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News : Forrester Research Notes Confirmit in its VoC and Text Analytics Report
London, UK and Oslo, Norway and New York, NY 23 April 201 -- In its report, How To Use Text Analytics In Your VoC Program, of February 25, 2014, Forrester Research, Inc. evaluates text analytics technology that helps turn Voice of the Customer (VoC) data into insight. The analysis reviews programmes and strategies that help customer experience teams succeed with text analytics solutions. Confirmit, a global solutions provider for Customer Experience, Employee Engagement and Market Research, was one of two vendors cited for directly capturing unstructured feedback across all ten sources.
The most robust VoC programmes recognise the value of structured and unstructured data and according to the report, ‘adding text analytics to their VoC programmes lets companies uncover an additional layer of insights by sifting through and analysing large quantities of unstructured data - feedback in the customers' own words.'
The report examines a selection of thirty three solution providers and identifies text analytics as a critical market differentiator. It states that ‘text analytics helps organisations provide more intelligent service recovery, drive continuous improvements in operations, and supercharge executive decision making.
"We work to empower our customers to take full advantage of unstructured feedback from almost any data source, giving them an opportunity to achieve new levels of insight and a greater competitive advantage," said Henning Hansen, Confirmit President and CEO. "Our 2014 acquisition of Integrasco underlines our commitment to providing customers with the most comprehensive product suite for intelligence driven action and we believe Forrester Research's detailed industry analysis reinforces this commitment."
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Forrester Research is an independent technology and market research company that provides advice on existing and potential impact of technology, to its clients and the public.
Confirmit is a global provider of software for customer and employee feedback, as well as Market Research (MR). The company has more than 200 employees. Global 5000 companies and Market Research agencies use Confirmit’s wide range of software products for feedback/data collection, panel management, data processing, analysis, and reporting.
Published: Tuesday, April 29, 2014