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."

Merchants #Fail - Visitor Satisfaction Declines

Pete Prestipino — Tue, 07 Jun 2011 23:30:00 GMT

Voice of Customer (VOC) analytics provider iPerceptions released its Retail/E-Commerce Industry Report for the first quarter of 2011 showing that overall website satisfaction is on the decline.

“Expectations among online retail shoppers are rising quickly and retail websites are struggling to keep up,” said Claude Guay, president and CEO of iPerceptions. “As visitors become more familiar with retail websites, they become more discriminating in terms of accurate search results, clear pricing and adequate product information.”

Some rather interesting finding are included in the report (available here). For example, 31% of all retail website visitors came to compare product features and prices - up 12 percent from the previous year. Plus, the share of visitors who came for support rose to 15% from 6% in the same period of last year. Couple that with another aspect of the report which focused on task completion (which fell 5 percent year over year and it seems merchants might be struggling more than expected.

So what do you think? Are visitor expectations on the rise?

'Net Features : voice of customer

Attensity Command Center for Voice of Customer

Merchants #Fail - Visitor Satisfaction Declines