Clarabridge Releases Retooled CEM Solution, Clarabridge 6.2

Clarabridge, a provider of customer experience management (CEM) solutions, has released Clarabridge 6.2, a solution that will enable users to quickly analyze customer feedback, identify insights and deliver them to the people who can take action and close the loop internally with business owners and externally with customers.

Clarabridge 6.2 features:

  • More Powerful Analysis of Unstructured Feedback. CEM professionals need to understand the who, what, why behind conversations; and the most valuable insights come from the intersection of those three key areas. Clarabridge 6.2’s new Category-Derived Attribute feature makes this type of analysis faster and easier than ever before and it also enables users to easily consolidate information from different sources into a single entity for increased accuracy.
  • Smarter Analysis by Understanding Conversation Context. Many sources of customer feedback such as Social Media and CRM systems often consist of conversations rather than individual feedback records. Context Awareness, introduced in 6.2, is a feature that increases accuracy of analysis by recognizing and understanding the subject of every response in a conversation, even if the original topic is not specifically mentioned in subsequent posts.
  • Accelerated Time-to-Insights and Increased Actionability. 6.2 brings several key enhancements to Clarabridge’s reporting and visualizations, including Intraday Reporting, a completely re-designed Scorecard, Auto-Refresh Dashboards as well as Hashtag and Stacked Column reports. A new report packaging feature will also let Clarabridge users easily and quickly identify insights and take action to improve customer experience.
  • Increased Scalability and Improved Productivity. The Clarabridge Intelligence Platform continues to be enhanced in the 6.2 release to provide increased scalability and improved productivity in a multi-user environment. Users will be able to process and analyze customer feedback data as it becomes available.
  • Additional Data Source Connector. Clarabridge continues to expand its partner ecosystem with the addition of Sysomos, now available in the Clarabridge Connector Library.