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www.clarabridge.com Clarabridge Enterprise Transforming Customer Feedback into Actionable Insight Quick to Deploy Built for CEM Enterprise Class VERBATIM customer feedback actionable insight MINING STRU D DATA unstructured data natural language processor The world’s largest companies power their Customer Experience Management (CEM) initiatives with text mining software. And many of them confirm —value that ranges from improved loyalty and satisfaction, decreased operational community of customers and partners. Our clients succeed when partnered with Clarabridge, because we offer the only text mining software designed for customer for flexibility and performance. Built for Customer Experience Management Quick to Deploy Enterprise Class B y enabling successful deployment of C programs—the practice of actively and measuring the impact of those decisions to drive organizational performance and loyalty—Clarabridge drives significant, quantifiable benefits for our customers. With the potential to impact your entire organization, our solution is truly transformative. Customer Care Operations Product Executives Clarabridge Navigator Enterprise Architecture Clarabridge Administrator Internal Sources Surveys Call Center Notes Emails/Chats Transcripted Audio Web Forums Ad hoc Uploader External Sources Social Media News Review Sites Collect Gather customer feedback from every conceivable source. Natural Language Processing Engine Analysis Preparation Structured Data Joiner Sentiment Scoring Classication Suite Analysis Database Transform Process, categorize and score every aspect of each verbatim. Reports and Visualizations Early Warnings and Alerts Social Media Ad hoc Analysis and Exploration Deliver Make actionable insights accessible across your organization. Collect Clarabridge nterprise integrates the broadest continuum of customer feedback, regardless of channel, from internal and external sources, in structured and unstructured format, and in any Internal Sources such as surveys, call center notes, transcribed calls, and chat/email exchanges. We also integrate External Sources of feed back from social media and other consumer-generated content. Clarabridge contains robust s, web content scrapers, and even a survey delivery module. dministrators control the frequency of data pulls, but analysts and business users can enter their own data Transform fter collecting the feedback, Clarabridge extracts linguistic content, categorizes and assigns sentiment scores to distinguish the who, what, how, and why of any Natural Language Processing (NLP) Engine understands the syntax and context of all the elements of the text—the parts of speech and entities, facts and the linguistic clauses and relationships. his exhaustive approach to NLP creates a foundation to ensure the resulting analysis is comprehensive and accurate. The Structured Data Joiner ensures that any structured data, which typically includes identifying information, remains with the text written by the customer. Clarabridge can also use structured information to pull additional email address from a web form, for example, may identify the individual providing feedback as a gold-level customer. Clarabridge performs advanced sentiment scoring for tremendous insight about attitudes expressed in your feedback. Our advanced Sentiment Scoring automatically understands negation, conditional sentiment, and other linguistic nuances to provide a accurate context. Our solution even permits tuning of sentiment via the Clarabridge navigator interface to allow for concepts specific to your organization or industry. For instance, “thin” is a positive concept for cell phones, but a negative one for linens in a hotel. fter Clarabridge performs sentiment analysis, we Classification Suite for organizational and analytical purposes. Clarabridge accelerates deployment as our efficient approach ensures minimal manual effort by your team. he process includes auto-classification to create an initial model based on the data; classification templates; rules-based classification; and machine learning, where the software learns and refines the model over time. his industry leading approach creates an optimum level of precision and recall with the least amount of effort. ll of the NLP output, structured data mapping, sentiment details and classification results are stored in our Analysis Database , ready for Analysis Preparation . t this point, Clarabridge enables statistical analysis, the alerts for early warnings and populates our standard reports. Deliver ecause Clarabridge makes data accessible from a variety of interfaces, anyone in your enterprise regardless of role or department can receive critical voice of the customer intelligence, when and how they need it. Our solution can deliver role-specific Reports and Visualizations to hundreds or even thousands of business users through your existing business intelligence platform or via Clarabridge’s embedded standard reports. any given moment, countless users can quickly spot emerging issues, praises or experiences that are relevant and actionable. Users of our Ad-Hoc Analysis and Exploration interface can quickly and securely search, explore, organize, and analyze text from words, linguistic elements, sentiment, and structured data to filter, report, classify and drill into the root cause. easy way of understanding the implications of customer feedback. Clarabridge provides built-in statistical Early Warnings & Alerts Our software monitors the feedback for comments that exceed defined thresholds. ased on the configuration of the system, Clarabridge proactively notifies individuals through reports, patterns of feedback that may indicate an issue. Social Media Analysis focuses on verbatim from With access to a growing social media warehouse and other online content through advanced web scraping software, your organization expands its understanding of your customers and Implement Quick to implement, you can choose to license our solution, or you can opt for Clarabridge nterprise SaaS, a Software-as-a- Service (SaaS) subscription. Clarabridge Navigator is the first interface built specifically for business analysts and researchers. he interface enables non-technical users to work within the text-mining platform to tune category and sentiment models, conditions change. Designed with Enterprise Architecture our text prise-level. Our nalysis Database is optimized for scalable analysis, easily merged into an existing enterprise data warehouse, and automatically extended as part of the structured data integration process. he Clarabridge Administrator allows you to configure applications that automatically and continuously integrate feedback, to apply text transformation, and to load the output into the analysis database. workflow-based user interface allows the development and maintenance of multiple large-scale applications without any need for database development, coding, scripting, or linguistic work. LARA N AVI AT nable non-technical users to work within the text mining platform to tune category and sentiment models. LARA A DMINISTRAT Configure applications to automatically and continuously integrate feedback sources, apply text transformation and load output into the nalysis Database. RTS V ATI Deliver role-specific reports and visualization throughout the organization through any platform or via Clarabridge’s embedded standard reports. Revolutionizing Customer Experience Management merica’s most admired software companies provides financial solutions to more than 17 million customers. With remarkably high peaks in business every year at tax time, the software company manually evaluated only 1% of customer feedback. fter they selected Clarabridge, they found our comprehensive analytics drove improvements to product functionality, tion and loyalty by 20%, while also decreasing cost of servicing customers by millions. A t the core of a major hospitality enterprise’s success is the full integration of customer feedback to improve service and guest satisfaction. heir manual approach could only process feedback once a month, and it took an additional 3–4 weeks to deliver analysis. ll this changed with the deployment of our text analytics solution. he hospitality company now provides immediate actionable insight to management and on-property decision-makers, which have ranged from minor operational glitches to significant go/no-go decisions on property enhancements. A of data on frequent buyers. he Customer xperience Group was only able to process a small portion of feedback text. o streamline the delivery of information and to access both structured and unstructured data, this customer chose Clarabridge. oday, a centralized team provides actionable insight and alerts to hundreds of employees scattered across the enterprise. With access to quantitative and narrative feedback, the team can report on recurring issues, improve store operations, and effectively respond to customers. Clarabridge compiles the best available customer experience data to drive strategic and operational business decisions. Call today for a demo, and find out how our solution can transform your entire organization or check out our website to learn more about our company, our product, our Industries served: Consumer Packaged Goods Financial Services Healthcare High Hospitality nsurance anufacturing ntertainment estaurants elecommunications ransportation WWW. ARA C MMER E PARK DRIVE, S ITE ON VA 5712991800 I NFO RE QU T CL ARABRI DG E. CO