Customers have an increasing number of choices for how they interact with a business in the physical and virtual worlds. Whether it’s a store, call center, web site, social media or a survey, listening and correlating the voice of the customer across these channels can provide businesses with unique insights into customer’s wants, needs, motivations and concerns. At Clarabridge, we are focused on enabling businesses to quickly and easily see the complete customer experience, independent of feedback channels, languages, or business stakeholder. With Clarabridge, businesses get a holistic view of customer experience along with the insights necessary to drive decisions on processes, products, services, marketing campaigns and operations. They gain a better understanding of customers, competitors and changing market dynamics to optimize the experiences that work.
Clarabridge v4.5 “Tower” release significantly extends Clarabridge’s market-leading customer experience management solution. It simplifies access to the voice of the customer while allowing more people within an organization access to reports that can help them take decisive actions. Enhancements and new features included with this release can be primarily grouped into three major categories.
Improved Analytics for Faster insights
- Reporting – Simple point-and-click wizards enable users to customize their dashboards so that any business stakeholder within an organization has interactive access to information that is actionable and dynamically personalized. Enhanced dashboard visualization offers “bird’s-eye” views, data brushing and contextual filtering between multiple indicators to facilitate broader decision-making across a larger, more pervasive audience.
- Dashboard Explorer to explore an entire document in one view.
- Structured Data Reporting and Advanced Drill-Anywhere capabilities for deeper insights and enhanced root cause analysis.
- Cloud Reports to quickly visualize and interact with top words, linguistic connections and attributes shaded by sentiment.
- Analysis Improvements to save reports and additional report sampling options -- sampled, refined, full.
- Shared and Mandatory Filters to share filters with others and control access to data (Mandatory Filters) within the same project (example: division, company, and region).
- Categorization Library with 400+ built-in categories to discover emerging issues and concepts quickly. The built-in categories span a diverse set of Voice of Customer (VoC) themes. Users can now simply apply this model against their customer feedback data to not only discover what customers are saying about their brand, product, service or competition, but track these as performance indicators that impact customer loyalty and satisfaction.
Enhanced Data Integration for Universal Customer View
- NLP and Advanced Sentiment Analysis for French and Portuguese - With the “Tower” release, Clarabridge has further extended its proprietary Natural Language Processing (NLP) engine and advanced sentiment analysis for French and Portuguese. Our proprietary language pack framework allows for easy addition of full NLP/advanced sentiment capabilities to foreign languages enabling businesses to compete globally by discerning customer needs and sentiments across multiple languages. Full NLP capability and advanced sentiment analysis are now available for 4 of the most widely spoken languages – English, Spanish, French, and Portuguese while basic NLP capabilities are available for any language that complies with UTF-8 encoding.
- Additional Social Media Integration – The Clarabridge ”Tower” release offers wizard-based built-in data connectors to Lithium, NM Incite
BuzzMetrics and Radian-6 within Navigator. This is a large opportunity for value realization as organizations add social media listening tools more broadly. Now with built-in integration into NM Incite BuzzMetrics, Lithium, and Radian-6, Clarabridge serves as the core CEM platform,transforming data from these “listening” services into accurate and deep insights that answer not just “how much” but “what” and “why”. Additionally, this provides an enterprise warehouse environment for both your internal customer feedback data and social media data to create a complete 360 degree view of customer experiences.
- APIs: This release features new and enhanced APIs providing greater access to Clarabridge’s sentiment and text analytics engine capabilities. With these APIs, Clarabridge offers seamless integration of customer intelligence with workflow systems and other enterprise solutions such as BI platforms, CRM suites, EFM and ECM applications to ensure customer intelligence translates to decisive business action across multiple systems within an enterprise.
- Enhanced Real-time API - Ability to process documents and multiple verbatims in a single call.
- Create Project API – Ability to create a new project through the API.
Simplified Administration for Management Efficiencies
- Low-effort Project Management - New features have been introduced to dramatically reduce data-to-insight time, providing business users with self-sufficiency, while simultaneously hiding, data management complexities.
- Process data incrementally – Apply existing models automatically while adding additional data to existing projects.
- Model Merger - Move categorization models from one project to another (example: development to production) or combine nodes between models.
- Duplicate Detector in Navigator – Manage duplicates before data is processed.
- Attribute Mapper - Map and rename your project attributes directly in Navigator.
- Clarabridge Portal Integration – One click tabbed access to the Portal from the Navigator.
- Role-based Access Enhancements – Additional roles and privileges have been added to broaden user access to key tools and reports available within Clarabridge.