Every day, millions of consumers use the social web to share opinions and experiences about products and services. SMS, IVR transcripts, email, and web comment are other touch points that allow customers to interact with companies. CxA helps you connect with all these listening posts and understand the meaning of all customer conversations so you can take informed actions to make product, service delivery, and branding improvements... faster and better.

Highlights

Aggregate and Analyze customer feedback from any Listening post
Aggregate user generated content from public web sites or qualitative text comments from internal interaction channels. Leverage structured attributes such as author, source, demographics, date, web analytics, behavioral or transactional data from any interaction channel for deeper drill down. Our Smart Connectors provide instant access to:

• Communities, Review sites, Micro-blogging (twitter), Forums, Blogs
• SMS, RSS feeds
• Web forms, Email, Surveys, Call center transcripts

Business vocabulary support for deeper and precise analysis

We support more than a keyword set for monitoring and analysis. With support for a hierarchical product and feature catalog, CxA provides detailed analysis on the product level. We can tell you how opinions about your products (and your competitors') develop over time, what people like and dislike and which websites are the most influential information sources for a certain product category. Marketing/Product managers can leverage the brand/product sentiments to improve branding and faster product innovation.

Identify and track changes in sentiment

CxA will identify the trend and explain changing customer sentiment before it impacts your business.

Competitive Analysis

Using our patent-pending Sentiment analysis engine, we can identify what people are saying about your brands and products. Our sentiment score shows how positive or negative people's opinions currently are. And we provide the same data for your competitors, so you know immediately where you stand in the market.

Topic Analysis

Through our Classification engine, we are able to identify key topics and themes from the conversations around your business, brand and products. This helps you to know the trends and identify key concerns your customers have.

On-line Buzz Analysis

Our Buzz analysis measures the relative volume of online conversations across multiple brands and products and content sources. This helps in crafting a targeted marketing stratgey to attract and retain your customers.

Delivery Options

Our services are delivered on a subscription basis through three flexible channels:

1. A rich user-focused portal for rapid and easy viewing of the
   analytical results.
2. An Application Programming Interface (API) which allows clients to directly integrate the Serendio analytical results into their own applications.
3. Data feeds which deliver the analytic results in files for additional processing or analysis.