Real-time customer engagement from Clarabridge

Clarabridge has introduced Version 5.5 of its namesake software, which has been designed as a centralized customer experience management (CEM) solution that allows organizations to collect, analyze and operationalize customer data across the enterprise. Version 5.5 also includes the new Clarabridge Engage module, a scalable content-driven CEM solution engineered to intelligently capture, route and respond to customer feedback in real time.

The company emphasizes the following features of Clarabridge 5.5:

• additional data connectors—including BazaarVoice and GNIP for real-time processing of the full Twitter Firehose;
• extended language capabilities—including full natural language processing (NLP) to support global voice of the customer and CEM initiatives (specific languages include English, Chinese, Dutch, French, German, Italian, Portuguese, Russian, Spanish and Japanese);
• enhanced analytics with custom calendars to map specific business operations; and
• the integrated CEM engagement hub, which analyzes both external sources of customer feedback such as social media and internal sources such as e-mail or surveys.