Attensity mines customer conversations for bank CRM

Source: Attensity

Attensity, the leading provider of text analytics solutions for Customer Experience Management (CEM), today announced a new Retail Banking Industry Solution that enables financial services organizations to unearth actionable intelligence, such as intent to churn, hidden within the unstructured text of customer conversations.

The new offering is designed to accelerate the implementation and ROI of the company's next-generation customer analytics and engagement applications.

The new module enhances Attensity's flagship multi-channel analysis product, Attensity Analyze, and its multi-channel service and engagement application, Attensity Respond, by leveraging tens of thousands of banking-specific customer data points to create out-of-the-box category sets, topics, reports and dashboards tailored to retail banking organizations. With the Attensity solution, business users can mine customer conversations taking place in social media, email, SMS messages, survey responses and CRM notes, and use that information to drive business decisions, enhance the customer experience and reduce customer churn.

"As a result of the recession, customers are increasingly frustrated with their banking choices, yet the fundamental reasons for that frustration are not always apparent. Using Attensity's deep analytics, we discovered that the surface issues are not always the true source of discontent," said Catherine van Zuylen, vice president of global product management at Attensity. "The Attensity Retail Banking Industry Solution will help banks identify the true reasons for churn and extract real business value from customer conversations. The new solution also provides new insights to product and service development teams that build loyalty and create up-sell and cross-sell opportunities."

The Attensity Banking Industry Solution, available now, extracts industry-specific terminology and issues that aid with analysis and categorization on numerous topics, and includes out-of-the-box reports, dashboards and reusable analytics for:

* Churn Analytics
* Marketing Campaign Tracking
* Competitive Analytics
* Survey Analytics
* Buzz Analysis
* Sentiment Analysis
* Customer Service
* Product Innovation, Suggestions Tracking
* Customer Behavior and Preference Profiles
* Custome Profiles me Profiles
* Customer Demographics
* Customer Engagement Response Queues


With industry-rich category sets designed to augment and modify packaged categorization to meet users' specific business needs, the solution offers the ability to run analysis in almost any third-party business intelligence application, including SAP Business Objects and Microstrategy.

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