Here are 5 reasons why Legacy Speech Analytics tools fail to deliver value
when applied to Customer Experience initiatives:
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Focus is on speech, with an inability to integrate queries and analysis across all Voice of the Customer data sources. | Keyword spotting for conversation topics does not provide the level of drill-down required for deep insight. | Lack of prebuilt topic models greatly elongates the implementation and insight discovery. | Phonetic approach makes the audio retention for processing and playback very expensive. No easy way to identify trends over time. | Takes a complex format to build a handful of queries with extra services for tuning and maintenance. No way to respond to changing environment. |
Reasons Companies Choose Clarabridge
Instead of Legacy Speech Analytics for CX Analytics
KEY FUNCTIONALITY | CLARABRIDGE | LEGACY SPEECH ANALYTICS |
Omnichannel view across all data sources | ✓ | X |
Purpose-built for Voice of the Customer (VoC) Experience Analytics | ✓ | X |
150+ deep-insight templates tuned for industry use cases to get you started | ✓ | X |
Intuitive topic modeling without complex queries or coding | ✓ | X |
Machine learning transcription tuned for industry-specific terms | ✓ | X |
Business user friendly (drag and drop, no coding) | ✓ | X |
Ability to do time-series, year over year and seasonality analysis | ✓ | X |
Drill down and root cause exploration | ✓ | X |
Natural Language Understanding tuned for customer conversations | ✓ | X |
Every utterance assessed to determine sentiment, effort, emotion, and intent | ✓ | X |
Easily quantify and report on human emotions such as anger and confusion | ✓ | X |
Auto-scoring of interactions based on your own criteria sets | ✓ | X |
Call recorder agnostic | ✓ | X |
Fast and scalable reporting across millions of conversations | ✓ | X |
Ability to deploy to thousands of users across the globe | ✓ | X |
Robust closing-the-loop capabilities to assign, track and measure customer experience improvements | ✓ | X |
Commitment to long term value delivery and customer success | ✓ | X |