York, NY and Oslo, Norway (PRWEB) October 15, 2009
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."
Gary Schwartz, SVP Marketing, Confirmit, +1 212 660 1816
Confirmit is the world's leading SaaS vendor for Customer Feedback, Employee Feedback, and Market Research applications. The company has more than 200 employees and offices in Oslo (headquarters), Guildford, London, Moscow, New York, San Francisco, and Yaroslavl. Confirmit's software is also distributed through partner resellers in Barcelona, Kuwait City, Madrid, Milan, Santiago, 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, Intrawest, Ipsos, Nielsen, The NPD Group, Safeco Insurance, Statoil Hydro, Symantec, Virgin Media, and Well Fargo. Visit http://www.confirmit.com for more information.
Clarabridge is the leading provider of text mining software for customer experience management. The Clarabridge Content Mining Platform™ provides Global 1000 enterprises an analytical view of text-based verbatims found in voice of the customer feedback channels such as call center notes, qualitative survey feedback, Web 2.0 content, online forums, social media sites, reviews, and customer warranty forms. As a result, businesses can improve marketing, product/service management and customer service delivery. Clarabridge is privately held with headquarters in Reston, Virginia. Clarabridge customers include AOL, Capital One, Choice Hotels, Expedia, Inc., Gap, Gaylord Hotels, H&R Block, Intuit, Marriott International, Sage North America, United Airlines, Wal-Mart and Walgreens. For more information, visit http://www.clarabridge.com.