Clarabridge Launches Contact Center Analytics Tool

US text analytics and customer experience management (CEM) specialist Clarabridge has launched a solution for transcribing, aggregating and analyzing customer recordings and interaction data from contact centers.

The CX Contact Center solution integrates voice data with chat logs, agent notes, e-mails, social media interactions and CRM data, then applies text and sentiment analytics to help organizations assess and improve the customer experience. Its aim is to help enhance KPIs such as first contact resolution and call deflection, while detecting and preventing compliance issues and churn. As part of the launch, clients can use the firm's Quick Sight two-week assessment program, which analyses up to 5,000 hours of call recordings transcribed using insights gathered from CX Contact Center.

Julie Miller (pictured), VP of Product Marketing, explains: 'Contact centers provide a wealth of rich customer data that most companies aren't equipped to properly leverage. Clarabridge works with brands to properly harness these customer interactions, learning about the customers' needs at a deep level and acting to improve service quality, create greater customer loyalty and ultimately save money in contact center operations'.

Web site: www.clarabridge.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.