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News : Clarabridge Introduces Intelligent Scoring, Interaction Analytics Features

#contactcenterworld, @clarabridge

Reston, VA, USA, July, 2020 -- Clarabridge, a provider of Customer Experience Management (CEM) solutions, announced a series of enhancements to its analytics and engagement platform. By enhancing an organization’s ability to analyze millions of interactions, Clarabridge surfaces the actionable insights needed to make decisions in the midst of unprecedented challenges.

In an ever-changing world, circumstances can evolve in an instant, and it’s not enough for companies to remain in a constant cycle of reactiveness. The new features included in Clarabridge’s 2020 summer product release empower companies to proactively address changing market dynamics, sustain brand reputation and loyalty, adjust to an accelerating digital shift, and ultimately remain competitive.

"[Clarabridge Intelligent Scoring] has really helped to show the performance of agents performing well and agents with opportunities. It takes out the bias of manually scoring the calls," said Susan Campbell, Director of Customer Experience at Vera Bradley.


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As digital customer service channels such as live chat, chatbots and private messaging have exploded, Clarabridge also introduced Multichannel Interaction Analytics and Visualization. 

"With the global health crisis impacting companies around the world, our clients are relying on digital customer service channels more than ever. While these channels provide customers with more ways to communicate with businesses, they also increase the volume of inquiries that contact centers must handle," said Clarabridge CEO Mark Bishof. "The features included in our summer product release help organizations understand the patterns that emerge across these channels and create a consistent experience when consumers reach out with concerns."

"It’s important for a business to act quickly and decisively, especially in times of crisis. We are very excited about the summer product release, which is our biggest release ever. The included features will eliminate the need for business users to wonder whether a change is significant enough to require action," said Clarabridge CPO Fabrice Martin.

#contactcenterworld, @clarabridge

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


About Clarabridge:
Company LogoClarabridge is a provider of text analytics software for customer experience management.
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Today's Tip of the Day - Season Greetings

Read today's tip or listen to it on podcast.

Published: Monday, July 20, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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