NLP-enabled Clarabridge Named A Leader by The Forrester Wave

Earned Highest Score of All Vendors in Current Offering category, “Leads in Text Analytics and Enabling an Omnichannel View”, report states

Today, Clarabridge, Inc., a leading provider of Customer Experience Management (CEM) solutions for the world’s top brands, was named as a Leader in The Forrester WaveTM: Customer Feedback Management Platforms, Q2 2021 report. Clarabridge received the highest score of all 12 vendors in the current offering category and earned the highest possible scores in the criteria of Speech and Speech-to-Text, and Text Analytics. In addition, Clarabridge also received the highest possible scores in the Integrations, Creates a Culture of Customer-Centricity, Drives Revenue/Impacts Business and CX criteria. Clarabridge also received the highest scores possible in the Product Vision and Strategy, Execution and Delivery on Roadmap, and Partner Strategy criteria.

According to Forrester, “Omnichannel integrations, text analytics, and services are critical for success.” The report goes on to state that [Clarabridge] “stands out from the pack when it comes to helping customers connect disparate data sources from various tools across silos like contact center, digital, and CX team, creating a unified view. Along with its its robust natural language processing (NLP) and understanding (NLU) capabilities, this helps Clarabridge customers capture rich sentiment, understand customer emotions, and uncover deep insights.” Reference customers told Forrester that Clarabridge “makes the data more actionable and trustworthy” and “brings the necessary context to meet the needs of diverse stakeholders across the business.”

“We are extremely proud of these results. We believe the recommendations made in this report mirror what we’re seeing as criteria for success in our own customer base. CX and Contact Center teams that move beyond surveys to evaluate and score calls and chat conversations at scale drive substantially higher business value,” said Clarabridge CEO Mark Bishof. “As our recent announcements about Intelligent Scoring, AI-augmented Quality Management, and Automated Narratives illustrate, we continue to innovate and lead the pack when it comes to using feedback and conversation data to transform customer experience and contact center operations.”

Over the past year, Clarabridge released its conversation explorer for interaction analytics, augmented with patent-pending intelligent scores and AI-derived NLU attributes to evaluate customer service quality and compliance and assess effort, emotions, empathy, reasons for contact and more. Clarabridge Intelligence Scoring was referenced by Forrester in the CFM Wave report. Clarabridge Intelligent Scoring is being used by organizations to modernize CX program evaluation and contact center quality assurance and compliance, moving beyond singular measures such as Net Promoter Score® (NPS®) or Effort to encapsulate a variety of indicators in a composite score. The company has also made available a bevy of connectors for leading voice and chat tools to upload conversations at scale into Clarabridge for analysis. Recently, the company announced a new feature called Automated Narratives that automatically produces a call summary report so that agents can skip the post-call work and get right to the next customer engagement.

The Forrester Wave™: Customer Feedback Management Platforms, Q2 2021 report evaluated the 12 most significant CX platform providers in the market based on 33 criteria covering current offering, strategy, and market presence. Clarabridge received the highest score for its current product offering. No other vendor received top scores for omnichannel data integration, speech or text analytics, noted as factors critical for CX program success by Forrester.

“As the only vendor included—and recognized as a Leader—in both the Forrester Wave™ Customer Feedback Management Platforms and the Forrester Wave™ AI-Based Text Analytics Platform reports, we believe this solidifies our position as the best enterprise CX platform on the market,” said Clarabridge CEO Mark Bishof.

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