News Column

Clarabridge Brings Industry-Leading Insight to Customer Calls

September 3, 2014

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)-- Clarabridge, 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, 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.”

The Clarabridge Speech offering is available immediately. More details are available at http://www.clarabridge.com.

About Clarabridge

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.

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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

clarabridge@merrittgrp.com

Source: Clarabridge, Inc.


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