Attensity Announces Respond for Social Media

New Offering Based on Advanced Semantic Technologies Automatically Classifies and Routes Social Media Messages to Appropriate Departments for Response

PALO ALTO, California, October 5, 2010 — Attensity™, the leader in Customer Experience Management software applications that generate value from unstructured text, today announced Attensity Respond for Social Media. Attensity Respond for Social Media extends the value of Attensity’s industry-leading solution for social media monitoring and measurement, Attensity360.

The powerful combination of Attensity360 with Attensity Respond For Social Media monitors millions of Tweets, Facebook posts, review sites, blogs and more. It then analyzes and classifies them using advanced semantic technologies to identify what is actionable. Attensity Respond for Social Media next routes each message to the best person or group in an enterprise for response in near real-time. This allows enterprises to improve customer satisfaction, reduce customer attrition and support costs, and identify product and competitive issues and opportunities early.

“Attensity Respond for Social Media combines the power of Attensity’s proven contact center response application with the ease-of-use of today’s social media tools to create the next generation of social media analysis and engagement,” said Catherine van Zuylen, vice president of product marketing for Attensity. “We’ve taken the promise of semantic technologies and the promise of social media and delivered an easy-to-use, enterprise-class solution that automatically creates order out of chaos. It helps companies to better understand and connect with their customers.”

Ms. van Zuylen will be leading a complimentary webinar introducing Attensity Respond for Social Media on Wednesday, October 13, 2010, at 11 a.m. Pacific Time.

Responding to Social Media Conversations

Consumers are engaging more intensively online to share information about products, services, opinions and feedback. As consumers look for and deliver service to other consumers online, the volumes of these discussions get larger and larger, overwhelming customer-facing departments in businesses and government agencies.

Attensity Respond for Social Media automatically scans social media discussions across major social media outlets (e.g. news, web forums, communities, blogs, micro-blogging, and social sites such as Twitter, Facebook and LinkedIn) for relevant and actionable posts. Workflows can easily be set up by business users to deliver information to the right department customer support, legal, marketing, public relations, etc. for response and engagement.  All communications are tracked, with a built-in contact center “ticketing” system. These communications can be accessed within the system so that users can see team responses, previous communications, and other key information. At a glance users can also see which messages are awaiting response, which are in progress, and which have been closed.

“Organizations seeking a marketing edge must digest, interpret, and assess huge volumes of user-generated content (UGC) from social media sites,” said Ray Wang, founding partner and senior analyst at Altimeter Group, a research-based advisory firm headquartered in San Mateo, Calif. “Large organizations need leading-edge solutions to help them scale response to this data deluge that would otherwise not be possible through manual searching and sorting.”

Attensity Respond for Social Media also integrates with leading CRM solutions to allow every interaction to be tracked at the customer level. It enables the service agent to improve their customer interactions by providing access to valuable customer profile data in social media as well as in the CRM system. Response times and content are tracked in the customer record for future reference and a full set of interaction management reports are included.

Both Attensity360 and Attensity Respond for Social Media are part of a comprehensive suite of applications designed to allow organizations to better listen, analyze, relate, and act on customer conversations. By adding the deep-dive analytics of Attensity Analyze, even more detailed dashboard reports can be provided for Digital Detectives programs, voice of the customer, and other initiatives These reports reveal degrees of sentiment and track issues that people care about across both external and internal sources, such as surveys, traditional contact center communications, etc., to allow the organization to correlate issue types with response time, sentiment with satisfaction scores, “top issues” in social media vs. “top issues” in the traditional contact center, and other metrics.

Further Discussion

Attensity will host a free webinar on October 19, 2010, that will include insight from Nick Patience, senior analyst at The 451 Group, a leading independent IT research and analyst organization.  Information will be available soon at: http://www.attensity.com/news-events/events/webinars/

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