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Clarabridge Improves Customer Experience Management with New Capabilities



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Clarabridge, a provider of customer experience management (CEM) solutions, has announced CX Revolution, its vision to enable brands with the necessary tools to integrate data-driven customer experience into the fabric of business,  across all levels of the organization.

As part of its CX Revolution vision, Clarabridge is making updates to the Clarabridge suite with the addition of AI-based conversational surveys, omni-channel case management, BOT integration and predictive analytics to drive CX advances. These new features, in combination with Clarabridge’s existing offerings including text analytics, comprehensive adapters to customer data, and alerting and reporting, are intended to provide organizations with a platform to improve customer experience across the customer journey, and result in cost savings and increased revenue.

Clarabridge’s CX Revolution focuses on three key areas of improvement. It allows companies to gain a real-time, holistic understanding of the customer by easily connecting to and aggregating every possible source of customer data using adapters and APIs, from voice transcriptions and live chat interactions to social and online posts and surveys. New AI-driven surveys let organizations engage in dynamic conversations with customers as feedback is collected. Interact in a two-way dialogue with customers on the channels they prefer to use.

Moving beyond simple satisfaction metrics to enterprise-wide customer connection, natural language processing (NLP), machine learning, predictive and outcome analysis come together to offer advice. Organizations can integrate their own algorithms for clarity and context within your business environment. Drive down costs and improve company metrics while providing a common understanding of the customer experience across your full team.

Breaking down departmental silos, it helps employees to confidently handle customer interactions by providing them with tools to quickly address customer issues. Omni-channel case management, dashboarding, reporting, alerts, and BOT APIs allow companies to detect swings in sentiment, uncover the facts that drive innovation and foster an environment that encourages customer-aware engagement.

Clarabridge will be releasing these features starting in May, 2017, adding to the new solutions from last year, including CX Contact Center, Clarabridge for Healthcare Insurance and Clarabridge for Banking.

For more information about the CX Revolution, go to www.clarabridge.com.


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