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How To Really Hear The Voice of the Customer

by Jennifer Zaino There’s a whole lot of customer information out there, including the verbatim comments companies record as part of customer call center surveys or other voice-based interactions. At Verizon Wireless, for example, more than 190 million customers call in daily, weekly and monthly, and sound bites from them during after-call surveys, each a […]

RoadMap Your Text Analytics Initiative

by Jennifer Zaino What best practices should inform your company’s text analytics initiatives? Executive Lessons on Modern Text Analytics, a new white paper prepared by: Geoff Whiting, principal at GWhiting.com and Alesia Siuchykava, project director at Data Driven Business provides some insight. Contributors to the lessons shared in the report include Ramkumar Ravichandran, Director, Analytics, […]

Clarabridge Goes Straight To The Customers’ Mouth To Analyze Call Center Interactions

by Jennifer Zaino Customer experience management vendor Clarabridge wants to bring the first-person narrative from call center interactions to life for marketing analysts, customer care managers, call center leaders and other customer-focused enterprise execs. With its just released Clarabridge Speech, it now brings via the cloud a solution that integrates Voci Technologies’ speech recognition smarts […]

Alta Plana Takes The Pulse Of Text Analytics

by Jennifer Zaino Seth Grimes, president and principal consultant of Alta Plana Corp. and founding chair of the Sentiment Analysis Symposium, has put together a thorough new report, Text Analytics 2014: User Perspectives on Solutions and Providers. Among the interesting findings of the report is that “growth in text analytics, as a vendor market category, […]

Daedalus Takes Meaning-As-A-Service To Excel, GATE And CMS Systems

by Jennifer Zaino Daedalus (which The Semantic Web Blog originally covered here) has just made its Textalytics meaning-as-a-service APIs available for Excel and GATE (General Architecture for Text Engineering), a JAVA suite of tools used for natural language processing tasks, including information extraction in many languages. Connecting its semantic analysis tools with these systems is […]

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