Clarabridge, Inc., the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands 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.
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.
Earlier this year, Clarabridge was named a Leader and a Strong Performer in the recent AI-Based Text Analytics Wave (1) and AI-Fueled Speech Analytics New Wave (2), respectively. The company recently announced significant updates to its platform including expanded language support for its Speech Analytics solution, which will enable companies with a global presence to better understand all emerging contact center conversations.
“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.”
The full report is available for download here, compliments of Clarabridge.
¹ The Forrester Wave™: AI-Based Text Analytics Platforms, Q2 2018
² The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018
About Clarabridge
Clarabridge’s SaaS customer experience management solution helps hundreds of the world’s leading brands put customer feedback to work. Offering the most comprehensive solution for omni-source listening, accurate customer and text analytics, and real-time, guided action is why leading brands trust Clarabridge to power their CX programs and drive a customer focused strategy. The result: better customer experiences. For more information, visit www.clarabridge.com.