Clarabridge provides a text analytics solution with a customer experience focus. This embraces various sources of customer information including surveys, emails, social media and the call center. The technology addresses three essential steps in the analysis of textual information.
It supports the aggregation of information from most sources imaginable, allows the information to be processed for linguistic content and the creation of categories, and finally provides a rich user interface so the results of analysis can be seen. There are three main areas of functionality:
- Clarabridge Analyze comes with the ability to tune classification models and the way sentiment is scored, and provides various reports and visualizations.
- Clarabridge Act provides a customer engagement environment for all customer facing employees by providing real-time dashboards and the mechanisms to address customer feedback.
- Clarabridge Intelligence Platform carries out analysis and is essentially a natural language processing (NLP) engine. Connections to other applications in the organization can be facilitated by Clarabridge Connect, and includes out-of-the-box connectors for salesforce, Radian 6, Lithium and other applications.
Mobile workers are well catered for by Clarabridge Go – a mobile application providing various reports and visuals. A variety of horizontal (product management, customer care, operations management, sales and marketing, human resources) and vertical solutions are also available.