Attensity Debuts Voice of the Customer Command Center at Forrester Customer Experience Forum in NY


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Personalized Tours of Command Center Prototype Available Now at Palo Alto

PALO ALTO, California, June 20, 2011 – Attensity, the leading provider of
text analytics solutions for Customer Experience Management (CEM), today
announced the launch of the Attensity Voice of the Customer (VoC) Command
Center Attensity is
exhibiting the capabilities of the Command Center at the Forrester Customer
Experience Forum in New York City this week

The Attensity VoC Command Center is designed to enable corporate executives
to see at a glance – in real time – the impact customer conversations are
having on their brands across multiple online and social media sources, as
well as internal channels. Attensity has established a working prototype of
the VoC Command Center at its Palo Alto headquarters that serves as a live
model for large enterprises. (A video demonstration of the Command Center’s
capabilities is on the Attensity website:

“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.”

“Increasingly, customers are driving conversations in social media, which
must become an integral part of multi-channel Voice of the Customer
initiatives,” said Bob Thompson, CEO of CustomerThink Corp.
( and
noted expert in customer-centric business strategy. “Attensity’s Command
Center is a compelling example of a next-generation approach to listening
and taking action on real-time social intelligence while also integrating
input from more conventional listening posts.”

Key Features and Benefits
The Attensity VoC Command Center enables users to go beyond mere social
media monitoring to:

* Integrate multi-channel customer conversations from 75 million-plus
online and internal sources in 32 different languages, including:
* Twitter (including the full Twitter Firehose)
* Communities and forums powered by providers such as Lithium,
Jive and others
* Customer surveys from providers such as Vovici, Allegiance
and others
* Notes from internal CRM systems such as SAP and Oracle
* Contact center interactions such as emails and chat sessions

* Web traffic reporting applications

* Identify emerging threats such as intent to churn, negative reviews,
and product and service issues using Attensity Analyze, the industry’s most
advanced text analytics engine.

* Uncover opportunities such as a customer who is getting ready to
buy, looking for a recommendation or asking for information about a product
or service.

* Deliver insights at a glance in a central “command center” location,
and distribute them virtually to remote users and locations.

* Collaborate on customer issues previously trapped in silos across
the enterprise.

* Act with a process playbook to mitigate risk or take advantage of
opportunities, delivering the insights to the person or group most equipped
to take action. Attensity partners with leading consulting firms and system
integrators to help organizations develop a process playbook based on
industry best practices.

For more information, including a video of the Attensity VoC Command Center,
visit Contact
[email protected] to schedule a personalized tour of the VoC Command
Center prototype at Attensity’s Palo Alto headquarters.

About Attensity
Attensity helps the world’s leading brands leverage customer conversations
as a business asset. Using Attensity’s integrated suite of customer
analytics and response applications, organizations can tap the wealth of
data stored in both internal and online sources, and use that information to
improve the customer experience with their brands. Attensity’s award-winning
Customer Experience Management (CEM) solutions are built on a massively
scalable text analytics platform that enables organizations to listen,
analyze, relate and act on customer conversations, no matter where they take
place. From its headquarters in Palo Alto, Calif., and Kaiserslautern,
Germany, Attensity is powering the customer experience strategies of
companies such as Charles Schwab, Citigroup, HP, JetBlue, Lloyd’s Banking
Group, Siemens, Starwood Resorts, Travelocity and Whirlpool. Visit and follow the
company at, on Twitter @Attensity, and on


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