The Forrester Wave™: AI-Based Text Analytics Platforms (People Focused), Q2 2020
Forrester Research named Clarabridge as a Leader in The Forrester Wave™: AI-Based Text Analytics Platforms (People Focused), Q2 2020. This comes just months after Clarabridge’s recognition by Forrester as a Leader in The Forrester Wave™ Customer Feedback Management Platforms, Q1 2020 report.
Text analytics is the core technology underpinning successful customer experience (CX) programs, surfacing insights from massive volumes of unstructured data (customer service calls, emails, chats, private messages, social media engagements, survey feedback, online reviews, etc.). Out of the 8 providers that Forrester says “matter most”, Clarabridge received the highest score in the current offering category and the highest score possible in the strategy execution, performance and global presence criteria.
Findings from the report:
- As machine learning (ML) technology becomes more widespread, knowledge-based AI will dictate which providers lead the pack.
- Rich linguistic rules, multilingual capabilities, and speech analytics are key differentiators for people-focused enterprise text analytics platforms, which focus on analyzing relatively short texts generated by customers or employees in survey platforms, social media, or call center recordings.
- Clarabridge has embedded speech and conversation analytics capabilities, making it especially attractive for analyzing call center communications (such as calls, chats, or emails). Forrester characterizes Clarabridge as “primarily a CFM platform on text analytics steroids”.