Attensity Announces New Release of Its Award-Winning Text Analytics Application


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Attensity Analyze for VOC Version 5.2 Provides New Capabilities for Rapid
Time-to-Value, Deep Sentiment Scoring and Unparalleled Accuracy for Customer

PALO ALTO, Calif., Nov. 4, 2009 – Attensity Group, the leader in business
user applications that generate value from unstructured data, today
announced its new product release, Attensity Analyze for VOC Version 5.2.
Named a Trend-Setting Product for 2009 by KMWorld Magazine, whose judging
panel chose it from among 800 products, Attensity Analyze for VOC offers
users deeper capabilities for understanding and acting on customer feedback.

“This new release of our text analytics application provides a great leap
forward in our ability to enable business users, customer analysts and
marketers to harness massive amounts of customer information found inside
and outside the firewall,” said Ian Hersey, global chief technology officer
of Attensity Group. “Through our natural language technologies and our
applications that are designed to uniquely listen, analyze and relate
unstructured and structured data, we are able to provide capabilities that
give organizations a distinct competitive advantage.”

Attensity Analyze For VOC

Attensity Analyze for VOC Version 5.2
-the-Customer/Voice-of-the-Customer.html) is a powerful text analytics
application that enables business managers, customer analysts, customer
service teams and marketing departments to analyze Voice of the Customer
(VoC) feedback across a variety of customer conversation channels including
emails, CRM notes, survey responses and social media. With the new release,
users will have access to unparalleled accuracy when it comes to analyzing
massive amounts of unstructured customer data. This level of accuracy is
critical for “taking action” on the insights learned from analysis. As
compared to keyword-based customer content mining platforms, the
sophisticated text analysis in Version 5.2 enables business managers to be
confident that their actions are based on accurate information.

Since rapid time-to-value is crucial for listening to customer conversations
and driving analysis, insights and action based on this data, Attensity
Analyze for VOC Version 5.2 introduces new out-of-the box reports for
sentiment, Net Promoter Score (NPS) issues, customer churn and competition.
In addition, industry-specific domains for financial services/insurance,
retail, consumer manufacturing, travel and hospitality give users a head
start on analysis. The release also includes social media intelligence
capabilities that make the application’s Natural Language Processing (NLP)
engines better at understanding social media “speak.”

Attensity Analyze for VOC also includes a real-time, scalable integration
architecture. The Version 5.2 “REST” interface (REpresentational State
Transfer) is a style of software architecture for distributed hypermedia
systems such as the World Wide Web. This real-time integration architecture
available in Version 5.2 provides a scalable environment for driving action
into CRM systems, email management systems such as Attensity Respond
d-Response-Management.html), social media and more based on the millions of
potential customer communications that happen each month for most large

New capabilities of Attensity Analyze for VOC Version 5.2 include:

* Unparalleled accuracy through significant enhancements to Attensity’s NLP
engines includes features like “anaphora” resolution, which enables the
engine to resolve pronouns such as “I” and “it” back to their proper nouns
so that issues can be attributed accurately to customers and products.
* Deep sentiment scoring and issues analysis is enabled through a new
sentiment scoring feature that accurately assesses degrees of sentiment and
uses this data to define a sentiment score that can be tracked at the
product and issue level.
* Business intelligence and CRM integration through a massively scalable
architecture enables deep analysis of large amounts of customer data to
drive actions into CRM, business intelligence and legacy systems, and the
ability to share key VOC insights with other users via a portable Flash
* Analysis enhancements include normalized time-series charts and calculated
values that enable users to track customer issues and sentiment over time.

Greater Insights from Social Media Through Attensity Cloud Combining
Attensity Analyze for VOC with the add-on module Attensity Cloud
-the-Customer/Market-Voice.html) expands analysis capabilities to the vast
sources of information found online. Users can expand their customer
analytics to the massive insights hidden online by analyzing conversations
in social media outlets such as web forums, blogs, wikis, micro-blogs
including Twitter and Facebook, LinkedIn, Xing, customer portals such as, news feeds, and many others.

About Attensity Group
Attensity Group provides software applications based on Web 3.0 semantic
technologies to find, understand, and use information trapped in
unstructured data to drive critical decision-making. The comprehensive suite
of applications address collective intelligence in social media and forums;
the voice of the customer in surveys and emails; customer response
management; e-services; research and discovery; risk and compliance; and
intelligence analysis. With more than 500 installations worldwide, Attensity
Group’s award-winning software is used by large government agencies and such
innovative enterprises as Airbus, Charles Schwab, Bosch, JetBlue, Nokia,
Siemens, Royal Bank of Canada, Travelocity and Vodafone. Organizations are
better able to track trends, identify patterns, detect anomalies, reduce
threats, and seize opportunities to improve customer satisfaction and
retention. The Service & Support Professionals Association (SSPA) has
honored Attensity Group with its 2009 Recognized Innovator Award. Attensity
Group operates in the EMEA region as Empolis. More information is at, and

2009 Attensity Group. Attensity is a trademark of Attensity Group in the
United States and/or other countries. Net Promoter, NPS, and Net Promoter
Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred
Reichheld. Other brand and product names are trademarks or registered
trademarks of their respective holders. Information is subject to change
without notice. All rights reserved.

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