Attensity has found a way to truly capture the voice of the customer with its new breed of customer experience management (CEM) solutions. TEC analyst Jorge García looks at how Attensity’s CEM products can help organizations analyze customer conversations across multiple channels, extract actionable data and insights, and route conversations for rapid and effective response, improving their customers’ experience and loyalty.
networks such as Facebook, Twitter, forums, blogs, and others. A second, agent-facing user interface provides contact center agents with a familiar interface for managing customer interactions across multiple channels, including social media, e-mail, SMS, and others. The Voice of the Customer Strategy Attensity has developed its solutions to provide services and functionalities for different vertical industries such as telecom, retail banking and hospitality, and for different business units within a