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CustomerCount Partners with Keatext Text Analytics

CustomerCount, provider of an online customer feedback management system, is partnering with Montreal based Keatext to incorporate the option of text analytics into its system.

By capturing unstructured data and reporting it in a structured format, organizations are able to determine the context and frequency of words and phrases, according to Bob Kobek, president of CustomerCount.

CustomerCount will use the new enhancement for text categorization, text clustering, concept/entity extraction, production of granular taxonomies, sentiment analysis and document summarization enabling the identification of patterns within comments in surveys to aid evaluation and interpretation of the output, explained Kobek.

There is "a gold mine" of important information in people’s verbatim comments, added Charles-Olivier Simard, vice president of Keatext, noting that the partnership will help CustomerCount unlock valuable feedback and help translate that into actionable information to improve customer experience.

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