Text Analysis Software

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Medallia Experience Cloud

Medallia is a text analytics solution that uses AI and machine learning technologies to enhance customer, employee and product experiences by detecting user patterns, needs and behaviors. It allows administrators to set up organiz...Read more about Medallia Experience Cloud

4.48 (29 reviews)

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CFN Insight

CFN Insight is a cloud-based solution that helps businesses utilize journey maps to manage customer touchpoints and improve overall client experience. Professionals can assign key metrics to multiple business owners, track the pro...Read more about CFN Insight

3.50 (2 reviews)


OdinAnswers is a cloud-based platform that helps enterprises process data from any source to understand the impact of customer experience on business metrics. It comes with an OdinExplore tool, which lets users discover trends by ...Read more about OdinAnswers

5.00 (1 reviews)


SmartKarrot is an Intelligent platform that Account Management and Customer Success teams use to drive Expansion, Retention & Advocacy in existing accounts. Specialties Customer Success, Reduce Churn, Survey, Customer Journey, En...Read more about SmartKarrot

4.26 (19 reviews)


Keatext is a cloud-based AI-powered customer experience and feedback analytics platform designed for medium and large-sized companies. The robust analytics tool provides clarity on unstructured customer feedback by aggregatin...Read more about Keatext

3.79 (19 reviews)


Kommo is a multifunctional CRM that excels at taking the conversation with your customers to the next level. With messengers, the connection is personal. All major messenger platforms are supported. You can create your own chatbot...Read more about Kommo

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Swell makes it easy for local businesses to gain visibility into their customers' experience by taking the complexity out of it. By enabling businesses to gather real-time feedback, online reviews, customer satisfaction surveys an...Read more about Swell

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Thematic is a text analytics solution that helps enterprises collect and analyze customer feedback from various sources using artificial intelligence (AI) technology. Professionals can utilize the sentiment analysis tool to identi...Read more about Thematic

4.93 (15 reviews)


Remesh is an innovative platform for engaging and understanding large groups of people online and in real-time, allowing you to have a conversation with up to 1,000 participants at once. The Remesh platform uses artificial intelli...Read more about Remesh

4.55 (11 reviews)


Transform your organization's customer experience with the SoGoCX platform. Meet customers where they are in their journey, pinpoint weaknesses, identify opportunities, and take action. With comprehensive analytical power at your ...Read more about Sogolytics

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UserTesting is a customer experience platform that helps businesses create tests to collect feedback about launched products and marketing operations. It enables professionals to build custom tests using a drag-and-drop interface,...Read more about UserTesting

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Qualtrics CustomerXM

Qualtrics CustomerXM is a cloud-based customer experience management system that helps small to large sized businesses monitor customer interactions and forecast purchase behavior. Its key features include net promoter score (NPS)...Read more about Qualtrics CustomerXM

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DiscoverText is a cloud-based text analysis tool that helps legal, consumer services, education, government and other sectors gain insights into information from various sources including emails, text files, Facebook, Twitter and ...Read more about DiscoverText

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NetOwl is an AI-enabled, multilingual text analytics solution that helps businesses manage big data processes including data extraction, sentiment analysis, name matching and identity resolution. The entity extraction module uses ...Read more about NetOwl

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Bitext is a linguistic analysis platform that enables businesses to analyze text data and train conversation engines/chatbots using artificial intelligence, natural language processing and machine learning technologies. It uses co...Read more about Bitext

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Luminoso is a text analytics solution that helps enterprises upload, evaluate and view customer insights data using Natural Language Processing (NLP) and Artificial Intelligence (AI) technology. Its multilingual capabilities enabl...Read more about Luminoso

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MaritzCX is a cloud-based customer and employee experience solution that assists large-sized enterprises with data collection and customer satisfaction tracking. Its key features include a survey builder, data mining, forecasting ...Read more about MaritzCX

4.00 (2 reviews)

Intouch Insight CX Platform

The Intouch Insight CX PLatform is a cloud-based solution designed to help multi-location businesses in retail, F&B and hospitality industries manage customer experience across multiple channels. It is a scalable Customer Experi...Read more about Intouch Insight CX Platform

