Customer support is evolving to handle an ever-growing number of channels. Social media interaction is playing an expanding role in how companies provide support to their customers. I believe this Press Release from Attensity gives us a view into the future call center. As the press release points out, social media is quickly becoming a key component of customer care strategies.
The process as described by the press release enables a customer care agent to receive relevant social media discussions across major social media channels that meet their areas of expertise for response. So, I’m on a company’s FaceBook Fan page and I vent about something related to their product. Through Attensity Respond for Social Media, I can monitor that activity, extract relevant insight, and enable action by getting that insight to the appropriate call center expert.
This is another example of advanced analytics enabling decision making and driving process. Forward looking and proactive as opposed to reporting and reacting.
Reimagining the Future 
[…] analytics software for customer experience management. I expect to see more of these partnerships (See My Blog Post on Attensity) in the near future. Acquisitions may be another way this plays out, as providers of text analysis […]
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Most what i read online is trash and copy paste but your blog is different. Bravo.
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Thank you for those kind words!!
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Hi – the theme is available through WordPress.
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I just sent this post to a bunch of my friends as I agree with most of what you’re saying here and the way you’ve presented it is awesome.
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