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Attensity Partners with Twitter to Provide Innovative Social Media Customer Service and Analytics Application

October 20, 2010

Leading Voice of the Customer Solutions Provider Extends Value of Its Customer Experience Management Product Suite By Leveraging the Twitter Firehose

PALO ALTO, California, October 20, 2010 — Attensity™, the leader in Customer Experience Management software applications that generate value from unstructured text, today announced an agreement with Twitter, the leading real-time information network, to enable Attensity to listen to, analyze, relate and act on the complete stream of one of the fastest growing channels of customer feedback and conversation in use today. Attensity customers will have real-time access to Twitter’s “Firehose” or complete data stream, including over 90 million Tweets each day.

In today’s world, businesses cannot risk missing any of the conversations, posts, or comments happening on the social web that could adversely impact their brand and customers. Businesses can use these conversations as an opportunity to engage with customers to improve their satisfaction and ensure that they retain customers over time.

“For accurate customer experience management, enterprises need full access to all customer conversations — Facebook, blogs, forums and more — no matter where they take place,” said Catherine van Zuylen, vice president of product marketing at Attensity. “With this partnership, we’re providing access to all customer conversations on Twitter to improve discovery, analysis, and response to customer issues, recommendations, and questions. By harnessing the Twitter Firehose with our patented Exhaustive Extraction™ approach and other rich semantic technologies, we transform millions of these conversations every day for applications in social media monitoring and response, voice of the customer analysis, crisis response, churn analysis, and more.”

Attensity’s access to the Twitter data stream will extend the value of its Voice of the Customer solutions, including Attensity Analyze, its industry-leading solution for both deep-dive voice of the customer and text analysis, along with its solutions for social media monitoring and response, Attensity360 and Attensity Respond for Social Media.

Attensity Engage Conference
On November 9-10, Attensity will host its third annual global user conference, Attensity Engage, at the Computer History Museum in Mountain View, California. Attensity’s clients, partners and executives will join customer experience and social media visionaries for a dynamic exploration of the future of multi-channel Customer Experience Management. Details are at http://www.regonline.com/attensity.

For more information about Attensity solutions, join an Attensity webinar on social media monitoring, social media response and voice of the customer.

Social Media Links:

Attensity Voice of the Customer Analytics Solutions:
http://www.attensity.com/applications-and-solutions/attensity-analytics-suite/

Attensity Analyze:
http://www.attensity.com/applications-and-solutions/attensity-analytics-suite/attensity-analyze/

Attensity 360: http://www.attensity360.com/

Attensity Respond for Social Media:
http://www.attensity.com/applications-and-solutions/attensity-service-suite/customer-response/respond-for-social-media-teams/

Webinars: http://www.attensity.com/news-events/events/webinars/

About Attensity
Attensity delivers an integrated suite of Customer Experience Management software applications to meet the demands of a new breed of empowered consumers. Attensity’s solutions are powered by semantic technologies that allow organizations to Listen, Analyze, Relate and Act (LARA) on information trapped in the unstructured text of multi-channel customer conversations. The comprehensive suite of applications addresses collective intelligence in social media and forums; the voice of the customer in surveys, e-mails and other customer contact points; web and call center customer response management; and web self-service. Thanks to Attensity, customers experience relevant, effective, fast and positive one-on-one interactions with companies, resulting in increased loyalty and satisfaction. With more than 500 installations worldwide, Attensity’s award-winning software supports 10,000-plus users in large government agencies and such innovative enterprises as Airbus, Bosch, Charles Schwab, JetBlue, Royal Bank of Canada, Siemens, Travelocity and Whirlpool. More information is at http://blog.attensity.com/, http://twitter.com/attensity and http://www.facebook.com/attensity.

©2010 Attensity Group. Attensity 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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