New York, NY and Oslo, Norway and London, UK (PRWEB) April 22, 2014 -- In its report, How To Use Text Analytics In Your VoC Program, of February 25, 2014, Forrester Research, Inc. evaluates text analytics technology that helps turn Voice of the Customer data into insight. The analysis reviews programs and strategies that help customer experience teams succeed with text analytics solutions. Confirmit, the market-leading global solutions provider for Customer Experience, Employee Engagement and Market Research, was one of two vendors cited for directly capturing unstructured feedback across all ten sources.
The most robust VoC programs recognize the value of structured and unstructured data and according to the report, “adding text analytics to their VoC programs lets companies uncover an additional layer of insights by sifting through and analyzing large quantities of unstructured data -- feedback in the customers' own words.”
The report examines a selection of thirty-three solution providers and identifies text analytics as a critical market differentiator. It states that “text analytics helps organizations provide more intelligent service recovery, drive continuous improvements in operations, and supercharge executive decision-making.”
Other findings from the report include the following:
• Text analytics technology allows companies to develop deeper insights about customers and their behavior.
• While most vendors rely on partners for certain functionality, Confirmit is one of two vendors that can directly capture unstructured feedback from sources.
• Confirmit is one of only 12 companies that can analyze text using all eight approaches examined; this enables faster analytics, problem identification and resolution, as well as more effective decision making by company executives.
Embedding unstructured text analysis and social insights technologies directly into Confirmit’s portfolio software offerings ensures that its customers can manage, analyze and react to the huge volume of free-form data from customers. Then, customers can integrate it with more formal VoC data for deeper insight into the customer’s experience.
“We work to empower our customers to take full advantage of unstructured feedback from almost any data source, giving them an opportunity to achieve new levels of insight and a greater competitive advantage,” said Henning Hansen, Confirmit President and CEO. “Our 2014 acquisition of Integrasco underlines our commitment to providing customers with the most comprehensive product suite for intelligence-driven action and we believe Forrester Research’s detailed industry analysis reinforces this commitment.”
Visit the Confirmit website to access the report.
Confirmit is the world’s leading SaaS vendor for multichannel Voice of the Customer, Employee Feedback, and Market Research applications. The company has offices in Oslo (headquarters), Chengdu, Cologne, Grimstad, London, Moscow, New York, San Francisco, Vancouver, and Yaroslavl. Confirmit's software is also distributed through partner resellers in Madrid, Milan, Salvador, Sydney, and Tokyo.
Confirmit powers 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 Aurora, British Airways, Cross-Tab, Dow Chemical, Farmers Insurance, GfK, GlaxoSmithKline, GMO Research, JTN Research, Keep Factor, Morehead Associates, Nielsen, Research Now, Swapit, Swisscom, Symantec and The Wellcome Trust. Visit http://www.confirmit.com for more information.
Perrin McCormick or Molly Delaney, HB, http://www.confirmit.com, +1 (781) 893-0053, [email protected]