What are your customers saying about your company right now? Most businesses (large and small) simply have no idea. Attensity hopes to change that.
A provider of text analytics solutions for customer experience management (CEM), Attensity launched its Voice of Customer (VoC) Command Center today which enables executives to see the impact customer conversations are having on their brands across multiple online and social media channels in real-time.
The VoC Command Center is not your typical "social media monitoring" solution. Attensity keeps tabs on conversations occuring in over 75 million sources including Twitter (the full firehose), communities and forums powered by Lithium and Jive, customer surveys from Vovici and Allegiance, notes from internal CRM systems such as SAP and Oracle Siebel, contact center interactions such as emails and chat sessions, and even Web traffic reporting applications.
The features don't stop there. The platform provides a way for brands to identify emerging threats (i.e. intent to churn, negative reviews and product and service issues), and opportunities - which is what most Web workers will find interesting. For example, the platform (as is the case with other systems) can also uncover opportunities such as customers who are ready to buy, looking for advice or asking for information.
"We are very excited to introduce the first Voice of the Customer Command Center powered by the world's most advanced text analytics engine," said Ian Bonner, CEO of Attensity. "We believe it sets a new benchmark for enterprises seeking to integrate the real-time voice of the customer into their business and improve the customer experience."