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Beyond the Arc Expands Voice of the Customer Solutions

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February 17, 2012

Beyond the Arc Expands Voice of the Customer Solutions

By Anuradha Shukla, TMCnet Contributor

Beyond the Arc has expanded its Voice of the Customer solutions. The customer experience firm has leveraged the capabilities of sentiment and text analytics software provider Clarabridge (News - Alert) to this end.

Clarabridge software identifies trends across sources such as social media, public commentaries and regulatory filings, and identify areas of improvement for the customer experience.

Beyond the Arc aims to help financial service companies develop actionable insights from customers. Thanks to its Voice of Customer services, companies can analyze and effectively respond to customer feedback collected through touch points such as social media, call center reports and online communications.

The company will now be able to provide financial services firms that use Clarabridge with broader solutions that improve their customers’ experiences.

Financial institutions will be able to improve products and services across all lines of business by understanding what the customer is saying through social media and other channels.

“Clarabridge provides the tools needed to cut through the clutter and act on the huge volume of customer interactions collected from complex, multi-channel platforms, while Beyond the Arc leverages our technology in creating insights that are actionable and align directly with client needs,” said Sid Banerjee (News - Alert), CEO of Clarabridge.

“Our approach to Voice of the Customer can help companies pinpoint what consumers expect, and what products and services they’re actually willing to pay for,” said Steven Ramirez, CEO of Beyond the Arc.

Beyond the Arc, Inc., was in news last month when it decided to expand its Social Customer Insights by leveraging the social analytics capabilities of Attensity (News - Alert), a provider of text analytics for Customer Experience Management (CEM). Beyond the Arc’s expansion is an offshoot of the success it achieved on the initial launch of Social Customer Insights in October 2011, which combined social media data mining, strategic marketing and Voice of the Customer strategy.

Anuradha Shukla is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.

Edited by Jennifer Russell

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