Partners Make Open-Ended Commitment

Research software provider Confirmit and text analytics specialist Clarabridge have formed a partnership aimed at refining the value of open-ended customer responses.

Confirmit captures data through IVR, telephone, kiosk, handheld devices and paper scanning, in addition to the web; and then uses dashboard reporting to deliver actionable, real-time insight.

Clarabridge specialises in the capture and analysis of customer feedback found in channels such as call center notes, qualitative survey feedback, Web 2.0 content, online consumer forums, and social media sites. It uses Natural Language Processing to automatically classify and assign a sentiment score to the feedback for analysis.

The partners say their new relationship will also enable clients to add targeted questionnaires to all stages of the 'customer journey'.

'Open-ended customer comments add a breadth and depth of context to feedback,' stated Henning Hansen, President and CEO of Confirmit. 'This partnership represents a significant step forward in enabling businesses to move beyond customer satisfaction scores by combining qualitative and quantitative data into a comprehensive Voice of the Customer program.'

Web sites: www.confirmit.com and www.clarabridge.com .