Clarabridge Closes 2018 with Record Growth in the Contact Center

Award-winning Customer Experience Management Company Cites 800%
Uptick in Contact Center Solution; Analyzes +3.5 Billion Sentences to
Date

RESTON, Va.–(BUSINESS WIRE)–lt;a href=”https://twitter.com/hashtag/CEM?src=hash” target=”_blank”gt;#CEMlt;/agt;–Clarabridge,
Inc.
, the leading provider of Customer
Experience Management
(CEM) solutions for the world’s top brands,
today revealed that it has closed a momentous 2018, with a
record-setting fourth quarter, positioning the company for continued
growth in 2019. The Clarabridge
Contact Center Solution
has grown in use by 800% in less than two
years since launch, fueling the company’s success. In 2018, Clarabridge
added nearly 100 new customers spanning Fortune 500 healthcare,
financial, CPG, and high-tech institutions, and experienced a 45%
increase in Q4 bookings.

With its cutting-edge conversation
analytics
, the Clarabridge Contact Center solution has analyzed over
3.5 billion sentences since 2017, including voice calls, chat, email,
chatbots, messaging and social media interactions. Together, these
digital conversation channels yield critical, actionable insights that
help brands around the world drive loyalty and reduce churn.
Collectively across its solutions, the company has processed nearly 20
billion customer service interactions with no signs of slowing down.

Clarabridge uses award-winning machine learning and AI technology to
capture the voice of the customer and operationalize customer feedback.
Forrester Research praised Clarabridge across its Wave Reports as a
Leader in AI-Based
Text Analytics
and Customer
Feedback Management Platforms
, as well as a Strong Performer in
AI-Fueled Speech Analytics
.

In 2018, Forrester Research stated: “Clarabridge
is on a tear
.” The company, “… differentiates from the rest of the
CFM pack through its strong focus on data integrations and the power of
best-in-class text analytics. This approach enables the platform to be the
brain for CX programs
.”

Clarabridge was also named the winner of AIConics’ “Best
Innovation in NLP Award
,” and the company’s work with USA TODAY
NETWORK was recognized by Ventana Research as the
Digital Leader in Customer Experience
. Similarly, Clarabridge
honored many brands within its global customer portfolio with 2018’s
Customer Experience Awards, including AARP, Carnival Corporation’s
Holland America Line, CIBC, Electrolux, UnitedHealth Group and Sky
Spain, among
others
.

“Over the past five years, Clarabridge has proven to be an excellent
partner, providing a true omnichannel solution that has enhanced both
our customer and employee experience programs and helped us make
significant changes to different functions within our organization,”
said Jim Pendergast, Senior Vice President of Experience at AARP. “We
recently expanded our work with Clarabridge, and now leverage the
platform to analyze 100% of calls in our contact center. With
Clarabridge, we have deep insight into feedback channels spanning web
surveys, social media, email, calls and more, collectively resulting in
a better, more nuanced understanding of our VOC (Voice of Customer) and
VOE (Voice of Employee).”

In addition to accumulating numerous and prestigious industry accolades,
the company introduced the Clarabridge
Effort Score
to enable its clients to measure, track, and ultimately
reduce the level of effort their customers experience throughout the
brand journey. Clarabridge was also among the first business solution
providers for WhatsApp with its roll out on CX
Social
, and further solidified its global footprint with the
addition of new NLP language packs including Tagalog, Vietnamese, Hindi
and Bengali as well as the expansion of its conversation analytics
functionality to British English, German, French and Spanish.

“In 2018 we aggressively expanded the customer base across our entire
suite of solutions while simultaneously providing strong business value
to existing clients,” said Mark Bishof, CEO of Clarabridge. “As we look
ahead, we will remain committed to driving innovation in the contact
center, while putting a new focus on operationalizing customer feedback
at every level of the organization; from CX analyst, to store manager,
to product designer to regional Area President, to CXOs in order to
elevate the customer journey and foster loyal brand advocates for our
customers.”

About Clarabridge

At Clarabridge we are obsessed with delivering innovative customer
experience and contact center solutions. With over a decade of
experience in designing and delivering industry-recognized best-in-class
text and speech analytics, we have enabled thousands of global brands
transcend from insights to action.

For more information, visit www.clarabridge.com.

Contacts

LaunchSquad for Clarabridge
Annie Betz, 212-564-3665
[email protected]

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