4.64 (11 reviews)


Cemantica is a 3 module platform for Journey Mapping, Project Management and VoC Integration. Cemantica is a cloud-based solution, which helps businesses visualize and analyze the customer journey, engagement or satisfaction leve...Read more about Cemantica

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BlockSurvey is a privacy-focused experience management solution that allows businesses to create surveys, polls, and forms. This solution is built to help businesses with surveying needs by securely gathering as well as sharing da...Read more about BlockSurvey

4.90 (58 reviews)

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Buyers Guide

Last Updated: October 19, 2022

Unstructured data in emails, call center transcripts, and social media conversations are a treasure trove for understanding customer experience. One of the ways to organize and understand this unstructured data is to perform a text analysis. The process involves using a combination of statistical and linguistic approaches to analyze the data and derive insights.

Businesses with considerable IT expertise and budget might want to develop technologies in-house to perform this function. However, for most (especially small and midsize), these resources could be scarce, making in-house development tough.

Off-the-shelf text analysis software provides a viable route for the latter category. The option is also suitable for businesses that want a plug-and-play tool to analyze customer interactions.

In this buyers guide, we’ll explain what text analysis solutions do, their common features, and other considerations to help businesses make informed purchase decisions.

Here’s what we’ll cover:

What is text analysis software for customer experience?

Text analysis software is a tool that helps mine insights from unstructured business data that are scattered across various tools and platforms. This provides the opportunity to leverage interactions between businesses and clients to understand customer experience, grievances, and recommendations and then act upon them.

sentiment analysis reports in clarabridge analytics

Sentiment analysis reports in Clarabridge Analytics (Source)

Common features of text analysis software for customer experience

Text analysis software helps derive insights from unstructured textual data. Below are the key features of the software.

Data extraction Extract textual data from various channels—social media, online chat, self-service knowledge base platforms, emails, CRM systems, etc.—that are repositories of customer interactions, by manually importing data or via API integrations.
Topic clustering Automatically classify or allow users to configure aggregator terms, to group similar content into hierarchical and searchable categories.
Sentiment analysis Determine the sentiment of the content author (the customer in this case) by using scoring mechanisms that classify content as positive, negative, or neutral.
Reporting dashboard Derive insights in the form of summary reports of customer sentiments or by visualizing findings in the form of charts and graphs.

What type of buyer are you?

The right type of text analysis software depends on your unique requirements coupled with the expertise level of your in-house IT team. Below are the two buyer categories based on these factors.

  • Small and midsize businesses: These buyers want an application that solves immediate business requirements for social media monitoring, call center transcript analysis, website experience analysis, etc. The suitable applications in this case are cloud-based, plug-and-play text analysis solutions available in monthly/annual subscription plans.
  • Large enterprises: These buyers want a feature-rich data analysis platform with predictive analytics and advanced natural language processing capabilities. The platform should also offer a deep level of integration with a wide range of enterprise tools and support a range of complex use cases such as the ability to analyze and derive insights from customer journeys across multiple channels.

Key considerations

Before buying a text analysis tool, businesses should carefully analyze its capabilities and check out alternatives such as open source platforms or outsourced data analytics services.

  • Additional capabilities: Optical character recognition, speech-to-text conversion, handwriting recognition, etc. are rapidly evolving into key business requirements. Figure out whether investing in a solution that offers such additional capabilities will make ROI-sense in the long-term, even if you don’t have an immediate need for them.
  • Open source platforms: Do your text analysis requirements exceed what off-the-shelf tools support? Do you have an IT team with specialized domain knowledge of text analysis processes? If it’s a yes for one or both of them, consider open source tools such as Apache OpenNLP, Natural Language Toolkit (NLTK), and General Architecture for Text Engineering (GATE).
  • Outsourcing: Does your business have the required budget but lacks an in-house IT staff with domain expertise? The best option in such a scenario is to obtain the services of a third-party data analytics service provider.

Note: The applications selected in this article are examples to show a feature in context and are not intended as endorsements or recommendations. They have been obtained from sources believed to be reliable at the time of publication.