Serendio Debuts SaaS-based Customer Experience Analytics Solution

Serendio, a provider of Text Mining software products and solutions, has launched its Customer Experience Analytics, or “CxA,” solution under a SaaS (News - Alert) model. 

This solution, as stated, is aimed at Market Researchers and Customer Care organizations, who can now have access to an on-demand Text Analytics platform to derive actionable insights from all forms of qualitative customer feedback. It brings together social media content, and other forms of insightful unstructured content - emails, call center narratives, and qualitative surveys, enabling a 360 degree analysis of the consumer voice.

Built on Serendio's flagship Text Analytics platform – DisKoveror, the CxA is said to leverage natural language processing and advanced statistical/linguistic techniques for deeper analysis of qualitative content.

Key features of CxA includes; Facility to aggregate and analyze customer feedback from any listening post, business taxonomy support for deeper and precise analysis, automatic identification of key topics and themes from the conversations around the business, brand and products, flexible delivery and configuration options.

“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,” said Ravi Condamoor, founder and CEO at Serendio Inc. “Our SaaS offering makes it quick and easy to leverage the power of text analytics for understanding the customer voice.”

Condamoor also believes that Market Researchers will like Serendio’s 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. Mentioning about the benefits that customer care professionals can have with CxA, Condamoor said that they can use the solution to correlate findings in social media with their internal call center narratives amongst other things. 

The company also clarified that the new offering is a rich, user-friendly portal for rapid and easy viewing of the analytical results with drill down to the individual verbatim. The solution can be configured for a long-term subscription or in a short, project mode.