Of 33 reviewed vendors, Confirmit was one of only two that directly captures unstructured customer feedback from multiple sources

London, UK and Oslo, Norway and New York, NY: 23 April 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 (VoC) data into insight. The analysis reviews programmes 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 programmes recognise the value of structured and unstructured data and according to the report, ‘adding text analytics to their VoC programmes lets companies uncover an additional layer of insights by sifting through and analysing 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 organisations 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 behaviour.
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 analyse 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, analyse 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.