Clarabridge, a global leader in Customer Experience Management (CEM) for some of the world’s top brands, announced that its Clarabridge CX Analytics solution will now integrate with Amazon Web Services (AWS) Contact Center Intelligence (CCI). The result of this will introduce Clarabridge into the AWS Partner Network (APN). AWS CCI solutions combined with Clarabridge’s omni-channel analytics assists organisations in adding machine learning (ML) driven speech and text analytics to existing contact centre technologies, helping to further drive improvement to customer service quality.
Companies have experienced an array of challenges due to the COVID-19 pandemic, which has caused many contact centres to go completely remote while attempting to manage near-impossible call volumes.
As a result of this perfect storm, many businesses are in the process of upgrading contact centre technology to artificial intelligence (AI) to improve customer service experiences. This in turn would lead to higher loyalty, frictionless customer journeys, and reduced churn.
The need for technology that can combine transcribed agent-to-caller interactions along with all other customer feedback to provide actionable insights is vital for a full understanding of the customer experience, particularly as customers increasingly leverage various communication channels such as phone, digital messages, chat, social media, emails, surveys and more.
Measuring Drivers of Customer Satisfaction
Clarabridge CX Analytics integrating AWS CCI call analytics capabilities provides a holistic voice-of-the-customer platform. With this announcement, organisations of all sizes can more easily and accurately centralise insights to unlock potential call deflection and self-service opportunities, automate quality assurance (QA/QM), enable efficient agent coaching processes and measure drivers of customer satisfaction. They can also improve customer lifetime value.
“Speech-to-Text Analytics is heavily dependent on the efficacy of the call transcription. Amazon Transcribe enables us to process our client’s calls with the highest accuracy while allowing maximum scalability during peak seasons,” said Eric Din, Vice President of Global Alliances and Strategy at Clarabridge.
“By working with AWS, we’re providing organisations with the solutions they need to better understand their customer’s needs by listening to them everywhere they want to be heard”
A part of the AWS CCI solutions, Amazon Transcribe makes it easy for companies to add Speech-To-Text capabilities to their existing contact centre ecosystem. Audio data is virtually impossible for computers to search and analyse, and therefore, recorded speech needs to be converted to text before it can be used in business applications.
Previously, customers had to work with often expensive transcription providers requiring heavy customisation and language model maintenance. This made it challenging for them to integrate into their technology stacks. Many of these providers use outdated technology that does not adapt well to different scenarios, like low-fidelity phone audio standards in contact centres, which can also result in low accuracy analytics and insights.
Amazon Transcribe is used to transcribe both inbound and outbound calls with structured contact centre metadata for downstream analytics within the Clarabridge CX Analytics platform by using a deep-learning process called automatic speech recognition (ASR) to convert speech-to-text quickly and accurately.
