Attensity Customer Experience Management Solutions

Leveraging customer conversations as a business asset

Customer conversations with and about a company contain critical information that can have a direct impact on the health of the business. However, these nuggets of customer intelligence are often stored in silos throughout the enterprise in the form of emails, call center notes, surveys and CRM databases. In addition, millions more conversations are taking place online in blogs, on review sites and across social media networks.

Attensity’s award-winning suite of Customer Experience Management (CEM) solutions are used by the world’s leading brands to listen, analyze, relate and act (LARA) on millions of customer conversations, no matter where they take place.

Read more about our LARA methodology here.

Learn how Attensity’s industry-leading CEM suite is used by:

• Customer service and Contact Center organizations: to increase customer retention and reduce churn.
• Marketing & PR organizations: to improve product quality and brand loyalty.
• IT organizations: to provide an enterprise-wide text analytics platform for customer experience management.

Solutions

Attensity’s CEM suite is built on a world-class text analytics platform and offers organizations the key capabilities they need to leverage customer conversations as a business asset, including:

• Attensity Analyze allows organizations to listen to and analyze multi-channel customer conversations from internal and external sources, including email systems, contact center and CRM notes and surveys, as well as blogs, customer forums, review sites and social media networks. Whether you want to better understand the impact product improvements are having on customer sentiment, get early warning of potential issues to reduce churn rates, or measure the effectiveness of your latest campaigns, Attensity Analyze can help you better listen to and understand the voice of your customers.
• Analyze for Social Media is Attensity’s powerful yet easy to use SaaS solution that lets you monitor and analyze millions of online sources for customer intelligence. It’s a great way to get started with your voice of the customer initiatives, and works seamlessly with Attensity Analyze allowing you to analyze social media and other customer conversations channels side-by-side.
• Attensity Respond closes the loop by enabling organizations to proactively respond to the customer intelligence they discover through Attensity Analyze. Using Attensity Respond, you can automatically route customer comments to the appropriate person, and deliver multi-channel customer service and support.
• Attensity Respond for Social Media is specifically designed to help enterprise social media teams more effectively listen and respond to customers communicating via social media, such as tweets, Facebook posts, forums, blogs, communities, and other social media.