Innovative speech analytics offering, Clarabridge Speech, powered by
Voci, expands Customer Experience Management capabilities to capture the
complete ‘voice of the customer’
RESTON, Va.--(BUSINESS WIRE)--
Inc., the 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, 2014Voice of the Customer Vendor Landscape,
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.”
The Clarabridge Speech offering is available immediately. More details
are available at http://www.clarabridge.com.
Clarabridge helps hundreds of the world’s leading brands understand and
improve their customer experience. Using advanced text analytics,
Clarabridge transforms survey, social, voice and all other forms
of customer feedback into intelligence used to empower confident,
decisive action across the business. The result: happier customers. For
more information, visit www.clarabridge.com.
Blog | Facebook | Twitter | LinkedIn | Google+ | YouTube | Instagram
About Voci Technologies, Inc.
Voci’s speech recognition appliances enable real-time call monitoring
and alerts, and empower text analytics platforms to discover insights
contained in the spoken voice of the customer. The company pioneered the
implementation of speech recognition algorithms in hardware to run
orders of magnitude faster than alternatives with best in class
accuracy. Voci’s affordable speech recognizers and emotional
intelligence enable customer-driven enterprises to hear the voice and
tone of their customer by analyzing 100% of all customer conversations.
For information, visit www.vocitec.com.
for Clarabridge, Inc.
Keyana Corliss, 703-390-1526
Source: Clarabridge, Inc.