The on-demand version of the company's Voice of the Customer software, introduced this week, identifies facts, opinions, requests, trends and trouble areas from unstructured feedback found in surveys, service and call center notes, emails, Web forums, blogs and other forms of customer contact, the company said. The idea behind Attensity's text analytics engine is to help companies react quicker to customer problems, and to discover product and service offering opportunities.
In addition, Attensity's SaaS offering can provide "root-cause" analysis of promoter and detractor designations used in Net Promoter Scores, which help in identifying positive assets that drive purchases and liabilities caused by customer complaints, the vendor said. The Net Promoter Score is a management tool used to gauge customer loyalty. The tool is an alternative to traditional customer satisfaction research.
Attensity's latest product, which is accessed through a Web browser, supports automatic extractions and refreshes of data sources, such as survey responses and emails. The service also provides reports and dashboards on customer feedback.
The vendor offers a "quick-start" implementation program that includes data preparation, such as dictionary, domain and categorization development. In preparing data sets, customers can build predefined analysis views, known as query templates, and dashboards tailored to an organization.
Attensity's SaaS product is available now. Customer's of the company's text analysis software include Travelocity, Whirlpool, Medicare, the FBI, the National Security Agency, and the U.S. Customs and Border Protection office.