Convergys Analytics Partners with Clarabridge to Expand Text Analytics Capabilities
Analytics just got more powerful, thanks to a strategic technology partnership that Convergys, a global leader in customer management, announced today with Clarabridge, Inc., the leading provider of intelligent Customer Experience Management (CEM) solutions for the world’s top brands.
This partnership combines Convergys’ customer experience analytics solutions with Clarabridge’s CEM text analytics offerings, bringing clients a deeper level of insight from a broader range of techniques. Convergys Analytics will now be enabled to deliver clients a powerful solution that combines Clarabridge’s Intelligence Platform with analytic insight services in a seamless delivery model – allowing quicker implementation, lower total cost of ownership, and more impactful business recommendations.
Convergys Analytics will leverage the Clarabridge platform to deliver more robust analysis of both structured and unstructured customer feedback data from myriad data sources – including customer surveys, contact center agent notes, chat sessions, and social media. Additionally, Convergys will provide a professional services wrapper designed to guide deeper exploration and improved outcomes. This capability will expand and build upon Convergys’ extensive Voice of the Customer history and experience by incorporating additional customer “listening posts” into more traditional customer survey feedback processes while ensuring a quicker implementation and more impactful business recommendations.
“Our partnership with Clarabridge gives our clients better information to make their customer experience a competitive advantage,” said Mike Cholak, Vice President of Convergys Analytics. “We’re pleased to be able to offer unique approaches to fixing our clients’ customer experience challenges.”
“Clarabridge is focused on helping every business activate customer experience improvements and our ecosystem of partners is a critical part of our success. Businesses that work with us will achieve faster results and higher customer satisfaction, ultimately delivering happier customers.” said Sid Banerjee, CEO Clarabridge.
About Convergys Analytics: The Convergys Analytics team of researchers, analysts and consultants applies a sophisticated portfolio of tools and methods to lower costs and improve the customer experience. By focusing exclusively on three outcomes – improving loyalty, driving revenue, and lowering costs – our model is the strategic answer to transforming interactions into a competitive advantage. For information, visit www.convergys.com/analytics.
About Clarabridge, Inc.: Clarabridge helps the worlds leading brands improve their customer experience. Using advanced text analytics, Clarabridge channels all forms of customer feedback to their workforce to empower bold moves and decisive action that results in happier customers. For more information, visit www.clarabridge.com.
Convergys delivers consistent, quality customer experiences in 47 languages and from more than 150 locations around the globe. We partner with our clients to improve customer loyalty, reduce costs, and generate revenue through an extensive portfolio of capabilities, including customer care, analytics, tech support, collections, home agent, and end-to-end selling. We are committed to delighting our clients and their customers, delivering value to our shareholders, and creating opportunities for our talented, caring employees, 125,000-strong in 31 countries around the world. Visit convergys.com to learn more about us.
©2014 Convergys Corporation. Convergys logo is a trademark of Convergys Corporation. Clarabridge is a trademark of Clarabridge, Inc.