Attensity Announces Extension for Facebook Analytics

Allison Howen — Thu, 15 Sep 2011 17:00:00 GMT

Monitoring Facebook just became more in-depth.

Attensity, a provider of text analytics solutions for customer experience management (CEM), has announced an extension that includes real-time and detailed Facebook analytics.

Attensity’s Facebook Analytics Modules is available with Attensity Analyze 6.0. It allows business users to quickly and easily analyze Facebook comments, posts and surveys for deep business insights.

The module expands on Attensity’s ability to monitor and analyze more than 75 million online and social media sources. Users have the ability to enter a specific Facebook corporate profile and receive posts, comments and survey responses in real-time, as well as other comments that are publicly available.

"With over 750 million Facebook users worldwide, Facebook is the largest and most visited social network in the world, and more companies are using it as a platform to communicate and engage with their customers," says Catherine van Zuylen, vice president of global product management at Attensity. "With the new Facebook Analytics Module, organizations use Attensity's powerful multi-lingual semantic text mining capabilities to better understand customer needs and wants, drive competitive insights, improve brand engagement and more."

Attensity Command Center for Voice of Customer

Pete Prestipino — Mon, 20 Jun 2011 15:47:00 GMT

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."

'Net Features : attensity

Attensity Announces Extension for Facebook Analytics

Attensity Command Center for Voice of Customer