Attensity has found a way to truly capture the voice of the customer with its new breed of customer experience management (CEM) solutions. TEC analyst Jorge García looks at how Attensity’s CEM products can help organizations analyze customer conversations across multiple channels, extract actionable data and insights, and route conversations for rapid and effective response, improving their customers’ experience and loyalty.
as e-mails, call center notes, surveys, and private communities. Analyze users can use the insights to measure marketing campaign effectiveness, product launch feedback, customer sentiment, intent to purchase, churn analytics, emerging trend analysis and more, and establish metrics to leverage the voice of the customer as a business asset (Figure 1). Figure 1. Attensity Analyze Attensity Respond . With this application, Attensity provides the means to classify, manage, and route customer conversations in