The Attensity Group has released a new product in response to what it hopes will be a growing focus among manufacturers and other businesses on the value buried in unstructured data. The company has added to its Voice of the Customer product suite with the release of Attensity Analyze.
The release adds to the nascent field of sentiment analysis tools, which aim to help manufacturers better read their customers’ preferences and turn those into better sales and customer service. The Attensity Analyze software combs through unstructured data sources, such as e-mails, web forums, surveys, and CRM notes, and translates “the text of first-person customer feedback into actionable First-Person Intelligence” through dashboards said to uncover trends and sentiment.
The software focuses on the “chatter” in a company’s web-based communities. Catherine van Zuylen, Attensity’s vice president of product marketing, said in a statement that customers, including Whirlpool and Overstock.com, use Attensity’s offerings “to analyze and act on customer discussions in web communities.”
Business benefits of the Attensity Analyze tool include mining new product suggestions, hearing early on about product issues, and learning more about how customers want to be served. The on-demand software relies on Attensity’s Dynamic Text Profiling technology to take the measure on both company-sponsored online communities and third-party social networking sites.