Clarabridge Debuts Speech Analytics for Customer Experience Management



Clarabridge, a provider of customer experience management (CEM) solutions, has launched Clarabridge Speech, through a partnership with Voci, a provider of 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.

Clarabridge enbles users 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 it’s what CEM professionals want,” said Sid Banerjee, CEO, Clarabridge, in a statement. “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. 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.”