Clarabridge Operationalizes Text Analytics for Better Customer Experience
Clarabridge is a well-known text analytics vendor that markets its products under the banner of customer experience management. As I wrote last year, its products allow organizations to take a closed-loop approach by capturing all forms of text data, analyzing it, categorizing it, understanding root causes of customer issues and raising alerts so that action including collaboration can be taken based on these insights. Such a process is supportive of customer experience management, but for me the missing link is using these insights in real time to actively influence customer interactions.
To help fill this gap, Clarabridge has launched two new products, Collaborate and Engage, which is part of the latest product release. Collaborate uses Facebook-like capabilities to share information to relevant users through one common system. This ensures the right information gets to the right people at the right time, and, since the information comes from a…
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