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Serendio Announces SaaS-based Customer Experience Analytics (CxA) Solution
Date:3/10/2010

Market Research and Customer Care firms now have access to an on-demand Text Analytics platform to derive actionable insights from all forms of qualitative customer feedback

(PRWEB) March 10, 2010 -- Serendio, a leading provider of Text Mining software products and solutions, announces 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, C
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Source: PRWeb
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