Attensity New Respond 6.0 Solution Brings Social Media to Contact Center


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New Offering Provides Advanced Routing of Customer Communications for
Cross-Organizational Response and Action

PALO ALTO, California, March 11, 2013 – Attensity, the leading provider of
enterprise social analytics and engagement applications, today announced the
release of Attensity Respond 6.0, a new release of Attensity’s Respond
application designed to address the specific challenges facing the next
generation of multi-channel social customer contact centers and marketers in
large corporate environments.

Respond 6.0 provides a unified customer listening post where customer
requests in social media as well as in emails, and other channels are
automatically -and intelligently- analyzed, classified and routed to
appropriate departments for response. These communications can take the form
of cries for help, product issues, service feedback, intent to churn, or
other events such as sign-ups, cancellations, or complaints about
competitors. Respond is also one of the few applications certified by
Twitter as part of its new Certified Product Program for social engagement.

“Customer service is shifting to social channels, so it’s critical for
companies to invest in improving their social listening, analytical, and
routing capabilities in order to strengthen customer relationships,” said
Catherine van Zuylen, vice president of global product management for
Attensity. “In the new social contact center, corporations have a unique
opportunity to leverage customer conversations as a business asset to drive
revenue and reduce churn. Attensity Respond 6.0 enables them to break
through the social noise to identify actionable conversations and
efficiently drive key engagement processes.”

Attensity Respond 6.0 offers:
* A new web-based, fully ADA-compliant and iPad compatible user
interface designed for more effective action
* Enhanced reliability and performance
* Improved auto-categorization to classify incoming documents with
industry-leading accuracy
* Enhanced supervisory reporting and monitoring capabilities
* Multi-channel support, with access to the full Twitter Firehose data
stream, publicly available posts on Facebook, Google+ and YouTube, blogs,
reviews, surveys, and private and public forums and communities, as well as
to internal communications, such as email, including full cross-channel
ticketing for tracking of each customer’s communications as they move across
* More connectors and enhanced integration with enterprise systems,
such as Jive forums and
* Blended queues to enable each agent pool to support multiple social
channels seamlessly
* Auto-swap out of Twitter handles, based on loads – which is
especially useful for organizations responding to hundreds of communications
per hour

Attensity will host a complimentary webinar to discuss Respond 6.0 and its
capabilities on Tuesday, March 19, at 11am Pacific Time. Register for free

About Attensity
Attensity’s enterprise social analytics and engagement solutions are the
choice of the world’s leading brands for Social CRM. Attensity is the only
company that gives business users the ability to analyze millions of
real-time customer conversations from any online, social media or internal
source, and extract the industry’s most accurate insights to drive business
decisions. Attensity offers on-premise, hosted and cloud solutions with
mobile functionality for smartphone and tablet devices. From its
headquarters in Palo Alto, Calif., Attensity is powering the Social CRM
strategies of companies such as Cisco, JetBlue Airways, Lloyd’s Banking
Group, Travelocity, Verizon and Whirlpool. Visit
and follow the company at, on Twitter @Attensity,
and on

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