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March 23, 2011

Attensity Announces New Text Analytics Solution for Carriers and Mobile Device Makers

By Rajani Baburajan, TMCnet Contributor

Attensity, a provider of text analytics solutions for Customer Experience Management (CEM), announced a new Telecom Industry Solution to help carriers and mobile device manufacturers analyze and act on customer conversations.

The new module also enhances Attensity Analyze, a multi-channel analysis product; and Attensity Respond, its multi-channel service and engagement application. The new module utilizes telecom-specific customer data points to create category topics, reports and dashboards tailored for telecom business users.

The solution is designed to enable telecom companies to mine customer conversations taking place in social media, e-mail, SMS messages, survey responses and CRM notes. The solution leverages such information to drive business decisions and enhance the customer experience, company officials said.

“The Attensity Telecom Industry Solution leverages our full range of patented text analytics capabilities, including Exhaustive Extraction, targeted extraction and classification, to deliver rapid out-of-the-box value to carriers and mobile device manufacturers,” said Catherine van Zuylen, vice president of global product management at Attensity, in a statement.

“It allows telecom companies to harness the hidden value of customer conversations to improve service, reduce churn, and provide new insights to product and service development teams that build loyalty and create up-sell and cross-sell opportunities,” Zuylen added.

Customers can augment and modify packaged categorization to address their business needs. The solution enables customers to run analysis in third-party business intelligence application, including SAP Business Objects (News - Alert) and Microstrategy.

Recently, Attensity announced it has been named one of the world’s most important companies in the field of knowledge management. Attensity has maintained this title by once again earning a spot on the prestigious KMWorlds 100 Companies that Matter in Knowledge Management list.

Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.

Edited by Jennifer Russell

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