Attensity360 enables organizations to collect, analyze and evaluate customer conversations in the social web, including opinions, recommendations and reviews about products and companies. The results provide decision-makers in service units and those working in marketing, product development and sales with information that is relevant for response, customer service improvements, product innovation and development and optimum customer targeting. Attensity360 draws on a data pool of over 70 million sources and can evaluate information in 17 different languages.

Workshop on social media and the contact center

In addition to exhibiting at the event, Attensity experts will also be leading a discussion and workshop on social media and the contact center at 1-3 PM on September 24th,  2010. As consumers flock to social media sites to give and get opinions and recommendations and to receive service companies are trying to figure out how to participate and respond to customers in a way that is personal while at the same time scalable, during this workshop Attensity will discuss best practices in driving social media interaction through the contact center.

“Contact centers in large companies have to be able to manage large quantities of internal and external customer data in order to be able to effectively serve the customer at the customer touch point they choose. To satisfy customers, contact centers have to deliver top-quality service and by using our product suite organizations can ensure that they are properly prepared for customer contact”, said Harald Zapp, Senior Vice President Business Development and Corporate Strategy at Attensity. “We are glad to be participating in the new trade fair platform ‘be.connected’, as we are convinced that this industry will deliver important innovations over the next few years. For this reason we need new events where people from the industry can meet and exchange ideas. As a member of the Premium Council we are therefore working to participate in developing this new industry meeting point.”

About be.connected

“be.connected” is a new platform for modern customer contact management and shows ways in which companies can make the customer the focus of all corporate actions. The event is a mixture of conference and industry trade fair, and features speakers such as Prof. Dr. Hans-Olaf Henkel, the futurologist Matthias Horx and industry consultant Prof. Dr. phil. Gertrud Höhler. For more details about the program and how to register for the event, visit www.beconnected-messe.de.

In the same context, Attensity will be presenting its latest solution Attensity360, which allows organizations to collect, analyze and evaluate customer conversations in the social web, including opinions, recommendations and reviews of products and companies. Attensity360 draws on a data pool of over 70 million sources and can evaluate information in 17 different languages.

CEM products optimize service in the contact center

The company will also be presenting its applications for analyzing and handling multi-channel conversations in the Contact Center, Attensity Analyze, Attensity Service and Attensity Respond. The solution enables companies of various sizes to analyze customer conversations across channels (email, sms, chat, CRM notes, social and more) and to use the insights to better service customers. Attensity Respond enables companies to receive, evaluate and sort information that arrives at the contact center and to route it to qualified service personnel or specialists in order to provide a fast and intelligent response at a reasonable cost. Powered by the Attensity knowledge base, Attensity Respond delivers the right answer to customers at the right time. Attensity Service enables service agents to manage the growing number of complex inquiries about products, services, procedures and contracts – in any language, it also includes a web self-service application so that users can easily find answers themselves.

Harald Zapp, Senior Vice President Business Development and Corporate Strategy at Attensity, says: “Our solutions are designed to optimize customer experience. This concept will radically change service organizations in the medium term. At this trade fair, we will be demonstrating the importance of analyzing and evaluating unstructured data for superior customer experience. Web 2.0 is a valuable source of information for companies. Our solutions help service organizations to filter the relevant information and make it available to service agents. For us, the Call Centre & Customer Management Expo is the ideal venue to meet decision-makers, particularly those in contact centers.”

“We are thrilled to be organizing this educational series of webinars,” said Michelle de Haaff, CMO of Attensity. “The variety and distinction of the thought leaders involved will make for very informative and stimulating discussions. We are especially excited by the breadth of knowledge on social media that attendees will take away from the events. We’re committed to helping our customers solve the challenges of scaling to understand and interact with their customers, no matter where they are.”

Upcoming events are announced on the Attensity blog (http://blog.attensity.com/) and via Twitter. The events are free to all registered attendees and do not contain product demos. All webinars are also available to view on-demand after the event. As an added benefit, attendees qualify for a complimentary 15-day trial of Attensity360, Attensity's flagship social media listening and measurement platform.

Calendar of Events:

Wednesday, July 21, at 1:00 PM PDT
Topic: Serving the Social Consumer: Changing Your Company from the Outside-in
Description: What steps should companies take to manage the change to social media? How can you help your organization make this fundamental shift?
Speaker: Brian Solis, author of the new book, “Engage,” and publisher of bub.blicio.us, a popular lifestyle and technology blog
Registration: http://bit.ly/solisattensity

Thursday, July 29, at 11:00 AM PDT
Topic: Does Social Media Brand Building Really Build Business? An ROI True Story
Description: What is the difference between branding in social media and traditional branding? How do you integrate and extend a real-world company brand into online social media?
Speaker: Rick Bakas, social media director of St. Supery Winery in Napa Valley
Registration: http://bit.ly/bakas360

Wednesday, August 11, at 11:00 AM PDT
Topic: Who is the Social Customer?
Description: The Social Customer… You've heard the term, but have you wondered what it really means? Who is she? What makes her "social"? How does she communicate and consume information from her peers and brands? What does she mean to your business? How can you gain her trust and work together with her?
Speakers: Jacob Morgan, founder of Chess Media Group, and Maria Ogneva, social media director of Attensity
Registration: http://bit.ly/soccust

Tuesday, August 31, at 1:00 PM PDT
Topic: Beyond Facebook and Twitter: Social Media Marketing
Description: While many companies have jumped on the bandwagon of Facebook and Twitter, some of the most successful efforts in social media have gone beyond the obvious, to interact with customers through compelling social media programs. We’ll discuss innovative efforts in digital fashion that blend social and mobile to deliver unparalleled customer experiences, while helping brands measure their success.
Speaker: Macala Wright Lee, CEO of FashionablyMarketing.Me
Registration: http://www.attensity360.com/ (TBA)

Past Attensity events are available on-demand at http://www.attensity.com/en/news-events/events/on-demand-webinars.html. Recent presentations have included a case study from Ted Rubin, OpenSky’s chief social marketing officer; author Janet Fouts on the importance of listening in effective social media; and tips from social media strategist Cat Lincoln on matching messages with specific audiences. In June, Web pioneer Aliza Sherman described her seven-stop program for creating a successful media plan.

