News

Clarabridge Unveils New Customer Experience Innovations to Drive Digital Engagement

Advanced, AI-powered technology enables the world’s leading brands to
listen to, analyze and engage with consumers on every channel

MIAMI–(BUSINESS WIRE)–lt;a href=”https://twitter.com/hashtag/CEM?src=hash” target=”_blank”gt;#CEMlt;/agt;–Clarabridge
Inc., the leading provider of Customer
Experience Management (CEM)
solutions for the world’s top brands,
revealed new digital customer care innovations at its 11th
annual Clarabridge Customer Connections (C3) conference
. The
technology unveiled in Miami 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.

“Consumers want exceptional, empathetic, and effortless experiences
everywhere, and to do that, brands need to understand their customers as
people,” said Mark Bishof, CEO of Clarabridge. “The innovations we’re
bringing to market empower organizations to build relationships
internally and externally at scale, implement insights from customer
feedback data across all areas of the business, and evolve the
traditional, siloed approach to customer experience into one that is
data-driven and focused on digital customer care.”

Clarabridge Engage & Predictive Reason Detection Take Digital
Conversation to the Next Level

Communication channels like social media and messaging are converging,
requiring companies to take a holistic approach to understanding 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.

Its 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 & 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 powerful 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 into 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.

The innovations announced at C3 will be made widely available to
customers later this summer. To find out more information about a
specific feature, receive information about how to schedule a product
demo or sign up for a beta program, please visit www.clarabridge.com.

About Clarabridge

Clarabridge helps the world’s leading brands take a data-driven,
customer-focused approach to everything they do. Using AI-powered text
and speech analytics, the Clarabridge experience management platform
enables brands to extract actionable insights from every customer
interaction in order to grow sales, ensure compliance and increase
operational efficiency. For more information, please visit www.clarabridge.com.

Contacts

LaunchSquad for Clarabridge
Annie Betz, 212.564.3665
clarabridge@launchsquad.com

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