News

RESTON, Va.–(BUSINESS WIRE)–Clarabridge, Inc., the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands, today announced 2017 to be a benchmark year of growth for the company. Successes were seen across the entire suite of CX products, however there was remarkable growth in particular on the CX Analytics and CX Social platforms – transforming the way businesses approach their contact center.

CX Analytics is the backbone of the world’s most sophisticated Customer Experience Management and Contact Center Analytics Programs, providing the industry’s most accurate voice-to-text transcription and text analysis, turning customer touchpoints across all platforms into actionable insights through the power of artificial intelligence. As a tool, it doesn’t just listen to customers, it helps businesses to uncover depth and nuance in feedback, scale to their business needs, and pave the way towards solutions. Key milestones include:

• Technology Enhancements: This year our platform saw enhanced machine learning capabilities including the detection of customer cries for help, suggestions, and requests. We added 3 full new languages: Thai, Bahasa Indonesia and Tagalog. We also continued to build our robust contact center-specific library of lexicons, templates and models, resulting in even more accurate feedback analysis. Finally, we added interactive data discovery features to our dashboards coupled with a full suite of case management tools and workflows.
• Platform Growth: In 2017, CX Analytics saw an 85% increase in the number of analyses run on the platform. Our increase in CX Analytics users led to a 35% increase in the number of Feedback Records analyzed and a 33% increase in the average number of users online at any one time.
• Industry-specific successes: While CX Analytics is utilized across a wide variety of industries, we saw 40% growth among the Healthcare and Insurance industries in addition to the Financial Services industry. To better support these customers in gleaning actionable insights from their contact centers, we released several enhancements to dashboards, connectors and categorization templates tailored to their specific needs.
• Recognition of Excellence: In April, we were recognized in Forrester’s Wave Report of Customer Feedback Management Platforms. As we were also recognized in Forrester’s Wave Report of Big Data Text Analytics Platforms in 2016, we are the only company to be recognized for powerful text analysis in two separate Forrester Wave Reports.

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