Attensity Debuts Voice of the Customer Command Center at Forrester Customer Experience Forum in NY

PALO ALTO, Calif., June 20, 2011 /PRNewswire/ -- Attensity, the leading provider of text analytics solutions for Customer Experience Management (CEM), today announced the launch of the Attensity Voice of the Customer (VoC) Command Center. Attensity is exhibiting the capabilities of the Command Center at the Forrester Customer Experience Forum in New York City this week.

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The Attensity VoC Command Center is designed to enable corporate executives to see at a glance — in real time — the impact customer conversations are having on their brands across multiple online and social media sources, as well as internal channels. Attensity has established a working prototype of the VoC Command Center at its Palo Alto headquarters that serves as a live model for large enterprises. (A video demonstration of the Command Center's capabilities is on the Attensity website.)

"We are very excited to introduce the first Voice of the Customer Command Center powered by the world's most advanced text analytics engine," said Ian Bonner, CEO of Attensity. "We believe it sets a new benchmark for enterprises seeking to integrate the real-time voice of the customer into their business and improve the customer experience."

"Increasingly, customers are driving conversations in social media, which must become an integral part of multi-channel Voice of the Customer initiatives," said Bob Thompson, CEO of CustomerThink Corp. and noted expert in customer-centric business strategy. "Attensity's Command Center is a compelling example of a next-generation approach to listening and taking action on real-time social intelligence while also integrating input from more conventional listening posts."

Key Features and Benefits

The Attensity VoC Command Center enables users to go beyond mere social media monitoring to:

• Integrate multi-channel customer conversations from 75 million-plus online and internal sources in 32 different languages, including:
  • Twitter (including the full Twitter Firehose)
  • Communities and forums powered by providers such as Lithium, Jive and others
  • Customer surveys from providers such as Vovici, Allegiance and others
  • Notes from internal CRM systems such as SAP and Oracle Siebel
  • Contact center interactions such as emails and chat sessions
  • Web traffic reporting applications
• Identify emerging threats such as intent to churn, negative reviews, and product and service issues using Attensity Analyze, the industry's most advanced text analytics engine.
• Uncover opportunities such as a customer who is getting ready to buy, looking for a recommendation or asking for information about a product or service.
• Deliver insights at a glance in a central "command center" location, and distribute them virtually to remote users and locations.
• Collaborate on customer issues previously trapped in silos across the enterprise.
• Act with a process playbook to mitigate risk or take advantage of opportunities, delivering the insights to the person or group most equipped to take action. Attensity partners with leading consulting firms and system integrators to help organizations develop a process playbook based on industry best practices.

For more information, including a video of the Attensity VoC Command Center, visit http://www2.attensity.com/CommandCenter. Contact [email protected] to schedule a personalized tour of the VoC Command Center prototype at Attensity's Palo Alto headquarters.

About Attensity

Attensity™ helps the world's leading brands leverage customer conversations as a business asset. Using Attensity's integrated suite of customer analytics and response applications, organizations can tap the wealth of data stored in both internal and online sources, and use that information to improve the customer experience with their brands. Attensity's award-winning Customer Experience Management (CEM) solutions are built on a massively scalable text analytics platform that enables organizations to listen, analyze, relate and act on customer conversations, no matter where they take place. From its headquarters in Palo Alto, Calif., and Kaiserslautern, Germany, Attensity is powering the customer experience strategies of companies such as Charles Schwab, Citigroup, HP, JetBlue, Lloyd's Banking Group, Siemens, Starwood Resorts, Travelocity and Whirlpool. Visit www.attensity.com and follow the company at blog.attensity.com, on Twitter @Attensity, and on facebook.com/Attensity.

©2011 Attensity Group. Attensity is a trademark of Attensity Group in the United States and/or other countries. Information is subject to change without notice. All rights reserved.

Contacts:
Michelle de Haaff, CMO, (650) 433-1700, [email protected]
Lisa Hawes, Sterling Communications, (408) 884-5155, [email protected]

SOURCE Attensity

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