QuestionPro Partnership Adds Advanced Analytics Tools

Texas-based QuestionPro has partnered with Montreal, Canada-based text analytics firm Keatext to offer advanced conversational analytics capabilities and unified insights from customer feedback.

Founded in 2006, QuestionPro now provides a fully integrated online platform including research, CX and employee experience software, and also offers polling, journey mapping, employee 360s and data visualization. In addition to the US it has offices in Canada, Mexico, the UK, Germany, Japan, Australia, the UAE and India. Keatext's software helps analyse both structured and unstructured feedback, highlighting the factors that significantly impact customer satisfaction scores such as NPS, CSAT and star ratings, and providing actionable, natural language recommendations.

The new partnership will allow QuestionPro to centralize all their customer feedback sources, including surveys, reviews, support tickets and call transcripts or chats from the contact center into a single platform for unified analysis. Conversational analytics features putting call transcript data alongside post-call NPS surveys mean they can pinpoint the exact moments in conversations that impact customer satisfaction, while new efficient reporting technology promises greater speed and precision in analysing unstructured text.

Keatext founder and CEO Narjès Boufaden (pictured) comments: 'We are thrilled to partner with QuestionPro to deliver a more comprehensive customer experience solution to the market. By combining our advanced text analytics with QuestionPro's industry-leading survey platform, we can help businesses gain deeper insights into their customers' needs and preferences'. QuestionPro President, CX Ken Peterson adds: 'Keatext's technology is a perfect complement to our existing platform'.

Web sites: www.keatext.ai and www.questionpro.com .