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Clarabridge Customer Experience Management Solution : Clarabridge, the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands, released Clarabridge 6.3, a next generation CEM solution for the enterprise market. The release builds on ongoing momentum from Clarabridge, who helps companies increase customer happiness by collecting the voice of the customer from every channel and from there, accurately interpret customer sentiment, and deliver actionable insights to improve customer experience. Clarabridge 6.3 comes on the heels of several other major enhancements from Clarabridge, including dynamic customer and employee survey solutions, speech analytics, and location and context awareness. This next release is focused on furthering the voice of customer programs by driving CEM professionals to action.
• Restyled and customizable user interface: Clarabridge 6.3 introduces a new user interface to include a sleek modern look, with new features including intuitive tab navigation and a customizable color palette, allowing users to maintain consistent branding on a global scale. The visuals presented to customer experience leaders enable fast decision-making and activates data across the organization.
• Fast root-cause analysis: Clarabridge users can now get to the root-cause of an issue more quickly through speedy insights into the who, what, where, when, and why that is usually hidden in the volumes of customer feedback. With the product’s improved processing times, organizations can comprehend customer feedback and deploy the strategies and tactics needed to improve their business in real-time.
• Bringing context to voice of the customer: With Clarabridge 6.3, customers can now incorporate any data, such as point of sale, purchase metrics, survey data, recorded speech and more. Today’s customer feedback records are inherently biased – social data skews positive, survey data skews negative. Only with a view of all data together can marketers completely understand the entire sentiment of the customer base. Clarabridge 6.3 uniquely provides a more complete view of the customer journey. This powerful mash-up of data helps CEM professionals focus on key performance indicators and lead their team to the next best action.
• Additional language capabilities for understanding native customer sentiment: Adding to Clarabridge’s expansive native multi-lingual capabilities spanning the world, Clarabridge 6.3 now includes full Natural Language Processing (NLP) in Korean. With native NLP, multi-national organizations can accurately interpret customer feedback in multiple languages and find unique customer insights in every market in which their brand is present.
“No matter where you do business or how customers provide feedback, Clarabridge 6.3 can interpret the voice of your customer,” said Fabrice Martin, Vice President of Product Management at Clarabridge. “These improvements will make it faster and easier for companies looking to build an emotional connection with their customers by being more insightful, engaging, and anticipatory. Clarabridge helps brands produce memorable, joyful experiences.”
Clarabridge helps hundreds of the world’s leading brands understand and improve their customer experience. Using advanced text analytics, Clarabridge transforms survey, social, voice and all other forms of customer feedback into intelligence used to empower confident, decisive action across the business.
Clarabridge Speech, is an accurate enterprise-grade speech-to-insights solution. This was made possible through a strategic partnership with Voci, the world leader in 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.
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