London, England, Oct, 2019 -- From implementing successful digital customer care to new ways to measure customer emotions, a packed agenda covered a wealth of topics at yesterday’s C3 Europe conference. Clarabridge, Inc., a provider of Customer Experience Management (CEM) solutions, hosted the event, which brought together executives and practitioners from different industries to share knowledge and best practices around CX.
During C3 Europe, Clarabridge gave special recognition to its customers by acknowledging their innovations in the customer experience sector.
"We work with some of the most distinguished brands in the world and introduce cutting-edge CX solutions," said Mark Bishof, CEO at Clarabridge, speaking at yesterday’s event. "These companies have worked hard to ensure their investments in CX create immense value for both their own customers and their businesses, and we are pleased to recognise their outstanding achievements here today."
In addition to recognising the award winners, Clarabridge also unveiled a number of new platform enhancements including Flow Bots, Aggregate Alerting, Intelligent Scoring and Quality Management.
One of Clarabridge’s primary areas of focus is improving the efficiency of digital customer service. As part of enhancements to its Clarabridge Engage platform, the company introduced a Flow Bot feature, which promotes efficient agent workflows by automating segments of the issue resolution process.
Clarabridge introduced several developments to its Clarabridge Analytics product as well, one of which is Aggregate Alerting. Aggregate alerting allows organisations to discover emerging trends and changes in behaviour, whether positive or negative.
A new third feature of the Clarabridge platform is Intelligent Scoring, which improves organisations’ ability to evaluate any type of customer feedback data or interaction. Based on a set of customisable criteria, Intelligent Scoring assesses multiple variables to determine whether those criteria are met and assigns a single score.
Lastly, Clarabridge also introduced its Quality Management module at the event.
The Clarabridge Quality Management module will use Intelligent Scoring to automate this traditionally manual process, scoring 100 percent of interactions in a consistent, objective way that provides agents with immediate feedback to improve coaching over time. Furthermore, this approach can be used for quality management across channels.
"By using AI to automatically score every agent interaction, the Clarabridge Quality Management module will eliminate the need for quality auditors to manually listen to and score calls," continued Mark Bishof. "Our solution is completely changing the game when it comes to optimising contact centre operations."
Posted by Veronica Silva Cusi, news correspondent
Clarabridge is a provider of text analytics software for customer experience management.
Published: Monday, October 21, 2019
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.