Confirmit and Clarabridge team to convert unstructured feedback into insight

2nd Dec 2011

A technology partnership is promising to allow companies to transform customer feedback in unstructured formats into valuable insight into customer behaviour.

Confirmit, which powered over 150 million Voice of the Customer (VoC) and Market Research surveys in 2010, is to collaborate with and text analytics software specialist Clarabridge.
Text based, unstructured data sources, such as email, social media, verbatim survey responses and other freeform text, account for 80% of collected business data. But ineffective and cumbersome manual processes required for interpreting results, these sources are often omitted from analyses. 
Confirmit’s text analytics application, powered by Clarabridge, now enables users to include text based customer feedback into their business insights in order to make smart business decisions and to create successful VoC and CEM programs. This feedback integrates into Confirmit’s multi channel VoC and Market Research platform.
Henning Hansen, President and CEO, Confirmit, said: “With the rapid proliferation of unstructured data, companies must have a sustainable mechanism for sentiment and text analytics. Our partnership with Clarabridge provides organisations with an integrated platform for a single view of the customer experience.”
“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.”

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