Collaboration enables companies to easily transform customer feedback into actionable business insight to create successful Customer Experience Management (CEM) programmes and produce measurable ROI

London, UK and Oslo, Norway and New York, US and Reston, US: - 1 December  2011: Confirmit, which powered over 150 million Voice of the Customer (VoC) and Market Research surveys in 2010, and Clarabridge, Inc., the leading provider of sentiment and text analytics software to Global 1000 companies, today announced a new partnership that will enable enterprises to fully leverage unstructured data in order to drive VoC, CEM and research programs, while producing tangible ROI. 

Text based, unstructured data sources, such as email, social media, verbatim survey responses and other freeform text, account for 80 percent of collected business data.  However, due to ineffective and cumbersome manual processes required for interpreting results, these sources are often omitted from analyses.  Confirmit’s advanced text analytics solution, powered by Clarabridge, now enables users to easily transform text based customer feedback into valuable business insights in order to make smart business decisions and to create successful VoC and CEM programs, while producing quantifiable ROI. This feedback seamlessly integrates into Confirmit’s multi channel VoC and Market Research platform.

“With the rapid proliferation of unstructured data, companies must have a sustainable mechanism for sentiment and text analytics,” said Henning Hansen, President and CEO, Confirmit. “Our partnership with Clarabridge, whose sophisticated text analytics software suite is used as a standard across Fortune 1000 enterprises, provides organisations with an integrated platform for a single view of the customer experience.  The collaboration demonstrates our commitment to delivering cutting edge technology solutions to our customers.”

“To attain competitive advantage in today’s business environment, businesses must automate and centralise the collection, analysis and organisation of all feedback data - structured and unstructured,” added Sid Banerjee, CEO of Clarabridge.  “The multi channel Confirmit solution enables enterprises to eliminate data silos and view all data in a single platform.”