Earlier today, Clarabridge, Inc. was named 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.
According to Forrester, “Clarabridge is primarily a Customer Feedback Management platform on text analytics steroids.” 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.). Clarabridge believes their position as a leader in both Forrester Wave™ reports sets the company apart as the dominant provider of Customer Experience Management (CEM) solutions for the world’s top brands.
“We are proud to be the only vendor included — and recognized as a Leader — in both the Forrester Wave™ Customer Feedback Management Platforms and the Forrester Wave™ AI-Based Text Analytics Platform reports. In our opinion, this solidifies our position as the best enterprise CX platform on the market,” said Clarabridge CEO Mark Bishof.
Forrester’s AI-Based Text Analytics Q2 2020 report evaluated the 8 most significant providers in the market based on 27 criteria covering current offering, strategy, and market presence. Clarabridge received the highest score of all 8 providers in the current offering category and the highest score possible in the strategy execution, performance and global presence criteria. The report states that Clarabridge has embedded speech and conversation analytics capabilities, making it especially attractive for analyzing call center client communications (such as calls, chats, or emails).
“Conversation analytics has fueled huge growth for Clarabridge, reflecting digital transformation trends in contact centers as well as a shift away from survey-centric CX projects to enterprise-wide CX programs. Getting actionable insight from the massive volume of customer interaction data available in organizations today is simply not possible without superior AI-powered text analytics,” said Bishof. “We remain committed to being the best in the business at delivering enterprise CX solutions.”
Clarabridge helps the world’s leading brands take a data-driven, customer-focused approach to everything they do. Using AI-powered text and speech analytics, the Clarabridge experience management platform enables brands to extract actionable insights from every customer interaction in order to grow sales, ensure compliance and increase operational efficiencies. For more information, please visit www.clarabridge.com.