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Clarabridge’s platform doesn’t compensate for their limited scope, complicated programming, underperforming speech analytics, and lackof real-time capabilities.
IMPACT TO BUSINESS
Organization-wide business insights.
CallMiner analyzes customer interactions to drive real-world business improvement across the organization, not just in the contact center – this includes customer experience, product innovation, brand perception, increase revenue, marketing effectiveness, and more.
Limited just to improving customer experience.
Clarabridge’s capabilities are limited to customer experience, which is a great starting point, but doesn’t to impact business beyond the contact center.
Customer Experience Intelligence
CallMiner improves CX holistically and in real-time.
CallMiner offers customer experience intelligence to improve customer retention, decrease customer effort, and improve the customer journey. Unlike Clarabridge, CallMiner offers real-time alerts to guide agents to higher customer satisfaction at the point of service, leaving no missed opportunities.
Clarabridge offers post-call CX analytics.
Clarabridge offers CX analytics, which is especially good if evaluating customer conversations over chat. Their insights are less reliable based on voice conversations since Clarabridge analyzes transcriptions the same way they analyze text sources. Additionally, Clarabridge does not offer real-time alerts, meaning agents may miss an opportunity to rectify a bad experience.
Advanced Speech Analytics
Advanced analytics including audio acoustics.
As Forrester notes, “CallMiner has the most advanced, enterprise-ready speech analytics.” CallMiner has combined traditional conversation analytics with acoustic measures, such as silence and tempo, context in the conversation, and NLP to understand what can’t be found in a transcript.
Text analytics only.
Clarabridge offers text analytics on transcriptions, which doesn’t fully capture the nuance and complexity of speech.
Rapid Time to Value
CallMiner Builds Cultures of Change.
Through a consultative customer success approach as well as a vibrant customer community, CallMiner teaches our customers how to master our platform and get the most out of it. Our team offers a data-driven maturity model and develops a long-term value strategy with our customers which becomes the roadmap for our engagement.
Clarabridge value is dependent on professional services.
Tuning the Clarabridge platform to mine the insights your organization wants is not easy. It often requires extensive professional services to get value from the platform, which Clarabridge offers at an additional cost.
CallMiner give visibility to your pipeline to improve sales cycles.
Our advanced revenue intelligence solution offers in-depth analysis of prospect calls to improve sales cycles and increase win rates.
Clarabridge has no revenue intelligence offering.
Insights delivered your way.
Pre-built and customizable drag-and-drop dashboards are easy to build via CallMiner Visualize. Additionally, the open API means the right teams get the insights they need to act on within their workflows.
Clarabridge offers some visually appealing dashboards, but if analyzing voice, the value of them is limited. The data might not offer the level of insight or customization necessary to drive transformational change.
CallMiner offers both post-call and real-time analytics to improve operational efficiency.
CallMiner has advanced post-call analytics for operational efficiency. Our real-time guidance reduces employee onboarding and silence time with next-best action.
Clarabridge offers operational efficiency analytics for post call only.
Built to turn conversations into coachable moments.
CallMiner automates quality management, monitoring 100% of conversations, providing agents with performance scoring, and alerting supervisors in real-time when coaching is needed. Role-based dashboards make it easy for agents to view their performance with drill-down detail.
Clarabridge offers limited quality management, and no real-time coaching.
The world’s leading brands:
CallMiner's leadership stems from its mastery of operational workflows.
The Forrester Wave: Conversation Intelligence for Customer Service, Q3 2023
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.