Clarabridge Announces Record Growth in 2020
Summary
Clarabridge had significant wins against major Customer Feedback Management (CFM) vendors (Medallia, Qualtrics, Verint, and NICE) due to it’s omnichannel data integration capabilities and unparalleled Natural Language Understanding. The close of a record year included a new customer relationship with one of the nation’s leading insurance companies, which projects $30 million in savings from call center optimization using Clarabridge patent-pending features such as Automated Narratives and Intelligent Scoring. • Automated Narratives: use of natural language generation to create clear, consistent summaries in prose format, summarizing key information from every interaction, such as speaker behavior, events, resolutions, and call metadata. • Conversation analytics: Interactive dialog visualizations in the areas of voice, chat and private messaging • Natural Language Understanding (NLU): continuous build-out of enrichments, including extension of our Empathy toolkit and evaluation of emotional intensity. 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 efficiencies.