RESTON, VA—(BUSINESS WIRE, February 18, 2021)—Clarabridge, Inc., the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands, experienced a record-breaking year in 2020, with 300% increase in new customers sales YoY in Q4 and growth in overall deal size driven by speech analytics. More than 78% of net-new customer sales in Q4 included voice data (phone calls), representing a 449% jump over the first half of the year.

The company expanded its footprint in key industry verticals such as financial services, healthcare, digital commerce, CPG, transportation and retail, as enterprises around the world used Clarabridge insights to drive customer-first initiatives. Clarabridge had significant wins against major Customer Feedback Management (CFM) vendors (Medallia, Qualtrics, Verint, and NICE) due to its omnichannel data integration capabilities and unparalleled Natural Language Understanding. The close of a record year included a new customer relationship with one of the nation’s leading insurance companies, which projects $30 million in savings from call center optimization using Clarabridge patent-pending features such as Automated Narratives and Intelligent Scoring. Clarabridge is also helping one of the world’s largest automobile companies re-imagine its customer-facing processes to support their vision of electric vehicle proliferation.

In Europe, the company grew new customer sales 200% in 2020. With native analytics support for 23 languages and the CX industry’s fastest and most scalable voice data pipeline, Clarabridge closed major contact center speech and digital transformation deals at several large companies, notably including a Fortune 500 bank in London, a Saudi-based telecommunications company, a multi-billion-dollar scientific publishing firm headquartered in the Netherlands, and a French automotive parts manufacturer.

Over the past year, Clarabridge witnessed an unprecedented shift in digital experience and transformation, as companies around the globe adapted to new modes of service. Clarabridge helped its customers bridge this shift by quickly releasing new capabilities to engage with customers on private messaging and chat/chatbot channels and to analyze and optimize chatbot conversations. Overall chat volumes for analysis grew 300% since March, while the use of surveys as a source of customer feedback dramatically declined, a trend confirmed by Forrester Research. Early in the pandemic, Clarabridge also launched the Covid Command Center for its customers, which provided time-critical resources that proved invaluable for many of its customers navigating through the pandemic.

As superior customer intelligence became critical to innovation and survival in 2020, Clarabridge announced strategic partnerships with Qualtrics, Microsoft Dynamics 365 and Customer Voice, and Amazon Web Services (AWS) Contact Center Intelligence (CCI) to provide comprehensive platform solutions. Underpinned by Clarabridge’s industry-leading speech and text analytics, these partnerships provide businesses with a complete understanding of customer experience, driving more precise, informed, and actionable decision-making.

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