Clarabridge CX Analytics launches AWS Contact Center Intelligence solution

Clarabridge, a customer experience management (CEM) solution provider, has announced that the Clarabridge CX Analytics solution now integrates with Amazon Web Services (AWS) Contact Center Intelligence (CCI), introducing Clarabridge into the AWS Partner Network (APN).

AWS CCI solutions combined with Clarabridge’s omnichannel analytics enables organizations to easily add machine learning (ML)-driven speech and text analytics to existing contact center technologies driving measurable improvement to customer service quality, comprehensive risk/compliance management, and cost reduction in the contact center.

As a unifying platform between legacy contact center technologies and siloed customer feedback collection tools, Clarabridge CX Analytics integrating AWS CCI call analytics capabilities provides a holistic voice-of-the-customer platform. With this announcement, organizations of all sizes can more easily and accurately centralize insights to uncover potential call deflection and self-service opportunities, automate quality assurance (QA/QM), enable efficient agent coaching processes, measure drivers of customer satisfaction, and improve customer lifetime value.

“Speech-to-Text Analytics is heavily dependent on the efficacy of the call transcription. Amazon Transcribe enables us to process our client’s calls with the highest accuracy while allowing maximum scalability during peak seasons,” said Eric Din, vice president of global alliances and Strategy at Clarabridge. “By working with AWS, we’re providing organizations with the solutions they need to better understand their customer’s needs by listening to them everywhere they want to be heard.”

According to Clarabridge, Amazon Transcribe, a part of the AWS CCI solutions, makes it easy for companies to add Speech-To-Text capabilities to their existing contact center ecosystem. Audio data is virtually impossible for computers to search and analyze; therefore, recorded speech needs to be converted to text before it can be used in business applications.

Historically, said Clarabridge, customers had to work with transcription providers, many of whom use outdated technology that does not adapt well to different scenarios, such as low-fidelity phone audio standards in contact centers, which result in low accuracy analytics and insights. Using a deep-learning process called automatic speech recognition (ASR) to convert speech-to-text quickly and accurately, Amazon Transcribe is used to transcribe both inbound and outbound calls with structured contact center metadata for downstream analytics within the Clarabridge CX Analytics platform.

Clarabridge CX Analytics enables companies to understand customer experiences across the customer journey by leveraging their feedback and interactions across all data sources. Using the best-in-class Amazon Transcribe engine to process two-way interaction calls into text along with Clarabridge’s industry-leading natural language processing (NLP) engine to analyze the transcribed audio conversation along with all other customer feedback channels, companies are provided with a 360-degree view of all customer experiences.

In addition, omnichannel dashboards summarize agent-to-caller conversations and highlight the real voice of the customer enable business users to quickly identify how customer metrics such as sentiment, effort, and emotion impact operational costs in the contact center and across the enterprise.

For more information about Clarabridge CX Analytics and Clarabridge’s relationship with AWS, visit www.clarabridge.com/about/partners/aws. For more information about Clarabridge, visit www.clarabridge.com.