Clarabridge has released Clarabridge 5.5, a centralized customer experience management (CEM) solution that allows organizations to holistically collect, analyze, and operationalize customer feedback data across the enterprise.
Clarabridge 5.5 also includes the new Clarabridge Engage module, a scalable content-driven CEM solution designed to intelligently capture, route, and respond to customer feedback in real time.
Clarabridge Engage creates a fully integrated CEM hub that leverages Clarabridge's sentiment and text analysis solution to intelligently identify and analyze the actionable customer comments. Clarabridge Engage then alerts the appropriate business stakeholder of the actionable posts in real time.
Key features of Clarabridge 5.5 include the following:
- Additional Data Connectors, including BazaarVoice and GNIP, for real-time processing of the full Twitter Firehose.
- Extended Language Capabilities,including full natural language processing to support global VoC and CEM initiatives; specific languages include English, Chinese, Dutch, French, German, Italian, Russian, Spanish, and Japanese.
- Enhanced Analytics with Custom Calendars to map specifically to your business operations.
- Integrated CEM Engagement Hubthat analyzes both external sources of customer feedback, such as social media, and internal sources, such as email or surveys.
"We recognize that solving today's customer experience challenges requires intelligently delivering customer experience to every business stakeholder, including the customer," said Sid Banerjee, CEO of Clarabridge, in a statement. "The latest release of Clarabridge 5.5 revolutionizes the way companies engage with customers in real time. Regardless of how a customer reaches out to a business, through social media, email, or a different method of communication, Clarabridge 5.5 empowers companies to drive new levels of customer engagement, loyalty and retention. By introducing Clarabridge Engage, we further extend the power of Clarabridge deeper into an organization for the most accurate and comprehensive analysis of customer sentiment."