[February 17, 2012] Beyond the Arc Uses Clarabridge for Voice of the Customer Solutions Tweet Feb 17, 2012 (Close-Up Media via COMTEX) -- Beyond the Arc, a customer experience firm that helps financial service companies develop actionable insights from customers, announced the expansion of their Voice of the Customer solutions by leveraging the capabilities of Clarabridge, a provider of sentiment and text analytics software. According to a release, the relationship will enable Beyond the Arc to provide financial services firms that use Clarabridge with broader solutions that improve their customers' experiences. Beyond the Arc's Voice of Customer services help companies analyze and effectively respond to customer feedback collected through a variety of touch points, including social media, call center reports and online communications. Benefitting from a combination of customer experience strategy and advanced analytics, financial institutions become better prepared to act on customers' needs. By teaming with Clarabridge, Beyond the Arc helps financial institutions improve products and services across all lines of business by understanding what the customer is saying through social media and other channels, such as emails, chats and contact centers. "The challenge in leveraging social media data is aggregating and understanding it in conjunction with other forms of customer feedback sources," said Sid Banerjee, CEO of Clarabridge. "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." Clarabridge software helps organizations within the financial services industry to analyze and identify fraud related to banks and insurance companies, assist in Risk Management by identifying trends across sources such as social media, public commentaries and regulatory filings, and identify areas of improvement for the customer experience. "With competitive pressures and new regulations, it is more challenging than ever for financial institutions to help customers meet their financial needs," said Steven Ramirez, CEO of Beyond the Arc. "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." More information: beyondthearc.com clarabridge.com ((Comments on this story may be sent to [email protected])) [ Back To TMCnet.com's Homepage ]