Sysomos, Clarabridge, Team Up to Deliver Multichannel Customer Analytics



Sysomos, a social intelligence solutions provider and a Marketwired company, and Clarabridge, a provider of Customer Experience Management (CEM) solutions, anounced a partnership to deliver social intelligence and analytics.

Sysomos will share its social data with Clarabridge's intelligent CEM solution, resulting in a seamless integration of social monitoring and intelligence with multisource analytics and consumer engagement at an enterprise scale. 

"Creating the ultimate customer experience begins with listening to feedback and understanding the sentiment behind it," said Jim Delaney, Marketwired CEO, in a statement. "This partnership with Clarabridge gives enterprise-level businesses and large brands an integrated solution that provides deeper insight into the attitudes of their target audiences."

The combined offering from this partnership enables clients to listen to all conversations across all channels -- whether in the form of a survey, call center notes, emails, chat, or social conversations -- and to gain valuable insights about engagement with and about a brand. Decision-making aimed at optimizing customer experience, loyalty and satisfaction becomes more focused and meaningful.

"Brands today live and breathe by listening to customer feedback, leveraging it to drive their messaging and content, and engaging with them in real-time," said Sid Banerjee, Clarabridge CEO, in a statement. "Our partnership with Sysomos delivers a vast scope of social media data and intelligence that, combined with customer feedback from all channels-and teamed with deep analytics ready for action throughout the organization-gives clients an enhanced perspective on their business. More specifically, Clarabridge now offers an even more complete, 360-degree view of the customer experience."