Clarabridge CX Analytics Solution Integrates with Amazon Web Services Contact Center Intelligence

Clarabridge, a worldwide innovator in Customer Experience Management (CEM) for a portion of the world's top brands, reported today that the Clarabridge CX Analytics solution currently coordinates with Amazon Web Services (AWS) Contact Center Intelligence (CCI), bringing Clarabridge into the AWS Partner Network (APN). AWS CCI solutions joined with Clarabridge's omnichannel analytics empowers associations to effortlessly add AI (ML)- driven discourse and text analytics to existing contact center innovations driving quantifiable improvement to client assistance quality, far reaching hazard/consistence the board, and cost decrease in the contact center.

Organizations have encountered an assortment of difficulties because of the worldwide pandemic causing many contact centers to go totally distant close by quickly expanding call volumes. Gaining from this ideal tempest, numerous organizations are hoping to update current contact center innovation with computerized reasoning (AI) to improve client care encounters prompting higher devotion, frictionless client travels, and diminished stir. As clients progressively influence different correspondence channels, for example, telephone, computerized messages, visit, web-based media, messages, overviews and the sky is the limit from there, the requirement for innovation that can join translated specialist to-guest communications alongside any remaining client input to give significant bits of knowledge is important to a full comprehension of the client experience.

As a binding together stage between heritage contact center advances and siloed client criticism assortment apparatuses, Clarabridge CX Analytics incorporating AWS CCI call analytics capacities gives an all encompassing voice-of-the-client stage. With this declaration, associations, everything being equal, can all the more effectively and precisely concentrate experiences to reveal potential call diversion and self-administration openings, computerize quality confirmation (QA/QM), empower productive specialist training measures, measure drivers of consumer loyalty, and improve client lifetime esteem.

“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.”

Amazon Transcribe, a piece of the AWS CCI solutions, makes it simple for organizations to add Speech-To-Text abilities to their current contact center environment. Sound information is practically inconceivable for PCs to look and investigate; accordingly, recorded discourse should be changed over to message before it very well may be utilized in business applications. Truly, clients needed to work with record suppliers that necessary them to sign costly agreements, requiring weighty customization and language model upkeep and making it trying for them to incorporate into their innovation stacks. A large number of these suppliers utilize obsolete innovation that doesn't adjust well to various situations, similar to low-constancy telephone sound guidelines in contact centers, which bring about low precision analytics and experiences. Utilizing a profound learning measure called programmed discourse acknowledgment (ASR) to change discourse over to message rapidly and precisely, Amazon Transcribe is utilized to interpret both inbound and outbound calls with organized contact center metadata for downstream analytics inside the Clarabridge CX Analytics stage.

Clarabridge CX Analytics empowers organizations to comprehend client encounters across the client venture by utilizing their input and cooperations across all information sources. Utilizing the top tier Amazon Transcribe motor to handle two-way communication calls into text alongside Clarabridge's industry-driving Natural Language Processing (NLP) motor to investigate the deciphered sound discussion alongside any remaining client input channels, organizations are furnished with a 360-degree perspective on all client encounters. Omnichannel dashboards summing up specialist to-guest discussions and featuring the genuine voice of the client considers business clients to rapidly recognize how client measurements like slant, exertion, and feeling sway operational expenses in the contact center and across the undertaking. This total comprehension of client experience data empowers associations to make more exact, educated, and significant choices with respect to their clients.

About Clarabridge

Clarabridge, an award-winning Customer Experience Management (CEM) solution, helps the world’s leading brands take a data-driven, customer-focused approach to everything they do. Using AI-powered text and speech analytics, the Clarabridge experience management platform enables brands to extract actionable insights from every customer interaction to grow sales, ensure compliance, and increase operational efficiencies.