Clarabridge Buys Social Media Listening/Engagement Platform

US text analytics specialist Clarabridge has acquired real-time social media listening and engagement platform Engagor for an undisclosed sum.

Founded by Folke Lemaitre in 2011, Belgium-based Engagor offers a platform which tracks billions of conversations in 166 languages on all major social media networks, news sites, blogs, and forums. Through the resulting data, businesses can interact with their customers, track the performance of their teams, and deliver a response with real-time analytics, dashboards, and KPIs. Using the platform, businesses can also resolve customer complaints and process customer requests.

Clarabridge, which collects, analyzes, and activates customer feedback data from all channels, says that through the acquisition, it will be able to offer more extensive customer experience management capabilities. It will also gain the additional functionality of advanced social media listening, as well as real-time social media customer service and engagement.

Sid Banerjee, CEO of Clarabridge, comments: 'As the market has expanded, enterprises are looking for solutions that can bring together customer feedback from all channels into one intelligence hub, and a mechanism for intelligently engaging with customers. This acquisition is a tremendous opportunity for us to solidify our position in the marketplace as the most comprehensive CEM technology provider, with a platform that operationalizes customer experience insights.'

Web sites: www.clarabridge.com and www.engagor.com .