SPSS Inc., a leading provider of predictive analytics technology and services, announced the immediate availability of Predictive Text Analytics, a new solution focused on unlocking the customer insight trapped in widely collected, but rarely used, unstructured text data. Predictive Text Analytics is one of the first text mining solutions specifically designed for analytical customer relationship management (aCRM) applications. Predictive Text Analytics integrates text mining technologies with predictive analytic approaches to enable organizations to unify and analyze both unstructured text data and structured data across all interaction channels, including call centers, branch locations and Web sites.
"The majority of direct customer communication, including phone conversations, inbound e-mails, and Web form responses, is captured as raw, unstructured text," says Sue Feldman, research vice president, content technologies, at IDC, an industry analyst firm. "If CRM customers only analyze the data in their collections, they are missing the bulk of the information they have about their customers. Text mining and predictive analytics technologies are two sides of the same aCRM coin, and competitive organizations need to analyze, draw conclusions and take definitive action based on everything they know about their customers."
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