RESTON, Va.--(BUSINESS WIRE)--Clarabridge, Inc., the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands, today announced it has been named a Strong Performer in the Forrester Research, Inc. April 2017 report, The Forrester Wave™: Customer Feedback Management Platforms, Q2 2017. Last week, Clarabridge was also recognized for its industry-leading customer experience management solution by Temkin Group, who awarded Clarabridge the 2017 Vendor Excellence Award, and just last year, Forrester recognized Clarabridge as a leader in The Forrester Wave™ Big Data Text Analytics Platforms, Q2 2016.
Forrester’s Customer Feedback Management Platform Q2 2017 report evaluated vendors based on 39 criteria including current offering, strategy and market presence, only including the ten most significant companies in the Wave. Clarabridge achieved the highest scores in the Data Integration and Text Mining and Analytics criteria in the Wave.
According to Forrester, “Clarabridge shines in data integration, text analytics, and case management.” The report also highlights Clarabridge’s market-leading text analytics capabilities, and notes that it excels in integrating data—both structured and unstructured. Additionally the Wave cites Clarabridge’s “deep expertise in collecting and mining social media, spoken customer feedback, images, and videos, [which broaden] client access to more types of feedback. Its robust text analytics capabilities are highly integrated into analyses, dashboards, and alerts.”
Forrester’s previous recognition of Clarabridge’s strength in text analytics capabilities by including the company among the leaders in The Forrester Wave™ Big Data Text Analytics Platforms, Q2 2016, and this latest report underscores, in our opinion, Clarabridge’s continued excellence in this field. According to this most recent Wave, “reference clients appreciate [Clarabridge’s] continuous innovation and praise its responsiveness and approach to partnership.”
The report also acknowledged Clarabridge’s “out-of-the-box packages for industries – starting with Healthcare.” These industry-specific packages are designed to cater to the specific needs of any given industry—including Healthcare, Retail Banking and Hospitality—and include category and sentiment models, interactive insight dashboards and natural language processing (NLP) capabilities, all intended to help companies convert customer feedback into actionable insights that increase customer satisfaction, and ultimately save valuable dollars.
Most recently, Clarabridge announced CX Contact Center, a solution built to help companies revolutionize how they implement customer service in the contact center. CX Contact Center utilizes Clarabridge’s world-class speech-to-text translation and analytics, and is the only solution on the market that can accurately interpret the true voice of the customer—both spoken and written—using sentiment analysis.
“What separates the leaders from the laggards when it comes to stellar Customer Experience Management is the depth of features, the ability to handle large data volumes and the accuracy of analytics,” said Mark Bishof, CEO of Clarabridge. “We’re proud to be included in the The Customer Feedback Management Wave. On top of that, we believe our inclusion in last year’s Forrester Big Data Text Analytics Wave emphasized our best in class capabilities to analyze voice of the customer data. With the addition of earning Temkin Group’s 2017 CX Vendor Excellence Award, Clarabridge has achieved a trifecta. We are the only firm to be included in all three of these significant recognitions.”
Clarabridge’s SaaS customer experience management solution helps hundreds of the world’s leading brands put customer feedback to work. Offering the most comprehensive solution for omni-source listening, accurate customer and text analytics, and real-time, guided action is why leading brands trust Clarabridge to power their CX programs and drive a customer focused strategy. The result: better customer experiences. For more information, visit www.clarabridge.com.