Empathica Rolls Out Real-Time Data Extraction Tool

Canadian customer experience specialist Empathica has launched a tool which enables business analysts to perform real-time queries on their customer experience data, and probe the reasons behind the trends that emerge.

Empathica is headquartered in Mississauga, Ontario, Canada and also has offices in the US in Alpharetta, GA and in Birmingham, UK. The firm conducts more than 30 million customer surveys annually and delivers real-time, weekly, and monthly reports to more than 70,000 clients.

Last year, it launched the SMS-Text Survey platform, to enable customers to provide instant feedback to retailers via text messaging.

Empathica claims that unlike traditional business intelligence tools that work from static information, its new SaaS 'Analyst Suite' enables data sets to be processed in real-time without the assistance of an IT department.

The tool uses associative search technology developed by business intelligence solutions firm QlikView, to help users make calculations in real-time and gain insight through intuitive data exploration.

'Analyst Suite allows the business analyst to spend their time on the more important aspects of their role - testing various hypotheses and determining correlation of service attributes on customer satisfaction - rather than on the more mundane data management tasks of extraction, formatting and manipulation,' explains Andrew Datars, VP of Product Management. 'What used to take hours, days or even weeks, is now available in seconds with Analyst Suite.'

Web sites: www.empathica.com and www.qlikview.com .