Clarabridge, Inc., the leading provider of Customer Experience Management (CEM) solutions, announced last week the recent acquisition of Engagor, a Belgium-based company that provides real-time social customer service and engagement intelligence.
Clarabridge will acquire advances in social listening, publishing, governance, as well as real-time social customer service and engagement.
“As the market has expanded, leading enterprises are looking for solutions that can bring together customer feedback from all channels into one intelligence hub, and a robust mechanism for intelligently engaging with customers,” Clarabridge CEO Sid Banerjee said. “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. Our vision is shaped by our clients, and we’re focused on operationalizing the customer voice through the wide distribution and adoption of intelligence tools.”
By combining the two companies’ functionalities, Clarabridge will be able to build more profitable customer relationships and more extensive CEM capabilities for marketers, customer care organizations and operations teams.
“We strongly believe that you have to put the data into the hands of people that can do something with it to truly impact business performance,” said founder and CEO of Engagor Folke Lemaitre. “I’m excited that we are joining Clarabridge with a shared mission of helping businesses fully understand their customers in order to better serve their needs—creating long-term loyalty and increasing profitability.”
The Engagor solution can aggregate and analyze social data, allow marketing and customer service teams to directly interact with the customer, and enable customer service teams to manage and monitor individual and team performance.
Engagor’s product is already integrated into the Clarabridge Intelligence Platform, and is planned to be sold as part of the Clarabridge suite and as a standalone product as well.
With the addition of Engagor’s 360 clients in the enterprise space, including Pepsi, Volvo, Nintendo and Ikea, Clarabridge now has a client-base of more than 800 clients worldwide.
Clarabridge continues to grow after the $80 million in funding they received in late 2013, followed by their acquisition of Market Metrix, a survey software provider, in 2014.