Clarabridge Unveils New Customer Experience Innovations to Drive Digital Engagement

Clarabridge Inc., a provider of Customer Experience Management (CEM) solutions, revealed new digital customer care innovations at its 11th annual Clarabridge Customer Connections (C3) conference. The technology will provide customers with a deeper understanding of the digital conversations happening on every channel, the tools to operationalize customer feedback data across all business operations, and the insights required to drive customer loyalty.

Clarabridge Engage & Predictive Reason Detection

Communication channels like social media and messaging are converging, requiring companies to take a holistic approach to understand digital conversations. In keeping with this trend, Clarabridge has rebranded CX Social to Clarabridge Engage. Combined with new live chat features and increased support for all major messaging platforms like WhatsApp, Messenger, Twitter, Viber, and Telegram, customers can leverage the power of Clarabridge’s expert listening, engagement and analytics capabilities for all digital conversations.

It's critical for companies to have a deep and nuanced understanding of how digital conversations drive the customer experience. To provide that understanding, Clarabridge has introduced Predictive Reason Detection. With award-winning AI technology, companies can now pinpoint why a customer initiated a conversation, improving contact deflection, reducing interaction length and ultimately revealing patterns and insights that businesses can act upon.

Clarabridge has also added Swedish language support, new data transformation capabilities and an expanded list of data connectors across its suite of CEM services. With these additions, it’s now even easier for customers to access omnichannel data sources and understand digital conversations.

Clarabridge Pulse and Automated Interaction Scoring Break Customer Feedback Out of Its Silo

Customer feedback data is a critical source of information that can transform business operations across product development, marketing, service policies, and more. Clarabridge Pulse, a new iOS app, puts the voice of the customer in every employee’s pocket. With quick, mobile access to Clarabridge, employees across the organization can now tap into customer feedback insights to inform their everyday business decisions.

The contact center remains an untapped resource of customer feedback data that can be operationalized across organizations. Clarabridge is committed to helping companies leverage these insights, and has seen significant growth in demand from customers across industries. In response, the company is also bringing Automated Interaction Scoring to market. This new, AI-powered approach to contact scoring analyzes one hundred percent of customer interactions across channels, including those with contact center agents. With a complete view of every single agent-customer interaction and beyond, companies can make data-driven, customer-centric decisions about how to optimize and innovate internal processes.

Clarabridge’s Advanced Emotion Detection Drives Customer Loyalty

Clarabridge’s new Advanced Emotion Detection technology leverages the company’s best-in-class NLP capabilities to identify the specific emotions expressed during customer interactions, track the intensity of those emotions, and understand the impact on customer loyalty. By combining value, effort and emotion, companies that leverage Enhanced Emotion Detection will add a competitive edge to their customer experience programs, and drive brand loyalty.

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