Text analytics is evolving from a technology that simply analyzes text at the contact center into a technology that not only analyzes text, but also provides recommendations on how to react to customer sentiment in social media, according to Sid Banerjee, CEO of Clarabridge.

As companies and their customers have become more engaged in social media, they need to apply text analytics much as they have in the contact center, Banerjee says. There are a few important differences, however. Text analytics in social media is dealing....

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