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Serendio Announces Availability of Customer Experience Analytics Solution

Originally published March 10, 2010

Serendio, a leading provider of Text Mining software products and solutions, recently announced the general availability of their Customer Experience Analytics (CxA) solution under a SaaS model. This offering, targeting Market Researchers and Customer Care organizations, is designed to bring together social media content, and other forms of insightful unstructured content - emails, call center narratives, and qualitative surveys, for a holistic 360 degree analysis of the consumer voice.

CxA was built on top of Serendio's flagship Text Analytics platform - DisKoveror, thus leveraging natural language processing and advanced statistical/linguistic techniques for deeper analysis of qualitative content.

CxA highlights include:

Aggregate and Analyze Customer Feedback From Any Listening post

  • Aggregate and analyze user generated content from social media and qualitative text comments from internal interaction channels. Extract structured attributes such as author, source, demographics, date, web analytics, behavioral or transactional data from any interaction channel for deeper drill down. With an in-built Smart Connector framework, content harvesting is easily extended to subscription sources, emails, call center narratives, social media or any source that requires specialized programming to access them.
Business Taxonomy Support For Deeper And Precise Analysis
  • With comprehensive taxonomies and dictionaries specific to Retail, Banking, Healthcare, Telecom and many more available out-of-the-box, CxA allows analysts to go far beyond the general keyword-driven monitoring and analysis platforms. With support for a hierarchical brand/product/service and feature catalog, CxA provides detailed analysis of the customer's needs, wants and perceptions at various levels. Brand and product managers can leverage the brand/product/feature sentiments to improve branding and product innovation. Customer care analysts can do root cause analysis and be better prepared for emerging issues.
Topic Analysis
  • CxA's classification engine helps in the automatic identification of key topics and themes from the conversations around the business, brand and products. Thus key concerns of consumers can be unearthed without requiring the usage of formal surveys or panels. Topic Analysis allows researchers to uncover trends that are emerging within and among conversations thus allowing for early insights into customer wants and needs.
"The benefits of a robust Text Analytics platform though well understood by Market Researchers and Customer Care professionals, adoption of such technology was poor, primarily because of the cost and resources required to deploy this. Our SaaS offering makes it quick and easy to leverage the power of text analytics for understanding the customer voice. Market Researchers absolutely love our offering as they now have a simple and easy way to establish an always-on focus group by connecting to social media and analyze the conversation. Customer care professionals use CxA to correlate findings in social media with their internal call center narratives amongst other things," said Ravi Condamoor, Founder and CEO of Serendio Inc.