Clarabridge Now Offers Speech Analytics
Clarabridge, a provider of intelligent customer experience management (CEM) solutions, today launched Clarabridge Speech through a strategic partnership with Voci, a provider of hardware-accelerated speech recognition technology.
With this new offering, Clarabridge adds advanced speech analytics capabilities to its voice of the customer analytics portfolio.
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 it's what CEM professionals want. Clarabridge Speech taps into a significant but largely underutilized 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 of Clarabridge, in a statement. "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."