Clarabridge Upgrade Brings ‘Power of Voice’ to Customer BI 
Clarabridge is making it easier and more effective to bring the power of a customer’s voice to analytics and BI. The company’s Enterprise 4.1 adds data visualization, wizards and rapid set-up capabilities.
Clarabridge, a leading provider of text analytics software for customer experience management, allows Global 1000 firms to automatically collect, classify, apply sentiment analysis, and report on text-based verbatims found in voice of the customer feedback channels.
Clarabridge Enterprise 4.1 is among a growing array of products which reflects a growing interest in powering business intelligence investments with in ‘text mining’ and ‘sentiment analysis’ technologies. The goal: To derive better understanding of customer intent and activity from tapping into the ‘voice’ of the customer.
Clarabridge Enterprise 4.1 brings these latest features.
Sentiment intensity enhancements: To provide a more accurate depiction of customer feedback, Clarabridge’s enhanced sentiment capabilities can weight words a customer uses to describe an experience based on their own individual preferences, utilizing the full range of words that express an emotion or feeling.
New embedded data visualization and reports: Users can now access greatly enhanced data visualizations which include both unstructured and structured data. Utilizing pie graphs, bar graphs, trend line, and time-based motion graphs, users have more power to deeply analyze data directly within the Clarabridge Navigator interface.
Added wizards and templates: Step by step wizards to guide users through the complete process of setting up a project, from creating projects to loading data to running categorization.
Enhanced anaphora support: Users now have improved resolution of pronouns like “it,” aligning it to the appropriate noun/subject for more accurate categorization and sentiment results.
Clarabridge is also available on a self-service SaaS basis.
Inside ‘Text Analytic’ for Customer Business Intelligence
Clarabridge customers include AOL, B/E Aerospace, Capital One, Choice Hotels, Expedia, Gaylord Hotels, H&R Block, Intuit, Marriott International, QVC, Inc., Sage North America, United Airlines, Walmart, Walgreens, and Wendys International.
Earlier this year, QVC, the online and television retailer adopted Clarabridge for Text Analytics for Real-Time Customer Intelligence
QVC is using ‘text analytics’ from Clarabridge’s Content Mining Platform to garner real-time customer information in order to improve customer service.
QVC will use Clarabridge to track and access customer intelligence from a variety of formats including call center communications, customer e-mails, surveys, product ratings and reviews, and online forums and blogs. The Clarabridge product will help QVC analyze this information so it can make the right decisions about how to best service its customers, said Dan McDermott, senior vice president of customer services at QVC, in a statement.
“QVC has been interested in text analytics tools for a long time, but we fast-tracked the effort in view of the substantial rise in the data we were seeing, particularly from social media sources,” McDermott added.