Attensity Engage Conference
In November, Attensity will host its third annual global user conference, Attensity Engage, at the Computer History Museum in Mountain View, California. Attensity Engage is designed to bring together colleagues, industry luminaries and Attensity experts to exchange ideas, successes, best practices and challenges surrounding Social CRM strategies and their practical daily use. It will explore how organizations can encourage better, more effective customer interaction and leverage the collective intelligence of their broader customer community by increasing the intimacy between their companies and their prospects and customers. Details are at http://www.regonline.com/attensity.

About Attensity Group
Attensity Group 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, Charles Schwab, Bosch, 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 is a trademark of Attensity Group in the United States and/or other countries. Information is subject to change without notice. All rights reserved.

Fifty-four percent of the total conversation about the World Cup is being directed toward Spain, yet, of that total amount, only 47 percent of the chatter has been positive in sentiment. While only garnering 46 percent of the total conversation, Holland, on the other hand, has seen greater positive sentiment (53 percent).

Attensity is not attempting to predict the World Cup winner, as the champion wins on skill and ability to play better than the competitor, not social media popularity or “voting.”

Multiple analyses of conversations in social media throughout the course of the World Cup have been conducted by Attensity and can be read on the corporate blog at: http://blog.attensity.com. Other resources from Attensity are available at: http://www.attensity360.com/insights/.

About Attensity Group
Attensity Group 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, Charles Schwab, Bosch, 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 is a trademark of Attensity Group in the United States and/or other countries. Information is subject to change without notice. All rights reserved.

• Attensity Content Management for the creation of editorial content.
• Attensity Metadata Service as a central point for filing and administering ontologies.
• Attensity Discover as a semantic search technology for accessing precise information. With the use of Attensity Discover, for instance, searches can be conducted for diagnoses specifically according to the ICD-10 standard, which is issued by WHO and is used within the German healthcare system for invoicing.

These components are intended to enable semantically enriched content to be processed, distributed and managed. At the same time, content that is structured in this way can be inserted into print publications.

The example described offers evidence of the technical capabilities of eBusiness solutions from Attensity – “Know. Right. Now.” for professional information, powered by Attensity.

• Do you really know what your customers are saying?
• Can you draw actionable conclusions from these conversations?
• Do you want to provide superior customer experience across every channel, improving customer acquisition and retention?

With Attensity’s LARA methodology, you are able to

Listen to open-ended, independent conversations, anywhere.
Analyze the important facts contained.
Relate by blending these “actionable facts” with other data.
Act by “closing the loop” with the customers.

We look forward to seeing you there! Register today!

Call Centre & Customer Management Expo
Birmingham NEC, UK
September 21 – 22, 2010
www.callcentre-expo.co.uk

Peruvian Audit Court

In Peru, as in virtually every country in the world, cases of fraud, embezzlement, usurpation and abuse of authority in public offices are not unknown. To expose such offenses and ensure that public funds are in fact being used for their intended purposes, the Audit Court of the Republic of Peru audits public authorities at regular intervals. After conducting an on-site audit, the auditor draws up a report. If there is evidence of criminal or civil misconduct, by individuals or the institution as a whole, he initiates legal proceedings. Administrative offenses are dealt with internally. The work of the auditors has always been tedious and time-consuming, as they have had no technical equipment, uniform auditing regulations or database of past cases to rely on. As a result, only very few audits were conducted, and public officials had little reason to fear that their work would be scrutinized. The Peruvian Audit Court therefore decided to undertake an initiative to thoroughly modernize its operations. A major component of this initiative was a partnership with the German federally-owned development organization Deutsche Gesellschaft für Technische Zusammenarbeit (GTZ) GmbH to implement an intelligent knowledge management system. The primary goal for the GTZ experts working for the Federal Ministry for Economic Cooperation and Development was very clear: The system had to be accessible to all members of the Audit Court staff through their EDP systems, and it had to contain all of the relevant information for the respective audit. Auditors were to be provided with a wide variety of search options so that they could access and automatically analyze all relevant information from the audit reports of the past ten years.

Learn how the members of the staff of the Peruvian audit court are now able to access all of their collected legal knowledge at the click of a mouse when auditing a public authority. You´ll find the Success Story here.

In his opening speech, Prof. Dr. Hans-Joachim Grallert from the Fraunhofer Heinrich-Hertz-Institut (HHI) highlighed the great significance the innovation center will have for the networking of science and industry. He explained further that  the joint commitment of the BMWi, the THESEUS consortium and the Fraunhofer HHI, a venue was established where the Future Internet can be experienced by every individual citizen.

The Parliamentary State Secretary, Ernst Burgbacher, also pointed out that the competitive position of Germany as a business location is greatly dependent on the development of innovative technologies. Therefore, he appreciated the innovation center as a foundation for easy access for entrepreneurs and SME to the results of the THESEUS research. Ernst Burgbacher agreed with the other speakers Heinz Paul Bonn (BITKOM), Prof. Dr. Wolfgang Wahlster (German Research Center for Artificial Intelligence), Dr. Orestis Terzidis (SAP Research Karlsruhe) und Dr. Volker Zimmermann (IMC AG): In the THESEUS-Innovation Center, the Future Internet can not only be experienced, but will also be developed.