Empathica Partners with Semantria to Turn Customer Comments Into Action

Semantria provides Natural Language Processing capabilities, including sentiment and text analytics, to Empathica’s leading CEM solution

Toronto, Ontario, Canada – April 15, 2013 – Empathica Inc., the leading global provider of Customer Experience Management (CEM) solutions to the world’s most respected multi-unit enterprises, announced today a technology partnership with Semantria, the leading provider of multi-lingual text analytics.

With the help of Semantria, Empathica has integrated Natural Language Processing (NLP) capabilities into its market-leading CEM solutions, allowing brands to analyze sentiment and frequency of unstructured text feedback alongside structured survey feedback. With all feedback on one platform, brands and location managers have access to a previously untapped source of actionable insights that can be used to deliver better customer experiences.

“With advanced text analytics software, our platform now enables brands to extract specific insights from customer comments such as social media recommendations, online reviews and call center transcriptions, and turn these insights into the direct actions that can positively influence the customer experience they deliver,” said Simon Palmer, chief technology officer, Empathica. “We also made it our mandate to surface these powerful capabilities through simple to use applications tuned to the needs of the various users of our programs.”

Semantria leverages the volume of knowledge from Wikipedia to automatically categorize text content without the required up front configuration required by other text analytics tools. For brands, this means instant access to the power of the world’s largest thesaurus, removing the need for the time consuming configuration and tuning of custom dictionaries and databases of terms and phrases. The Semantria platform additionally allows customized taxonomies of topics which can be overlaid on top of the standard terms.  Empathica has leveraged its extensive experience in key verticals to provide deeply specialized additions to the taxonomies to make an industry leading library of semantic meaning available to our clients.

“We wanted to work with the best sentiment analysis software available with the ability to support multiple languages, and we found that with Semantria,” said Palmer. “Semantria supports five languages – the most of any other text analytics software – with more planned, and is extremely customizable. This is the same technology that powers two of the three largest software companies in the world, so we are confident in its ability to serve Empathica’s growing client list.”

Oleg Rogynskyy, CEO, Semantria said, “Empathica’s CEM suite offers multi-unit enterprises the most complete voice of customer experiences in the market. We are excited to provide our sentiment analysis and text analytics capabilities to a market leader like Empathica.”

For more information about Empathica’s new CEM solution and its new features, visit www.empathica.com/products-services.

About Semantria:

Founded in 2011, Semantria is a software-as-a-service and services company with specialization in cloud-based text and sentiment analysis. Semantria is a joint venture, co-founded by the leading text analytics technology provider Lexalytics (Boston, MA), amongst other investors. For more information, visit www.semantria.com.


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