Attensity New Respond 5.1 Solution Brings Social Media to Contact Center

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Attensity Brings Social Media to the Contact Center
Respond 5.1 to Debut at IQPC Call Center Week in Las Vegas

PALO ALTO, California, June 13, 2011 – Attensity, the leading provider of
text analytics solutions for Customer Experience Management (CEM), today
announced the release of Attensity Respond 5.1
(http://www.responsetrack.net/lnk/attensity/1e8i8/?17P8Z006XEF), a new
release of Attensity’s Respond application designed for the next-generation
multi-channel contact center.

“Attensity Respond 5.1 provides contact center agents with the tools they
need to seamlessly blend social media into their contact center customer
engagement processes,” said Catherine van Zuylen, vice president of global
product management for Attensity. “With Respond 5.1, contact center agents
can automatically route and respond to customer requests for help in social
media in the same application they use for emails, phone calls and other
channels.”

The enhanced Attensity release gives contact centers the ability to:
* Seamlessly blend social media engagement with other customer
engagement channels such as email, SMS messages, chat, and phone calls

* Enable social media responders to transfer conversations “offline”
into emails or SMS messages

* Track cross channel messages across a single interaction ticket and
over time on the customer’s record

* Filter social, email or other messages by channel, or route a
blended queue with specific topics or products

* Engage customers according to an organization’s approved business
processes

* Use pre-approved templates to help agents engage with customers in
social media

* Automatically determine routing and prioritization through
integration with Facebook, Twitter and various influencer metrics such as
the Klout score

* Benefit from Big Data scalability to handle the high volumes of
customer conversations generated in social media, as well as support for
large numbers of distributed users

“Attensity Respond can play a significant role in optimizing business
processes in the contact center environment,” said technology analyst
Esteban Kolsky of ThinkJar. “The newly released Version 5.1 reflects the
current trend toward integrating social media, helping contact centers to
meet the needs of the social customer.”

Attensity’s solution will be exhibited at the IQPC Call Center Week
tradeshow this week in Las Vegas
(http://www.responsetrack.net/lnk/callcenterweek/1e8i9/?17P8Z006XEF) during
both: a workshop on “Multi-Channel Customer Analytics and Engagement – Best
Practices in Today’s Social Media World,” hosted by Attensity’s Catherine
van Zuylen; and a keynote session on “The 2.0 Contact Center Metamorphosis,”
led by speakers van Zuylen and Joe Jacobini, president of Contact Centers of
America.

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
http://www.responsetrack.net/lnk/attensity/1e8ia/?17P8Z006XEF and follow the
company at blog.attensity.com, on Twitter @Attensity, and on
facebook.com/Attensity.

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