Clarabridge CX Analytics launches AWS Contact Center Intelligence solution

Clarabridge, a global leader in Customer Experience Management (CEM) for some of the world’s top brands, announced today that the Clarabridge CX Analytics solution now integrates with Amazon Web Services (AWS) Contact Center Intelligence (CCI), introducing Clarabridge into the AWS Partner Network (APN). AWS CCI solutions combined with Clarabridge’s omnichannel analytics enables organizations to easily add machine learning (ML)-driven speech and text analytics to existing contact center technologies driving measurable improvement to customer service quality, comprehensive risk/compliance management, and cost reduction in the contact center.

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“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.”

Companies have experienced a variety of challenges due to the global pandemic causing many contact centers to go completely remote alongside rapidly increasing call volumes. Learning from this perfect storm, many businesses are looking to upgrade current contact center technology with artificial intelligence (AI) to improve customer service experiences leading to higher loyalty, frictionless customer journeys, and reduced churn. As customers increasingly leverage various communication channels such as phone, digital messages, chat, social media, emails, surveys and more, the need for technology that can combine transcribed agent-to-caller interactions along with all other customer feedback to provide actionable insights is necessary for a full understanding of the customer experience.

As a unifying platform between legacy contact center technologies and siloed customer feedback collection tools, Clarabridge CX Analytics integrating AWS CCI call analytics capabilities provides a holistic voice-of-the-customer platform. With this announcement, organizations of all sizes can more easily and accurately centralize insights to uncover potential call deflection and self-service opportunities, automate quality assurance (QA/QM), enable efficient agent coaching processes, measure drivers of customer satisfaction, and improve customer lifetime value.

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“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 part of the AWS CCI solutions, makes it easy for companies to add Speech-To-Text capabilities to their existing contact center ecosystem. Audio data is virtually impossible for computers to search and analyze; therefore, recorded speech needs to be converted to text before it can be used in business applications. Historically, customers had to work with transcription providers that required them to sign expensive contracts, requiring heavy customization and language model maintenance and making it challenging for them to integrate into their technology stacks. Many of these providers use outdated technology that does not adapt well to different scenarios, like low-fidelity phone audio standards in contact centers, which result in low accuracy analytics and insights. Using a deep-learning process called automatic speech recognition (ASR) to convert speech-to-text quickly and accurately, Amazon Transcribe is used to transcribe both inbound and outbound calls with structured contact center metadata for downstream analytics within the Clarabridge CX Analytics platform.

Clarabridge CX Analytics enables companies to understand customer experiences across the customer journey by leveraging their feedback and interactions across all data sources. Using the best-in-class Amazon Transcribe engine to process two-way interaction calls into text along with Clarabridge’s industry-leading Natural Language Processing (NLP) engine to analyze the transcribed audio conversation along with all other customer feedback channels, companies are provided with a 360-degree view of all customer experiences. Omnichannel dashboards summarizing agent-to-caller conversations and highlighting the real voice of the customer allows for business users to quickly identify how customer metrics like sentiment, effort, and emotion impact operational costs in the contact center and across the enterprise. This complete understanding of customer experience information enables organizations to make more precise, informed, and actionable decisions regarding their customers.