Products
Reports
Attensity Analyze is designed to help you at every step in your customer experience management program, with a wide variety of out-of-the-box and customizable reports.
Net Promoter™ and Performance Analysis
Understand the “why” behind customer satisfaction and Net Promoter™ scores to determine what actions could be taken to improve scores and drive customer loyalty. See at a glance why a certain store is performing poorly, why a hotel property is getting poor ratings, or why customer satisfaction with your latest phone has gone up over previous models.
Sentiment Analysis
Understand how customers truly feel about your company, brand, products, features, services, and offerings. Use these insights to identify the top and emerging issues of unfiltered customer sentiment that they might not articulate to you directly, but might share with other customers and prospects in online forums and blogs.
Contact Center Analysis
Gain an early understanding of emerging customer issues and trends and optimize call center activities by mining the unstructured wisdom captured in support emails, CRM notes, and call center transcripts. By combining Voice of the Customer with Attensity Respond, you can mine emails, calls, and more, and even automate up to 100% of the processing of all text-based inbound and outbound customer communications, thus reducing operational costs in your contact center.
Launch Monitoring
Gain an early sneak preview into new product feedback by understanding initial customer sentiment, opinions and issues voiced via forums, in emails, and social media sources. Use these early findings to make rapid feature changes and see which messages “pop” most effectively, safeguarding investments and guaranteeing successful market launches.
Intent-to-Churn Analysis
At a glance, see which customers are indicating an intent-to-churn, and feed predictive models that can help you pinpoint at-risk customers for rapid remediation and a reduction in churn events.
Early Warning, Product Innovation and Quality Analysis
Uncover issues with products and services as they first emerge and proactively take immediate action to remedy them, translating into hundreds of thousands dollars in potential savings to your company. Identify what customers are telling you is wrong with your products, feed the information back to product development and take immediate corrective steps to improve the satisfaction of customers who have experienced product issues. Transform customers into brand advocates as they “see” their feedback reflected in your product innovations.
Customer Profiling
Because Attensity “reads” text and automatically extracts relevant relationships and events, we can provide sophisticated customer profiling that can tell you everything from who owns a dog, to who is shopping for a new laptop for Christmas, to who might be considering a vacation in Vegas and more. This can be used for targeting promotions and other activities, thus optimizing marketing and communications.
Fraud Detection and Risk Prediction
With our predictive models, you can easily identify and alert on fraudulent actions captured during customer interactions. You can also preempt fraudulent activities and mitigate risk by tying unstructured data into your predictive models.
Market Research Analysis
Analyze survey and social media verbatims and web communities’ feedback, in order to get at the root cause of given performance scores, identify “cries for help” and understand appropriate actions to mitigate customer issues. By proactively listening to desired changes your customers are voicing, you can spark greater product innovation and improved service delivery.