Laurie Bowser-Sever, 919-469-7102

lbs@interprosepr.com

Clarabridge, the leading provider of text mining software used by many Global 1000 companies to improve customer experience management (CEM), announces Clarabridge Smart Response(TM), the industry's first real-time, automated customer issue analysis, response, and routing solution powered by text mining.

Clarabridge Smart Response(TM) is a fully integrated solution that allows a continuous stream of customer feedback and issues to be automatically analyzed, coded, routed, and adjudicated. The system also generates automatic customer-specific response letters that acknowledge the customers' negative sentiments or frustrations, specific problems and suggestions, and if appropriate, attaches vouchers, coupons, or other forms of compensation. Clarabridge Smart Response(TM) is based on and fully leverages the Clarabridge Content Mining Platform's (CMP) existing natural language processing, categorization, sentiment, analysis, and reporting engines.

In addition, Clarabridge, already an Oracle partner, announces the full end-to-end integration of Clarabridge Smart Response(TM) with Oracle's Siebel CRM. The fully integrated solution, to be launched in the fall of 2009, will allow Siebel users to feed incoming customer issues to Clarabridge Smart Response(TM) and automatically respond to those issues in real-time.

During the past two years, Global 1000 companies have expanded their use of Clarabridge across the enterprise with Clarabridge achieving 300 percent growth in 2008. Product and marketing departments have used Clarabridge for years to improve customer satisfaction, secure brand loyalty, segment customers, and identify product issues and suggestions. As the Clarabridge customer base expanded their use of Clarabridge into the operations and customer support functions, their needs expanded to include driving ongoing operational improvements to decrease costs and simultaneously improve customer service.

"Giving customer support operations the ability to automatically acknowledge and respond to customers' specific frustrations, issues and suggestions really helps them more quickly close the loop with their customers," said Justin Langseth, Clarabridge president & chief technology officer.