Speech Technology Magazine

Clarabridge Adds Voice Transcription and Advanced Analytics for Contact Centers

CX Contact Center solution transcribes recorded calls and applies text and sentiment analytics to
Posted Apr 5, 2017
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Clarabridge, a provider of customer experience management (CEM) solutions, has launched CX Contact Center, a full-service solution for analyzing voice of the customer data in the contact center.

CX Contact Center allows companies to transcribe, aggregate, and analyze customer recordings and interaction data in the contact center. CX Contact Center integrates voice data with chat logs, agent notes, emails, social interactions, and CRM data.

Contact centers can also leverage Clarabridge's new Quick Sight program, a two-week assessment of up to 5,000 hours of call recordings transcribed by Clarabridge.

Features available in CX Contact Center include the following:

  • Voice-to-text transcription of 100 percent of calls.
  • Industry-specific categorization and sentiment analysis. Built-in topic models categorize conversations into topics at the phrase level and analyze sentiment across an 11-point scale.
  • Omnichannel listening capabilities: Out-of-the box connectors aggregate call transcriptions, agent notes, chat logs, emails, complaint files, surveys, and social media channels.
  • Interactive dashboards that allow users to analyze customer interactions, segment by customer attributes, and drill into friction points in the customer journey.

"Contact centers provide a wealth of rich customer data that most companies aren't equipped to properly leverage," said Julie Miller, vice president of product marketing at Clarabridge, in a statement. "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."


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