Clarabridge Brings Industry-Leading Insight to Customer Calls

clarabridge_logo Clarabridge, Inc., a leading provider of intelligent Customer Experience Management (CEM) solutions for the world’s top brands, today announced Clarabridge Speech, the fastest and most accurate enterprise-grade speech-to-insights solution. This was made possible through a strategic partnership with Voci, the world leader in hardware-accelerated speech recognition technology.

With this new offering, Clarabridge adds advanced speech analytics capabilities to its robust voice of the customer analytics portfolio.  Businesses are now even more empowered to harness any and all available sources of customer feedback, including multiple survey types, contact center agent notes, social media, chat, voice, email, warranty notes, and much more. By listening to every source, Clarabridge understands the nuanced customer feedback with depth and accuracy of meaning.

Not every vendor can handle unstructured feedback from every channel,” writes Maxie Schmidt-Subramanian, senior analyst at Forrester Research, Inc. in the February 25, 2014 Voice of the Customer Vendor Landscape, 2014 report.

Clarabridge uniquely enables you to understand feedback from every channel.  Clarabridge Speech transcribes and automatically analyzes customer call recordings, including service calls, phone-based market research, or after-call surveys for a holistic view of the customer. The call data is combined with call center agents’ notes and other customer data.  The nuanced voice and meaning is clearly interpreted and paired with other feedback.  Collectively the customer feedback is processed using Natural Language Processing (NLP), industry specific categorization and sentiment scoring to analyze the complete voice of the customer, find actionable insights, and use them effectively.

Clarabridge continues to disrupt in the CEM market because we know its what CEM professionals want.  Clarabridge Speech taps into a significant but largely under-utilized source of customer feedback to help paint the most accurate picture of how customers actually feel when talking to your brand,” said Sid Banerjee, CEO at Clarabridge. “As the importance of customer experience continues to grow, organizations need a tool that innovates continuously to analyze all customer feedback from any source, whether text, voice or image in order to make the most informed decisions and create more happy customers.”

 

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