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 analyzed, classified and routed to appropriate departments for response.
These communications can take the form of requests for help, product issues or service feedback, or other events such as sign-ups, cancellations or complaints. Attensity says Respond is 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," Catherine van Zuylen, vice president of global product management at Attensity, said in a statement. "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 companies to break through the “social noise” to identify actionable conversations, van Zuylen said.
The company says the latest release features a new Web-based, iPad-compatible user interface; enhanced reliability and performance; improved auto-categorization to classify incoming documents; enhanced supervisory reporting and monitoring capabilities; and 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.