Attensity Voice of the Customer Version 5 and Market Voice Version 5 Unleash New Features for Managing Customer Conversations

Global Semantic Application Vendor Offers First and Only VoC Solution with
Integrated Automated Response for Complete Customer Experience Management
BOSTON--(Business Wire)--
At the Text Analytics Summit opening today in Boston, Attensity Group, the
leader in business user applications that generate value from unstructured data,
announced the latest version of its Voice of the Customer (VoC) and Market Voice
applications, Attensity 5. A part of Attensity Group`s suite of business
applications for unstructured data, Attensity 5 offers integrated Automated
Response for Customer Experience Management (CEM), enabling companies not only
to gain insight into communications from their customers, but also to more
effectively route and answer those communications.

Attensity 5 automatically extracts valuable information from freeform text in
call center notes, emails, surveys, etc. and transforms it into structured,
actionable First Person Intelligence. Organizations such as Whirlpool, The
Charles Schwab Corporation, JetBlue Airways Corporation, The Royal Bank of
Canada (RBC) and Medicare use Attensity to mine priceless unstructured customer
feedback and to glean insight into customer satisfaction, sentiment, loyalty and
product issues, which allows them to informatively respond to customers. With
the new Attensity 5 companies can now ensure complete management of customer
conversations.

"Attensity 5 is a leap forward in using sophisticated semantic technology to
make it easier for companies to understand what their customers, employees, and
partners really think about them and their products," said Dr. David Bean,
Attensity Group`s chief technology officer for Natural Language Processing.
"From detailed sentiment analysis to Net Promoter analysis to "top ten" issues -
Attensity 5 combines a depth of technology with easy-to-use native dashboards
and reporting capability in one application."

Dr. Bean added, "Attensity 5 enables companies to better understand and harness
customer conversations in email, in social media, in surveys, and beyond, The
application can even identify customers who are asking for specific actions from
the company - giving companies the ability to respond effectively to protect and
grow their brand equity and customer base, even in these difficult economic
times."

New Capabilities of Attensity 5

* Deep exploration for ad hoc analysis of the customer conversation
* Out-of-the-box sentiment, issues churn, competitive and industry-specific
reports
* Built-in integration with the business intelligence software solution,
Microstrategy
* Next generation of automatic tracking of customer conversations online,
through the Attensity Market Voice application (e.g. social media such as
Twitter, Facebook, community forums and blogs)
* Multi-channel (email, Short Message Service [SMS], letter, etc.) responses to
customers based on their profile and communicated issue or request via the
Attensity Automated Response Management application
* Automatic alerts and system triggers, including Customer Relationship
Management (CRM), campaign management and service, to alert individuals across
the company about issues and opportunities

Faster Time-To-Understanding

Attensity 5 uses out-of-the-box deep sentiment analysis and trend categorization
to provide rapid processing of text sources, revealing shades of meaning and top
issues with minimal knowledge engineering work required. Its built-in discovery
environment enables companies to chart, manage and receive alerts on trends and
analysis in information from emails, forums, surveys and other text sources of
customer conversations. Moreover, Attensity 5`s built-in integration with
Microstrategy makes report creation for combining structured and unstructured
data faster and easier than ever before, providing executives with a
comprehensive look at customer conversations.

Faster Time-To-Action for Customer Communications

With Attensity Group`s optional Automated Response Management application,
included with Attensity VoC 5 free for a limited time, companies not only gain
better insight into communications from customers, but also more effectively
route and answer those communications. Companies taking advantage of Automated
Response can streamline response to high volumes of incoming messages by
automatically classifying, clustering, and searching unstructured text.

Attensity Automated Response is powered by its patented Advanced Pattern
Recognition (APR) technology that interprets incoming messages with
unprecedented accuracy. Based on the content of customer communications,
Automated Response assigns, documents, records, routes, and archives everything
- from the first contact, to amended notes, to the last response.

Attensity VoC 5 then mines these incoming messages, along with customer
communications in other areas, such as surveys and forums, to provide greater
and more immediate insight into customer issues. This provides "early warning"
of potential product, warranty, and service issues, which allows companies to
make educated and timely, business-critical decisions.

"Attensity 5's enhanced 'voice' capabilities promise users the possibility of
going beyond listening to nuanced discovery, trending, and analysis," said Seth
Grimes, founding chair of the Text Analytics Summit and principal consultant at
Alta Plana Corporation. "The new release, complemented by automated response,
offers companies the capacity to turn internal communications and unstructured
customer feedback into direct, actionable intelligence. The important business
benefits afforded by text technologies like Attensity's will without doubt be a
central discussion point at this year's summit." In addition to his hosting role
at the Text Analytics Summit, Grimes will also release his text analytics survey
at the event.

Demos of the new Attensity VoC 5 and Market Voice 5 will be offered at the 5th
Annual Text Analytics Summit (http://www.textanalyticsnews.com/usa/index.shtml),
June 1-2 in Boston. Conference speakers include Attensity`s Dr. David Bean, as
well as several customers of Attensity Group, including JetBlue Airways
Corporation and Whirlpool.

About Attensity Group

Attensity Group provides business user applications that generate value from
unstructured data. Its comprehensive family of solutions leverages semantic
analytics to enable knowledge management professionals, business leaders,
customer support personnel and customers to interpret and manage an
organization`s unstructured data to get relevant and actionable answers - fast.
Attensity Group`s award-winning software is in use by more than 250 of the
Global 1000 and by large government agencies to deliver powerful insights,
enhance operational efficiency, reduce risk exposure, and ensure increased
customer satisfaction. The Service & Support Professionals Association (SSPA)
has honored Attensity Group with its 2009 Recognized Innovator Award. Attensity
Group, with more than 500 installations worldwide, services customers from
multiple offices in the U.S. and Europe. The company`s go-to-market entities are
Attensity Americas and empolis in the EMEA region. Attensity Group`s corporate
headquarters are in Palo Alto, Calif. More information is at
(www.attensitygroup.com).

©2009 Attensity Corporation. Attensity and First Person Intelligence are
trademarks of Attensity Corporation in the United States and/or other countries.
Other brand and product names are trademarks or registered trademarks of their
respective holders. Information is subject to change without notice. All rights
reserved.

Attensity Group
Michelle de Haaff, 650-433-1700
mdehaaff@attensitygroup.com
or
Sterling Communications
Lisa Hawes, 408-884-5155
attensity@sterlingpr.com

Copyright Business Wire 2009