Clarabridge, a Qualtrics company Strengths, Domain Expertise, and Key Differentiators
Clarabridge helps the world’s leading brands take a data-driven, customer-focused approach to everything they do. Using AI-powered text and speech analytics, the Clarabridge experience management platform enables brands to extract actionable insights from every customer interaction in order to grow sales, ensure compliance and increase operational efficiencies.
Clarabridge offers a cloud-based platform for cross-channel contact center analytics, automated quality and compliance management, and enterprise-grade digital customer service. It captures and analyzes 100% of the human and bot interactions occurring within the contact center every day, with insights and automation solutions that can help save 20% of company's operational costs.
Clarabridge, a Qualtrics company Recent Developments
In July 2020, Clarabridge made a series of enhancements to its analytics and engagement platform. The new features included in Clarabridge’s 2020 summer product release empower companies to proactively address changing market dynamics, sustain brand reputation and loyalty, adjust to an accelerating digital shift, and ultimately remain competitive.
Clarabridge Intelligent Scoring is a patent-pending automation solution that leverages the power of Clarabridge’s Natural Language Understanding (NLU) engine to automatically evaluate interactions throughout the contact center, a historically under-leveraged hub for customer experience data.
Users can define their own weighted evaluation criteria in a simple, easy-to-use form within the Clarabridge Analytics platform and assess agents based on both hard skills such as script adherence and keywords and soft skills such as empathy and professionalism.
Clarabridge, a Qualtrics company Mergers and Acquisitions (M&A) Activities
In October 2021, Qualtrics has completed the acquisition of Clarabridge. Qualtrics and Clarabridge have a longstanding relationship and connected systems that allow them to deliver value to customers immediately. Approximately 40% of customers are also Qualtrics customers. Qualtrics and Clarabridge are culturally aligned with a relentless focus on customer success, innovation, and winning as a team.
Clarabridge, a Qualtrics company Customers in ARTW Customer Database
Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying Clarabridge, a Qualtrics company applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of Clarabridge, a Qualtrics company and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified Clarabridge CX Suite, CX Contact Center customers.
Clarabridge, a Qualtrics company Overview
Ownership: - x
Number of Employees: 360
Key Verticals: Automotive, Banking and Financial Services, Communications, Consumer Packaged Goods, Distribution, Education, Government, Healthcare, Insurance, Leisure and Hospitality, Life Sciences, Manufacturing, Media, Oil, Gas and Chemicals, Professional Services, Retail, Transportation, Utilites,
Clarabridge, a Qualtrics company Key Enterprise and Cloud Applications
Clarabridge CX Suite, CX Contact Center
Clarabridge, a Qualtrics company Revenues, $M:
|Type/Year||2019||2020||YoY Growth, %|
|Total Revenues, $M||Subscribe||Subscribe||Subscribe|
|Enterprise Applications Revenues, $M||Subscribe||Subscribe||Subscribe|
|Cloud Applications Revenues, $M||Subscribe||Subscribe||Subscribe|
* Enterprise Applications Revenues = License + Support & Maintenance + SaaS
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.
Clarabridge, a Qualtrics company Revenue Breakdown By Type, $M:
|Type||License||Prof. Services||Hardware||Support & Maintenance||SaaS||PaaS||IaaS||Other (Non Enterprise Application Revenues)||Total|
|% of Total Revenues||Subscribe||Subscribe||Subscribe||Subscribe||Subscribe||Subscribe||Subscribe||Subscribe||100%|
Clarabridge, a Qualtrics company Enterprise Applications Revenues By Functional Markets, $M:
Clarabridge, a Qualtrics company Enterprise Applications Revenues By Verticals, $M:
Clarabridge, a Qualtrics company Revenues By Region, $M
|Region||% of Total Revenues||2020 Total Revenues, $M||2020 Enterprise Applications Revenues, $M||2020 Cloud Applications Revenues, $M|
Clarabridge, a Qualtrics company Direct vs Indirect sales
|Region||Direct Sales||Indirect Sales||Total|
Clarabridge, a Qualtrics company Customers - Breakdown by Geo, Size, Vertical and Product
No. of Clarabridge, a Qualtrics company Customers: 380
No. of Clarabridge, a Qualtrics company Enterprise Applications Customers: 380
No. of Clarabridge, a Qualtrics company Cloud Customers: x
No. of Clarabridge, a Qualtrics company Cloud Subscribers: x
Clarabridge has hundreds of customers worldwide. It's installed base includes B/E Aerospace, Best Buy, Choice Hotels, Dell, Expedia, E.ON, Fidelity, Gaylord Hotels, Government of British Columbia, Intuit, J.D.Power, Marriott International, PetSmart, QVC Inc., Sage North America, United Airlines, Walmart, Walgreens, and Wendy's International, Pella, Lenovo, DuPont, Orbitz, WestJet, CarMax and The Hartford Corporation, Walmart, Dell Inc., E.ON Energy, Intuit, QVC, Inc., Sage Software, United Airlines, and many more.
Clarabridge, a Qualtrics company Market Opportunities, M&A and Geo Expansions
In 2019, 25 of the Fortune 100 companies were Clarabridge customers, 7 of the top 10 health insurance companies in the United States, and another 38 financial institutions use Clarabridge for reductions in complaints and compliance risk, improvements in digital experience and market research.
Clarabridge's solution has helped it's customers in improving contact center operations, and it pinpoints information that originates in the contact center but has major implications for revenue optimization, customer journey mapping and customer satisfaction. This information is relevant for teams across an organization, underlining the platform’s ability to impact the broader area of customer experience from enhancing product quality and streamlining business processes to delivering world-class digital transformations and impacting operations.
Clarabridge, a Qualtrics company Risks and Challenges
Clarabridge needs to further differentiate itself from a crop of Customer Experience Management applications vendors and its acquisition of Market Metrix in 2014 for hospitality vertical expertise and expansion in the Latin America market underscored its desire to do just that.
Clarabridge, a Qualtrics company Ecosystem, Partners, Resellers and SI
Clarabridge collaborates with their global partner ecosystem to deliver superior customer experience. It's partnership network includes Service Partners, which are: Accenture Digital, Acumen Solutions, Cognizant, Concentrix, Consulta, Farlinium, Ipsos, others. Technology Partners as part of the partnership networks are: Cogito, Customerville, Microsoft, Oracle, Nuance, Red Box, and many more.
Clarabridge, a Qualtrics company Cloud Infrastructure Insights
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Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.
Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).
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