PARTNER SPOTLIGHT

AWS Contact Center Intelligence

Clarabridge through AWS Contact Center Intelligence provides organizations a unifying platform which can easily and accurately transcribe call center data for customer-focused analysis alongside the plethora of text-based customer feedback sources.

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AWS Contact Center Intelligence and Clarabridge CX Analytics in the Contact Center

The future of the contact center is the continued expansion of self-service, digital interactions, and hyperpersonalization. Amazon Web Services (AWS) Contact Center Intelligence (CCI) and Clarabridge’s CX Analytics (CXA) provides companies with the platform and insights to transform their operations, increase revenue, decrease costs, and improve customer loyalty and satisfaction. See how Clarabridge and AWS lead your contact center into the future in this solution brief.

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How Clarabridge Fits Into AWS Contact Center Intelligence

As an AWS CCI Partner, Clarabridge fits a unique niche of being a customer experience focused post-call and omnichannel analytics vendor.  Leveraging Amazon Transcribe, a best-in-class Automatic Speech Recognition solution, Clarabridge is able to transcribe audio data from both inbound and outbound calls, and pair the data with customer feedback from emails, chats, surveys, social media posts, and more, to provide a comprehensive understanding of key performance metrics like sentiment, customer effort, and emotion.

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Why It Matters

Modern omnichannel contact centers require omnichannel analytics solutions.

Highest accuracy transcription combined with highest accuracy natural language processing (NLP) provides the highest quality insights and analytics potential.

Understanding contact drivers allows organizations identify agent efficiency improvements, deflection and self-service opportunities, risk factors, and areas of customer delight and friction.

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“Speech-to-Text Analytics is heavily dependent on the efficacy of the call transcription. Amazon Transcribe enables us to process our client’s calls with the highest accuracy while allowing maximum scalability during peak seasons. By working with AWS, we’re providing organizations with the solutions they need to better understand their customer’s needs by listening to them everywhere they want to be heard.”

Eric Din, Vice President of Global Alliances and Strategy at Clarabridge

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