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News : Clarabridge Named a Leader in Customer Feedback Management Platforms

#contactcenterworld, @clarabridge, @forrester

Reston, VA, USA, Nov, 2018 -- Clarabridge, Inc., a provider of Customer Experience Management (CEM) solutions, announced it has been named a Leader in the Forrester Research, Inc. report, The Forrester Wave™: Customer Feedback Management Platforms, Q4 2018.

In its vendor profile, the Forrester report states that "Clarabridge excels with integrations and helping clients understand the ‘why’" and "differentiates from the rest of the CFM pack through its strong focus on data integrations and the power of best-in-class analytics. This approach enables the platform to be the brain for CX programs, helping clients make more intelligent decisions by making the most of the data they already collect." The report also stated that Clarabridge customers say they use the platform "to measure topic, sentiment, emotion and intent," which Forrester noted was seldom heard in reference to other vendors.

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Forrester’s Customer Feedback Management Platforms, Q4 2018 report evaluated the nine most significant providers in the CFM market against 40 criteria covering current offering, strategy and market presence. The report noted that clients praise Clarabridge for its strong omni-channel capabilities and that Clarabridge supports 130 industry models that span across both vertical and horizontal use cases in multiple languages. In comparison, the next closest vendor touted 50 models, and the majority reported significantly fewer.

"We are proud to be recognized as a Leader by Forrester in the Customer Feedback Management Wave," said Mark Bishof, CEO of Clarabridge. "As the range of communication channels continues to expand, companies need a solution that leverages AI to effectively capture the Voice of the Customer and make impactful change. We believe this recognition in Customer Feedback along with being named a Leader and a Strong Performer in the Text Analytics and Speech Analytics Waves validates our strategy and vision to be ‘the brain for CX programs’ and raises the bar for everyone else in the industry."

#contactcenterworld, @clarabridge, @forrester

Posted by Veronica Silva Cusi, news correspondent

About Clarabridge:
Company LogoClarabridge is a provider of text analytics software for customer experience management.
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About Forrester:
Company LogoForrester Research is an independent technology and market research company that provides advice on existing and potential impact of technology, to its clients and the public.
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