#contactcenterworld

Reston, VA, USA, Jan, 2021 -- Clarabridge, a global provider in Customer Experience Management (CEM), announced that the Clarabridge CX Analytics solution now integrates with Amazon Web Services (AWS) Contact Center Intelligence (CCI), introducing Clarabridge into the AWS Partner Network (APN). AWS CCI solutions combined with Clarabridge’s omnichannel analytics enables organizations to easily add machine learning (ML)-driven speech and text analytics to existing contact center technologies driving improvement to customer service quality, comprehensive risk/compliance management, and cost reduction in the contact center.

Companies have experienced a variety of challenges due to the global pandemic causing many contact centers to go completely remote alongside rapidly increasing call volumes. Learning from this perfect storm, many businesses are looking to upgrade current contact center technology with artificial intelligence (AI) to improve customer service experiences leading to higher loyalty, frictionless customer journeys, and reduced churn. As customers increasingly leverage various communication channels such as phone, digital messages, chat, social media, emails, surveys and more, the need for technology that can combine transcribed agent-to-caller interactions along with all other customer feedback to provide actionable insights is necessary for a full understanding of the customer experience.

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

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com

Date Posted: Friday, January 15, 2021