Announced in June, Attensity’s VoC solution uses the company’s patented 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, emails, web forums, blogs, news articles and other forms of customer contact. Attensity turns the first person feedback into First Person Intelligence, enabling Attensity 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. What’s more, customers can 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 makes it easy and efficient for enterprises to harness invaluable customer insights made possible by our VoC solution — now without the extra effort required to install and integrate local versions of our software,” Craig Norris, Attensity’s CEO, said. “This new option provides our users with a true at-their-fingertips solution to help retain customers, increase revenues, and uncover opportunities to develop and enhance products and services.”

Users of Attensity VoC On-Demand now have online access to the VoC application through any web browser, giving them the ability to analyze freeform customer feedback through a user interface and easy-to-use dashboards. The service supports automatic extractions and refreshes of data sources, such as survey responses and emails, and the provision of reports and dashboards on customer feedback.

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.

“Companies need to understand what their customers are saying about them, or telling them directly,” said Susan Feldman, research vice president covering content technologies at IDC, a leading provider of global IT research and advice. “Text analytics lets them add unstructured sources to their business intelligence analyses. By providing this advanced text analysis capability as software as a service (SaaS), Attensity gives customers an easy way to experiment with the technology without having to invest and implement it themselves. It should make adoption even more widespread than it already is.”

About Attensity™

Attensity provides the definitive Voice of the Customer platform built on its text analytics software technology for transforming unstructured customer feedback into actionable First Person Intelligence™. Attensity’s First Person Intelligence is the backbone of the company’s flagship offering to the enterprise as well as the law enforcement and intelligence communities for increasing customer satisfaction and improving homeland security. The company’s multi-patented technology mines the freeform text in communication channels such as emails, surveys, blogs, web forums, case files, and call center notes. Attensity’s hosted and installed solutions provide insight into customer sentiment, product issues, and coded clues that enable customer relationship executives and law enforcement analysts to speed detection and meaningful response to critical events and competitive challenges. Founded in 2000, the company is headquartered in Palo Alto, Calif., with a technology center in Salt Lake City, Utah. Attensity is a recipient of the Red Herring 100, an award reserved for top private technology companies.