CLARABRIDGE CEM PLATFORM
Summer 2021 Product Release Webinar
When: July 29, 2021 | Duration: 45 Minutes
Summer 2021 got a little hotter with our latest Clarabridge release! Updates include powerful new features for CX analytics and digital customer service, designed to empower employees, automate processes, and engage customers as we continue our mission to help global brands take a data-driven and human-centric approach in everything they do.
Join our Summer Release Webinar on July 29 to see how our recent product updates will help you elevate your customer experience.
New features include:
- ClaraTM: Intelligent Search for Quick Insights
An intelligent search assistant that can work across all your feedback and data sources, empowering you with the quick insights you need, whenever and wherever you need it.
- Intelligent Scoring Enhancements
New metrics for the rubric spot check, including minimum/maximum values and quartiles, provide more insights upfront on rubric outputs. Create metric alerts based on rubric targets to identify areas in need of immediate attention.
- Reason Detection: Cancellation, Transfer, and Hold
Our AI/Natural Language Understanding engine can automatically identify Cancellation, Transfer, and Hold reasons behind every one of your customer calls. This makes it easier to assess key trends related to areas like service cancellations, agent performance, roadblocks, and more.
- New Team Performance Widgets for Cases
Engage users can now uncover deeper insights into team performance with a new set of widgets. Widgets for Case Handle Time, First Response Time, and Average Messages in Cases allow digital service teams to understand their team’s strengths and discover opportunities for coaching.
Lauren Sciacca is a CX Studio Product Manager at Clarabridge HQ in Reston VA. Coming from the world of B2C and B2B consulting, she has a background in user experience, human-computer interaction, and research. She leads Clarabridge’s efforts usability and accessibility – making CX Studio and the Pulse mobile app a more effortless and efficient experience.
Product Manager Associate
Caroline Kinsella is the Product Manager Associate for NLP and Enrichments. She works to expand reporting capabilities across languages in Clarabridge and offer a variety of data enrichments ranging from intent detection and emotional analysis to conversation reporting features. Before joining Clarabridge, Caroline studied Cognitive Science and Linguistics at the University of Virginia.