• February 25, 2008
  • News

Automated customer feedback

Attensity has introduced VoC On-Demand, a new secure software as a service (SaaS) that enables users to access the company's "Voice of the Customer" (VoC) solution via the Web for on-demand customer feedback analysis. The company explains enterprises can now extract and analyze critical data about their customers in Attensity's user interface and through customizable analytic dashboards.

Attensity's VoC solution uses the company's Exhaustive Extraction engine to automatically identify facts, opinions, requests, trends and trouble areas from unstructured first-person feedback found in surveys, service and call center notes, e-mails, Web forums, blogs, news articles and other forms of customer contact. Attensity turns the first person feedback into what it calls First Person Intelligence, enabling users to proactively understand and rapidly react to customer issues and requests. They also have the ability to discover product and/or service offering opportunities as well as potential areas for improvement.

Customers can also analyze and understand NetPromoter Scores (NPS), which gauge an organization's customer loyalty based on satisfaction surveys. The VoC application provides root cause analysis on NPS "promoter" and "detractor" designations, which indicate positive assets that drive purchases and liabilities that destroy profits because of complaints.

Attensity VoC On-Demand also offers a quick start implementation program, which includes appropriate data preparation--dictionary, domain and categorization development--to prepare data sets for extraction and output views and dashboards. Users can develop predefined analysis views, known as query templates, and distinctive dashboards tailored to the user organization's requirements.

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