PALO ALTO, Calif., Feb 25 /PRNewswire/ -- Attensity™ Group, the leader in business user applications that generate value from unstructured data, today announced Attensity Analyze for VoC Community Advantage. It is the newest product offering in Attensity's Voice of the Customer (VoC) application suite for finding and mining the collective wisdom in customer conversations in emails, web forums, surveys, CRM notes, and other sources. Attensity's VoC solutions convert the text of first-person customer feedback into actionable First Person Intelligence™ with native dashboarding capabilities that reveal sentiments and trends.
Attensity Analyze for VOC Community Advantage is a hosted solution designed to help companies, government organizations and community partners better leverage the deep insight available in customer communities. Organizations can be up and running quickly for a fixed per-month price -- analyzing community chatter to better understand customer sentiment, satisfaction, loyalty, and potential product or service issues.
"We are proud to add an easy-to-use and access offering to customers that enables organizations to analyze their customer discussions in web community forums," said Catherine van Zuylen, Attensity's vice president of product marketing. "Our customers, including Whirlpool, Overstock.com and Travelocity, derive value every day from their use of Attensity solutions to analyze and act on customer discussions in web communities."
One of the more significant trends in social media has been the advent of the web-based customer community, where groups of like-minded individuals focus around a brand or a set of product and services and come together and interact online. These customer communities can often be a rich source of information for new product suggestions, an early warning system for product issues, and a goldmine of service-oriented tips and tricks.
Using Attensity's unique Dynamic Text Profiling, Attensity Analyze for VOC automatically mines and "reads" customer communities and other content (social media, surveys, CRM records, etc) to provide visibility into this information. As opposed to other products which basically just automate searches, Attensity Analyze for VOC is the only Voice of the Customer solution that starts with the data itself -- profiling and "reading" both third-party and company-sponsored customer communities and other content to enable executives, customer relationship analysts and call center managers to more clearly see emerging customer issues and trends, and better optimize call center and marketing activities. By starting with the text, Attensity is able to achieve levels of precision and recall that are simply not available with any other solution on the market today.
For example, a retailer can not only see that their customers are unhappy or happy, but will gain insight into details about why they are unhappy or happy -- through at-a-glance charts and graphs showing compliments, complaints, sentiment, at-risk customers, and "intent to buy" events around a particular store or product. Managers can quickly uncover new insights, see what products might be causing the most issues, which service personnel are gaining kudos for their performance, and spot potential issues with products or locations before they surface in the official help desk channels.
Attensity is offering Attensity Analyze for VOC Community Advantage at a promotional entry price of $7,500 per month though September 2010. Free trials are available and can be signed up for here: (http://www.attensity.com/en/Applications-and-Services/Applications/Voice-of-the-Customer/CommunityAdvantage.html).
Promotional Offer of Attensity Survey Advantage
Attensity is also extending its promotional offer of Attensity Survey Advantage through September 2010. For an entry point of $5,000 per month, Attensity Survey Advantage enables departments within large organizations and government agencies to measure, chart and understand customer sentiment and top issues expressed in customer feedback surveys. It's also the first and only system that enables survey and market research vendors to quickly process the answers to open-ended questions, known as "verbatims," in surveys. Attensity Survey Advantage sheds light on the "whys" behind structured answers and customer satisfaction metrics such as Net Promoter™ scores and the American Customer Satisfaction Index (ACSI). More details on this offer are at http://www.attensity.com/en/News-and-Events/Press-Releases/2009/July-8-2009.html.
Attensity was recently named among "Companies to Watch" by TechWeb's Intelligent Enterprise magazine in its 2010 Editors' Choice Awards (http://bit.ly/9Wb77Z). The company was singled out among 15 business intelligence vendors for its "breakthrough voice-of-the-customer analysis results for customers like JetBlue Airways."
About Attensity Group
Attensity Group provides software applications based on Web 3.0 semantic technologies to find, understand, and use information trapped in unstructured text to drive critical decision-making. The comprehensive suite of applications address collective intelligence in social media and forums; the voice of the customer in surveys and emails; customer response management; e-services; research and discovery; risk and compliance; and intelligence analysis. With more than 500 installations worldwide, Attensity Group's award-winning software is used by large government agencies and such innovative enterprises as Airbus, Charles Schwab, Bosch, JetBlue, Royal Bank of Canada, Travelocity and Vodafone. Organizations are better able to track trends, identify patterns, detect anomalies, reduce threats, and seize opportunities to improve customer satisfaction and retention. The Service & Support Professionals Association (SSPA) honored Attensity Group with its 2009 Recognized Innovator Award. Attensity Group operates in the EMEA region as Empolis. More information is at http://www.attensity.com/en/Company/Blog/index.php, http://twitter.com/attensity and http://www.facebook.com/attensity.
©2010 Attensity Group. Attensity, First Person Intelligence and Exhaustive Extraction are trademarks of Attensity Group in the United States and/or other countries. Other brand and product names are trademarks or registered trademarks of their respective holders. Information is subject to change without notice. All rights reserved.
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