Allegiance Engage7 VOC Integrates Social Media, Text Analytics, MobileSMS


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New Allegiance Voice of the Customer Platform Redefines Customer Research
and Accelerates Retention

– First to integrate social media and mobile/SMS feedback, text analytics
and surveys into a single, real-time customer feedback management platform –

SALT LAKE CITY – May 4, 2010 – Allegiance
today announced it has accelerated the way companies attain critical
customer insights and make business decisions with the launch of Engage7,
the first Voice of the Customer (VOC) platform that integrates social media
and mobile/SMS feedback management, text analytics, ad-hoc and transactional
surveys and powerful reporting into a fully automated VOC offering. Engage7
allows companies to listen to customer feedback
in real time and take action
to boost customer retention, differentiate their businesses and grow
revenues faster.

Traditional market research firms provide a valuable service. However, to
gain customer insights based on feedback, typical firms employ closed
research methods, do not share all data and require lengthy and expensive
processes. Instead, businesses can now use Allegiance Engage7 to directly
collect and control real-time customer feedback data from multiple sources,
including transactional and relationship surveys, multi-channel feedback
(e-mail, phone, Web) and unstructured customer comments, all in one place.

“Customers vote with their wallets. As Voice of the Customer becomes
increasingly strategic to the Global 2000, it is simply a question of who is
going to take full advantage of that — you or your competition?” said Todd
Rowe, group VP and general manager at SAP. “Allegiance gives companies the
power to change customer insights into action that will retain customers and
increase revenue. Engage7 changes the game by redefining the way companies
manage and benefit from Voice of the Customer.”

Key Engage7 Facts:

. Allegiance conducted blind focus groups and interviews with top
practitioners for two years and designed Engage7 to address their greatest

. Engage7 brings together what traditionally requires many separate
tools, including ad-hoc surveys, relationship and transactional surveys,
text analytics, social media and mobile feedback management, into a single

. Engage7 includes one of the most powerful survey engines used by
the world’s biggest companies. Due to its scalability, flexibility, data
integration and advanced out-of-the-box reporting, it can handle any type of
transactional survey.

. Engage7 includes advanced text analytics based on natural language
processing to automatically read open-ended feedback. Companies can gain
actionable insights instantly without manually reviewing or classifying each
freeform comment.

. Text analytics findings are integrated directly with quantitative
survey results to determine the “why” behind the ratings and root causes of
customer concerns. This saves time, increases capacity and provides
actionable insights from feedback data.

. Companies using Engage7 can listen to customers by utilizing
mobile/SMS and smartphone surveys. This provides a new way to monitor the
customer experience in near real-time and rescue or up-sell more easily.

. Social media feedback management in Engage7 allows businesses to
listen to comments posted on Twitter, identify only those comments that
require action, and then easily and automatically respond. Companies can
quickly improve customer rescues, up-sells and brand monitoring.

. Engage7 offers the industry’s most powerful standard reporting and
analytics to help create insights from feedback data. It provides a single,
easy-to-use platform with the industry’s most intuitive user interface.

. Engage7 includes a custom report builder and multi-dashboard
capable home pages. Users can now spend more time on analysis instead of
exporting data and building reports offline.

. Engage7 offers easy integration and extensibility through an
application interface and a software development kit (SDK). The SDK makes
advanced data capture possible and enables nearly unlimited integration with
existing information assets.

“Companies who use traditional market research to gain customer insights
have been increasingly migrating to Allegiance technology. This gives them
real-time and continuous data access so that they can act on it quickly,”
said Adam Edmunds, CEO of Allegiance. “Allegiance Engage7 simplifies the
process by monitoring feedback within one integrated VOC platform. Using
Engage7, businesses can also see and respond to customers in the medium they
are most comfortable with, whether it is a survey, a text from a mobile
phone or through social media.”

Allegiance Supporting Resources

1. Allegiance press room

2. Voice of the Customer Blog
3. Become a Fan of Allegiance on Facebook

4. Follow Allegiance on Twitter

5. Allegiance customer success stories and white papers

About Allegiance, Inc.

Allegiance, Inc. offers next generation Voice of the Customer (VOC) and
feedback management software
to help organizations grow customer and employee loyalty and engagement. The
Allegiance Engage Software platform
facilitates survey
creation and gathers responses and unsolicited comments in real-time into a
centralized online system, saving time, effort and money. Allegiance
solutions measure customer and employee engagement, revealing precise
actions to grow engagement and increase revenue. Allegiance Enterprise
Feedback Management (EFM)
predictive analytics, and professional services
combine to help
businesses capitalize on engagement. In 2009, Allegiance was ranked 58th on
the list of the 500 fastest growing, privately held companies in the U.S. by
Inc. Magazine. For more information about Allegiance, visit . To register for
the Allegiance Engage Summit 2010, visit

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