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 |
“It took us 8 hours to write, test, and implement a query in the previous tool. We created over 350 queries, spending more than 3000 hours overall. Clarabridge did much more than that in a matter of a few hours.”
“Our team spent months on the previous tool to write the complex queries to search just the audio data. The text-based sources were all in a black box. Clarabridge allowed us to apply the same queries to both text and speech sources, so that we can look at the overall picture.”
