Market Overview

Clarabridge Changes the Game with Voice Transcription and Advanced Analytics for Contact Centers

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Clarabridge,
Inc.
, the leading provider of Customer
Experience Management
(CEM) solutions for the world's top brands,
today announced CX
Contact Center
, a full-service solution for analyzing Voice
of the Customer
data in the contact center. Designed for rapid time
to value, CX Contact Center allows companies to quickly and accurately
transcribe, aggregate and analyze customer recordings and interaction
data in the contact center; delivering clear, actionable insights. CX
Contact Center integrates voice data with chat logs, agent notes,
emails, social interactions and CRM data, providing organizations with a
comprehensive solution that ensures they won't miss out on valuable
opportunities to improve the customer experience.

Recent
Clarabridge research
found that a mere 15% of customers feel
completely satisfied by their last call center interaction. In a time
when one bad interaction can mean losing customers to a competitor,
brands can no longer afford to not prioritize customer experience in the
contact center. Clarabridge's CX Contact Center solution helps improve
KPIs such as first contact resolution and call deflection, and detect
and prevent compliance issues and churn. Contact centers also have the
opportunity to leverage Clarabridge's new Quick Sight program, a
low-cost, 2-week assessment that gives customers access to a dashboard
of insights gleaned from analyzing up to 5,000 hours of call recordings
transcribed by Clarabridge. Insights from CX Contact Center help
organizations implement and deliver a higher quality, more personalized
customer experience, eliminating pain points and allowing both agents
and customers to engage in more meaningful and satisfactory
communication.

For years, Clarabridge has helped its customers, including Verizon,
American Family Insurance and Check Into Cash revolutionize their
contact center strategies and drive dramatic savings in contact center
operations. Leveraging this experience, Clarabridge has built the
all-inclusive CX Contact Center solution to fit the needs of any
industry, empowering brands to deliver superior customer service.
Features available in the new solution include:

  • Superior voice-to-text transcription: Hardware-accelerated
    speech-to-text transcription is ten times faster and more accurate
    than software-based solutions. CX Contact Center transcribes the
    entirety of each customer call, ensuring that the interactions between
    agents and customers are accurately understood. Where most legacy
    transcription solutions only sample some of the recordings and then
    provide 60% accuracy in transcription, CX Contact Center can
    transcribe 100% of the calls and achieve 90% accuracy in near
    real-time. As a result, Voice of the Customer data can be used with
    greater efficiency and cost-effectiveness.
  • Industry-specific categorization and sentiment analysis: High
    quality transcriptions are processed using the CEM industry's leading
    text analytics engine. Built-in topic models quickly categorize
    conversations into topics at the phrase level and analyze sentiment
    across an 11-point
    scale
    . Accuracy and precision are necessary for understanding how
    customers really feel about products, services and agent
    attitudes at an aggregate level beyond just looking at voice pitch and
    intonation.
  • Omni-channel listening capabilities: Out-of-the box connectors
    aggregate call transcriptions, agent notes and chat logs, emails,
    complaint files, surveys and social media channels so that brands are
    getting a complete view of the customer experience, thereby enabling
    confident strategic decisions.
  • Interactive dashboards for CX teams and contact center leaders:
    Advanced dashboard capabilities allow users to analyze customer
    interactions, segment by customer attributes and drill into friction
    points in the customer journey. Brands can uncover why customers
    choose certain support channels and save money by identifying ways to
    deflect calls to lower-cost and self-service channels.

"Contact centers provide a wealth of rich customer data that most
companies aren't equipped to properly leverage," said Julie Miller, VP
of Product Marketing at Clarabridge. "Contact center interactions are
more than just a band-aid solution for fixing one-off problems.
Clarabridge works with brands to properly harness these customer
interactions, learning about the customers' needs at a deep level and
acting to improve service quality, create greater customer loyalty and
ultimately save money in contact center operations."

To learn more about CX Contact Center, please visit: http://www.clarabridge.com/product/cx-contact-center/.

About Clarabridge

Clarabridge's SaaS customer experience management solution helps
hundreds of the world's leading brands put customer feedback to work.
Offering the most comprehensive solution for omni-source listening,
accurate customer and text analytics, and real-time, guided action is
why leading brands trust Clarabridge to power their CX programs and
drive a customer focused strategy. The result: better customer
experiences. For more information, visit www.clarabridge.com.

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