Attensity, a provider of text analytics solutions for Customer Experience Management (CEM), announced the latest release of Attensity's Respond application.

Designed for the next-generation multi-channel contact center, Attensity Respond plays a significant role in optimizing business processes in the contact center environment, according to company officials.

“The newly released Attensity Respond 5.1 reflects the current trend toward integrating social media, helping contact centers to meet the needs of the social customer,” says technology analyst Esteban Kolsky of ThinkJar.

According to Catherine van Zuylen, vice president of global product management for Attensity, the new app provides contact center agents with the tools they need to seamlessly blend social media into their contact center customer engagement processes.

“With Respond 5.1, contact center agents can automatically route and respond to customer requests for help in social media in the same application they use for emails, phone calls and other channels,” Zuylen added.

The solution seamlessly blends social media engagement with other customer engagement channels such as e-mail, SMS messages, chat, and phone calls. It also filters social, e-mail or other messages by channel, or route a blended queue with specific topics or products.

Pre-approved templates help agents engage with customers in social media. The solution also determines routing and prioritization automatically through integration with Facebook (News - Alert), Twitter and various influencer metrics such as the Klout score.

Featuring Big Data scalability, the service allows handling of high volumes of customer conversations generated in social media and supports a large numbers of distributed users.

Social media responders can transfer conversations "offline" into e-mails or SMS messages. They can also track cross channel messages across a single interaction ticket and over time on the customer's record.

In a related announcement, Attensity launched Attensity Voice of the Customer (VoC) Command Center which is designed to enable corporate executives to see at a glance -- in real time -- the impact customer conversations are having on their brands across multiple online and social media sources, as well as internal channels.