|By Business Wire||
|September 25, 2012 11:28 AM EDT||
Clarabridge, Inc., the leading provider of Customer Experience Management (CEM) powered through sentiment and text analytics, announced that it has launched the Clarabridge App on the Salesforce.com App Exchange. The release allows Salesforce.com users to leverage intelligent routing during customer-service interactions to streamline and improve efficiency in the customer service experience. The Clarabridge App joins the already available integrations of Clarabridge in the Radian6 Insights Ecosystem and the Out-of-the-Box Salesforce connector in the Clarabridge Connector Framework.
The new App enables users to automatically review support cases housed in Salesforce.com. The data is sent through Clarabridge, tagged for categorization and sentiment for further assessment. Cases can then be routed to the most appropriate customer-service agent based on expertise, customer level, topic or sentiment to take the next step in the interaction. The offering allows organizations to gain a deeper understanding of customer feedback, product or service issues, and brand experience while achieving additional efficiency.
“At Clarabridge, we know the value of having a holistic understanding of the Voice of the Customer, regardless of the data source,” said Sid Banerjee, CEO, Clarabridge. “Partnering with Salesforce.com allows organizations to glean a richer and more granular understanding of their customer, improve the customer experience, and bolster overall brand posture.”
Clarabridge is the leading provider of Customer Experience Management (CEM) powered through sentiment and text analytics. Clarabridge enables Global 1000 enterprises to achieve a universal understanding of their customers by automatically collecting, classifying, scoring sentiment and analyzing qualitative data found in voice-of-the-customer feedback channels. Insights extracted result in improved marketing, product/service offerings, operations and customer service across an organization. Clarabridge customers include B/E Aerospace, Charming Shoppes, Inc., Choice Hotels, Dell, Expedia, Fidelity, Gaylord Hotels, Intuit, J.D. Power, L’Oréal, Marriott International, PetSmart, QVC, Inc., Sage North America, United Airlines, Walmart, Walgreens, and Wendy’s International. Clarabridge is privately held with offices in Reston, Va. and London, U.K. For more information, visit http://www.clarabridge.com or on Twitter: @clarabridge.