Clarabridge, Inc., provider of sentiment and text analytics software, today announced the availability of the Clarabridge 4.5 “Tower” release for its Enterprise and Professional editions. The new release includes embedded connections to several major social media sources and full French and Portuguese Natural Language Programming (NLP).  The Clarabridge Tower release also includes advanced sentiment analysis, an API with real-time access to multiple sections of text (‘verbatims’), and new security and administration capabilities.  In addition, users can take advantage of a host of new reports and dashboards, all of which amount to a greater focus on a universal view of the customer.

The new release coincides with the launch of Clarabridge’s EMEA headquarters, which will be based in West London and headed by Darren Jaffrey, who was formerly COO at talent management start-up, MrTed and senior vice president at Taleo.

“The rise of social media means that consumers are using a host of new technologies from mobile commerce to tablets to channel their feedback,” commented Darren Jaffrey, general manager of Clarabridge EMEA.  “At the same time, they are increasing their use of more traditional media such as surveys, chat rooms and call centres. The global nature of today’s consumer is forcing companies to think more broadly about a universal view of their customer, looking across cultures, time zones and media. Our new EMEA Headquarters means that Clarabridge is now in a great position to support more companies outside the US.”

“Smart phones have become ubiquitous in the landscape of everyday life and as tablets extend the reach of more and more people, the volume of conversations a person has about a product, brand or service has increased exponentially,” said Sid Banerjee, president and CEO, Clarabridge. “By embedding a host of social media source vendors and expanding the multi-lingual reach of our platform, we’re enabling our customers to be truly global in listening to the voice of their customers. Further, the social media aggregation and increasingly advanced analytics available right within Clarabridge allows users throughout an organisation to extract actionable insights to help them and their companies become leaders in customer loyalty and retention.”

Clarabridge Tower release now offers Enterprise and Professional users a variety of product enhancements including:

VOC source framework:  Now, users can directly access data pulled from Lithium, NM Incite Buzzmetrics and Radian6 without leaving the Clarabridge interface.  They get faster access to the conversations and insights that can make the difference in keeping customers loyal, and the framework is designed to easily add more sources over time.
Language pack framework: Customers can get a truly international view of the customer with the addition of full NLP and sentiment analysis in French and Portuguese (to the existing English and Spanish versions already available), and the creation of an extensible language pack framework for easy addition of full NLP/sentiment support of additional languages in the future.
Enhanced analytics capabilities: Users can take advantage of word and linguistic connection “word clouds”, enhanced charting and dashboards, new, more robust graphs, and improved sharing of filters, category models and reports. These features provide dashboard to data access in seconds and multiple ways to analyse data directly in the Clarabridge environment.
Advanced administration: Broadening access to the insights available in Clarabridge is now easier, with enhanced and simplified administration features.
New APIs: Two new APIs are now available for directly connecting to the Clarabridge platform for real-time multi-verbatim processing and project creation.