The deal will help Qualtrics to combine survey feedback with sentiment analysis.
Qualtrics this week announced that it has entered into a definitive agreement to acquire Clarabridge, the leader in omnichannel conversational analytics, in a stock transaction valued at $1.125 billion.
Clarabridge’s AI-powered platform allows companies to capture and analyze customer feedback from indirect sources. These include social media, emails, support calls, chats and product reviews.
Their platform is able to discover and understand critical human nuances, according to the company. Such nuamces include effort, emotion, and intent,
Clarabridge uses natural language understanding that covers 23 languages and over 150 industry models. This, they say, helps organizations discover how easy or challenging it was for a customer to accomplish their goal. It can also gauge the intensity of a customer’s feelings about the experience. The platform then determines how that experience is likely to affect their willingness to do business with the company again.
The Qualtrics platform enables organizations to ask their customers and employees questions to better understand how they’re feeling about their company, products and brand experiences. Customers can then use that data to take action across their business.
A winning combination for business intelligence
With these two platforms, organizations will be able to analyze and act on everything customers and employees are saying. They can determine these sentiments wherever they’re saying it, all on one experience management platform.
“With our acquisition of Clarabridge, we’re accelerating our growth and leadership as the world’s #1 experience management company and taking the category we created to an entirely new level,” said Qualtrics CEO Zig Serafin.
“Together, we’ll give companies even greater power to build deep, trusted relationships with their customers and employees and deliver incredible experiences that everyone will love.”
Clarabridge CEO Mark Bishof agreed. “Clarabridge’s ability to help companies discover what their customers are saying about them across unstructured sources and provide meaningful, actionable insights is a perfect complement to the Qualtrics platform,” he said.
“What we deliver is far more powerful as part of Qualtrics, and we have an incredible opportunity to accelerate our growth and innovation as part of the world’s #1 experience management company.”
16 hours ago
