June 2, 2008 - Attensity announced Attensity Market Voice, a new solution enabling users to track, analyze and act on customer conversations in blogs, Web forums, product review comments and other forms of online customer exchanges.

 

Market Voice automatically "harvests" online customer feedback - feeding data into Attensity's Exhaustive Extraction engines for analysis of sentiment, identification of the root cause of issues and for early warning on emerging issues and opportunities, according to Attensity. The solution also includes prebuilt output including analysis reports and dashboards.

 

With the Attensity solution, users can combine real-time online feedback with feedback residing in company service and call center notes, emails and survey responses. By analyzing customer conversations online and direct feedback from customers, users can validate issues discussed on the Web with direct customer complaints, informing companies if select few customers are disgruntled and blogging accordingly, or if there is an overarching trend. Companies can also identify emerging issues being discussed online to anticipate potential increases in inbound complaints and service resource utilization.

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