New Clarabridge Text Mining Solution Converts Social Media Content Into Actionable Customer Intelligence


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Clarabridge SMA is the first solution that integrates social media content with internal enterprise feedback for more meaningful analysis of customer data

RESTON, VA. (Sept. 28, 2009) – Clarabridge, the leading provider of text mining software used by many Global 1000 companies to improve customer experience management (CEM), has launched Clarabridge Social Media Analysis (SMA), the industry’s first advanced text analytics software that allows companies to integrate social media content into their existing internal enterprise feedback to create more useful customer analysis.

Clarabridge SMA accesses social media content from Alterian’s TechrigySM2 growing warehouse of social media content, which currently houses nearly 3 billion pieces of data from blogs, Facebook, Twitter, YouTube, MySpace and other social media sites. SMA then automatically removes unwanted content, sorts actionable from non-actionable topics, and applies enhanced meaning and context to conversations using included Natural Language Processing, classification, and sentiment scoring engines. Clarabridge SMA users can create custom web-scraping routines to access product review sites, discussion forums, and subscription sites, as well as integrate with internal data sources, such as emails, call center notes, and surveys, whereby giving them an unprecedented 360-degree view of customer experiences, opinions, and issues both online and offline. Clarabridge counts a leading retailer as its first customer to recently deploy SMA.

“Analysis of text-based social media content is a natural evolution for our customers who already analyze surveys, call center data as well as targeted websites, ” said Sid Banerjee, chief executive officer at Clarabridge. “Current solutions on the marketplace focus on assisting the social media teams, but our solution also allows product management, customer service and other areas in the enterprise to draw upon that data.”

Clarabridge SMA can be deployed as a stand-alone solution, accessing only social media content, or as an add-on to existing Clarabridge text mining software implementations. It includes a full suite of reporting, visualization, predictive analytics, and early warning alerts that provide product, service, marketing, operations and other teams with an enhanced understanding of content. It also incorporates a new user interface powered by Techrigy to help marketing and PR teams immediately monitor and participate in social media conversations. Users enterprise-wide can now ultimately listen, analyze, act upon, and measure customer experiences across every internal and external feedback channel.

Today, over 50,000 business users at many of the world’s largest companies are using Clarabridge’s text mining software to stay competitive by improving products and services, reducing churn and improving their customer’s overall experience. Clarabridge’s clients include AOL, Capital One, Choice Hotels, Cisco Systems, Inc., Expedia, Gap, Inc., Gaylord Entertainment, H&R Block, Intuit, Inc., Lowe’s Companies, Marriott International, Oracle, Sage Software, Walmart, and Walgreens, among others.

About Clarabridge
Clarabridge is the leading provider of text mining software for customer experience management. The Clarabridge Content Mining Platform™ provides Global 1000 enterprises an analytical view of text-based verbatims found in consumer feedback channels such as call center notes, qualitative survey feedback, Web 2.0 content, online forums, social media sites, reviews and customer warranty forms. As a result, businesses can improve marketing, product/service management and customer service delivery. Clarabridge is privately held with headquarters in Reston, Virginia. For more information, visit

About Alterian
Alterian (LSE: ALN) empowers organizations to create relevant, effective and engaging experiences with their audience that help build value and reinforce commitment to their brand, through the use of the Alterian Integrated Marketing Platform. Alterian drives the transformation of marketing and communications, making it practical and cost-effective for companies to orchestrate multichannel engagement with the individual.

Alterian’s unprecedented integration of analytics, content and execution through industry leading tools, such as the Dynamic Messenger email platform, award winning Content Management solutions and social media monitoring and analysis tool TechrigySM2, enables companies to build integrated communication strategies which create a true picture of the individual.

Alterian works with marketing services partners, system integrators and agencies who recognize the need to plan and deliver coordinated customer engagement services in partnership with their clients. For more information about Alterian, products within the Alterian Integrated Marketing Platform or Alterian’s Partner Network, visit or the Alterian blog at

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