Clarabridge Adds Speech Analytics to Contact Center Software

clarabridge logoClarabridge, a provider of customer experience management (CEM) software, is rolling out Clarabridge Speech, a speech analytics solution made possible through its partnership with Voci, a provider of hardware-accelerated speech recognition technology. The new solution makes it possible for contact centers to utilize a wide variety of sources of customer feedback, including multiple survey types, agent notes, social media, chat, voice, email and warranty notes.

According to the company, Clarabridge Speech transcribes and automatically analyzes customer call recordings, including service calls, phone-based market research or after-call surveys. The call data is combined with contact center agents’ notes and other customer data. Collectively the customer feedback is processed using Natural Language Processing (NLP), industry-specific categorization and sentiment scoring to analyze the complete voice of the customer and identify actionable insights.

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