Attensity Group Enhances Social Media Capabilities with Attensity Cloud, to Enable Organizations to Monitor, Analyze and Respond


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Powered by Radian6, New Monitoring Application Enables Deep Sentiment and Issues Analysis of Social Media and Ability to Take Targeted Action

PALO ALTO, Calif., September 29, 2009 — Attensity™ Group, the leader in business user applications that generate value from unstructured data, today announced Attensity Cloud. This new product addition to Attensity’s semantic analysis application suite is designed to allow organizations to monitor, analyze and respond to social media together with internal customer conversations in email, surveys, and CRM systems. Powered by Radian6, the social media monitoring platform for marketing, communications and customer support professionals, Attensity Cloud enables real-time active monitoring of social media to identify trends, influencers and sentiment.

“Attensity has always been among the vanguard striving to enable organizations to leverage customer conversations to create a business advantage,” said Michelle de Haaff, chief marketing officer of Attensity Group. “With the launch of Attensity Cloud, Attensity becomes the first customer experience management provider to enable deep analytics of customer conversations that take place online. We’re the first to bridge the gap between insights and response to social media, and other customer data sources such as emails and surveys.”

Attensity Cloud enables people to determine which conversations are relevant and active, engage in dialogue with the community, and understand which sites and people are the most influential for their organization. The results can provide a foundation for crafting strategic decisions, and to measure and analyze the impact of various social media initiatives.

“The explosion of social media conversations creates a tremendous opportunity for companies to gain insight,” said Bob Thompson, founder and editor-in-chief of CustomerThink. “Traditionally, these conversations have been captured in CRM systems, emails, and support records. But now people want to use social media to share and discuss issues, complaints and questions. On Twitter alone, 20% of tweets are about products and services. In the emerging Social Economy, organizations that listen to online conversations and engage with customers will enjoy a competitive advantage.”

Attensity Cloud provides an easy-to-deploy listening and engagement application for monitoring and analyzing a wide variety of social media. It allows marketing and support personnel to keep tabs on real-time conversations regarding their products, services and brands in blogs, Web forums, wikis, microblogging services including Twitter and Facebook®, and consumer forums such as™, and more. In addition to enabling enterprises to listen to customer feedback, Attensity Cloud also helps government agencies hear the voice of the citizen.

“We are delighted that Attensity has chosen to add Attensity Cloud, powered by Radian6, to the company’s application suite,” said Marcel LeBrun, chief executive officer of Radian6. “The prominence of the social Web is growing for enterprises and government agencies, not only for reputation management, but to support all key business areas such as public relations, customer support, sales and marketing. We’re excited to contribute to Attensity’s suite of business user applications, as the company enables its customers to generate value from unstructured social media conversations.”

A Multi-Part Solution
By combining Attensity Cloud with Attensity’s flagship Voice of the Customer (VoC) application, organizations can take advantage of Attensity’s deep text analysis capabilities to analyze not only social media information, but also structured and unstructured information from internal sources, including email, Customer Relationship Management (CRM) databases and surveys for a 360-degree view of customer issues, opinions, ideas and requirements. Attensity VoC automatically identifies facts, opinions, requests, trends, and trouble spots from unstructured text and transforms the information into structured, actionable First Person Intelligence™. The solutions glean insight into customer satisfaction, sentiment, loyalty and product issues and enable companies to respond appropriately.

When coupled with Attensity Response Management, Attensity Cloud helps companies listen and respond to customer communications more effectively — whether those communications are direct, via email channels, or indirect, via forum posts or tweets. Attensity Response Management handles all customer messages including emails, text messages, customer forum posts and tweets, and categorizes them with advanced pattern recognition technology, allowing them to be tracked. The application then auto-responds or places these messages into a queue for servicing by the social media or customer service team, enabling organizations to take control and track what is often an ad-hoc operation today.

With the Attensity solution, organizations can compare “Top Issues” in social media with “Top Issues” in direct communications, to address customers’ greatest needs. Users can drill down into details around sentiment and root cause and identify the reasons why customers will or will not buy again.

Going Beyond Keyword Analysis
By combining Attensity’s deep semantic analysis, including Exhaustive Extraction™, with the Attensity Cloud solution, organizations can extend keyword analysis to actionable insights on issues found in social media:

• Finds “intent to buy” information
For example, “If only the cup holders were bigger, I would buy it.” The solution recognizes the connotations of the sentence and provides organizations with information of a customer’s intentions.

• Provides early warning of issues
The solution can recognize a large number of people tweeting and emailing about cup holders and then understand what the issues are. For example, are the cup holders breaking? Are they too small? Do customers want more cup holders? The solution can find these answers within online customer conversations, and enable controlled response to cries for help from a company’s customer service or social media team.

• Enables deep sentiment analysis
The solution can recognize the subtle differences in language. For example, “I am happy” or “I am not happy” and “I am very unhappy” or “I would be happy if…” It can also rate sentiment on a clause-by-clause basis. For example, “I loved the seats, but hated the cup holders.”

Pricing and Availability
Attensity Cloud is immediately available. Entry level pricing starts between $500 and $1,200 USD per month. Please contact Attensity for more information on how to integrate Attensity’s solutions into data warehousing, E-Service and business intelligence systems (

Additional Resources
• Read Attensity’s whitepaper, “Monitor, Analyze, Respond and Repurpose: Toward a more effective utilization of social media.”

• Watch a video via Attensity’s blog demonstrating analysis of “tweets” on a new KFC sandwich:

• Attend KMWorld’s roundtable webinar, “Leveraging Social Media for Business Success” on Sept. 29 at 2 p.m. ET:

• Attend Attensity’s social media webinar on Oct. 13 at 12:00 p.m. PT:

About Radian6 Technologies
Radian6 provides the social media monitoring platform for marketing, communications and customer support professionals. The company’s flexible dashboard and as-it happens alerts enable monitoring all forms of social media and related comments with real-time, as discovered results. Various analysis widgets give users the ability to uncover the top influencers as well as which conversations are having an impact online. Workflow features also allow users across an enterprise and with their partners to efficiently and effectively track, manage and report on all social media engagements. Visit for more information.

About Attensity Group
Attensity Group provides business user applications that generate value from unstructured data. Its comprehensive family of solutions leverages semantic analytics to enable knowledge management professionals, business leaders, customer support personnel and customers to interpret and manage an organization’s unstructured data to get relevant and actionable answers — fast. Attensity Group’s award-winning software is in use by more than 250 of the Global 1000 and by large government agencies to deliver powerful insights, enhance operational efficiency, reduce risk exposure, and ensure increased customer satisfaction. The Service & Support Professionals Association (SSPA) has honored Attensity Group with its 2009 Recognized Innovator Award. Attensity Group, with more than 500 installations worldwide, services customers from multiple offices in the U.S. and Europe. The company’s go-to-market entities are Attensity Americas and Empolis in the EMEA region. Attensity Group’s corporate headquarters are in Palo Alto, Calif. More information is at Follow Attensity on Twitter at and read the corporate blog at

©2009 Attensity Group. Attensity, First Person Intelligence and Exhaustive Extraction are trademarks of Attensity Group in the United States and/or other countries. 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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