New analytics solution mines for customer and market insights across vast volumes of data
London, UK and Oslo, Norway and New York, NY: 23 July 2014: Confirmit today announces the launch of Confirmit Genius™, an innovative software solution for text and social media analytics. Confirmit Genius provides a powerful addition to Confirmit’s suite of solutions for Customer Experience, Employee Engagement and Market Research.
Answering the rapidly growing need for organisations to gain insights from the large volumes of unstructured feedback and content they gather, Confirmit Genius has been well received by customers and prospects alike. The solution uses advanced statistical techniques to assign categories and determine the sentiment by category for all types of unstructured text, including verbatim survey responses, social media feedback, web analytics, call centre records, CRM data and more.
According to a February 2014 report entitled “How To Use Text Analytics In Your VoC Program” by Jonathan Browne, senior consultant at Forrester Research, Inc: “Our analysis of the market shows that text analytics helps organisations provide more intelligent service recovery, drive continuous improvements in operations, and supercharge executive decision-making.”
Terry Lawlor, EVP Product Management, Confirmit, explained: “Today there is too much content and too little insight. Confirmit Genius addresses this challenge by mining both solicited and unsolicited free-form content, organising the feedback according to the categories important to each business, analysing complex and sometimes conflicting sentiments held within each piece of content, and linking to other data sources to provide wider context.”
Two editions are available: Confirmit Genius Text Analytics, which provides categorisation and sentiment analysis for free-form text, including verbatim and other unstructured survey data; and Confirmit Genius Social Analytics which captures social media feeds, online media feeds, forum comments, blogs and more, and provides a powerful environment for analysing this data.
The two editions are integrated so that all social media feeds can be categorised and have a sentiment associated with each category. Confirmit Genius Text Analytics also integrates with Confirmit Horizons™, ensuring that any free-form text captured into Confirmit SmartHub™ has the same categorisation model applied and uses the same sentiment engine.
Terry Lawlor continued: “Confirmit’s suite of solutions gives our customers the unique ability to correlate the Voice of the Market with the Voice of the Customer, enabling them to uncover ‘hidden truths’ and easily adjust course to improve business performance. This is a very powerful capability for businesses across all sectors.”
For further information about Confirmit Genius, please visit http://www.confirmit.com/what-we-do/product/confirmit-horizons/text-analytics.aspx.
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Confirmit is the world’s leading SaaS vendor for multichannel Voice of the Customer, Employee Feedback, and Market Research applications. The company has offices in Oslo (headquarters), Chengdu, Cologne, Grimstad, London, Moscow, New York, San Francisco, Vancouver, and Yaroslavl. Confirmit’s software is also distributed through partner resellers in Madrid, Milan, Salvador, Sydney, and Tokyo.
Confirmit powers Global 5000 companies and Market Research agencies worldwide with a wide range of software products for feedback / data collection, panel management, data processing, analysis, and reporting. Customers include Aurora, British Airways, Cross-Tab, Dow Chemical, Farmers Insurance, GfK, GlaxoSmithKline, GMO Research, JTN Research, Keep Factor, Morehead Associates, Nielsen, Research Now, Swapit, Swisscom, Symantec and The Wellcome Trust. Visit www.confirmit.com for more information.
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