The Global Association for Contact Center Best Practices & Networking

PALO ALTO, Calif., Nov. 9, 2010 - Attensity, a provider in Customer Experience Management software applications that generate value from unstructured text, today announced a partnership with Contact Centers of America (CCA), the industry leader in socially and economically innovative customer contact solutions. The partnership will help provide outsourced social media listening and response contact center services for enterprise clients.

This service will allow enterprises to deliver customer support to their clients, regardless of communication channel preference. The customer support will be provided by subject matter and social media experts based in the United States.

"I believe this is a significant step forward for operationalizing social media interactions," said Jeff Johnson, vice president of sales at Attensity. "This will allow companies just getting into social media to take advantage of the sophisticated social media monitoring, classification, routing and response products from Attensity, as well as the social media response services and expertise that CCA brings to the table. CCA provides 24/7/365 outsourced support for organizations, without affecting their focus on their core business."

Attensity is highlighting its full suite of applications for text analytics and social media at its third annual global user conference, Attensity Engage, starting today at the Computer History Museum in Mountain View, California. Clients, partners and executives are joining customer experience and social media visionaries for a dynamic exploration of the future of multi-channel Customer Experience Management. 

Responding to Social Media Needs 24/7/365

An increasing percentage of customer care interactions happen through social media, which is quickly becoming a key component in customer care strategies. Companies cannot afford to ignore social media, because today there are over 90 million tweets generated every day, over 65 million active Facebook users and over 200 million bloggers.

Using Attensity Respond for Social Media, each CCA agent team receives relevant social media discussions across major social media outlets that meet their areas of expertise for response. CCA is entirely US-based with experienced staff available 24/7, enabling organizations to engage with customers, across any channel where and when the customer wants. The combination of Attensity's sophisticated social media monitoring and response platform, integrated with CCA's services, communication and technology platforms, facilitate improved customer satisfaction and efficient interactions, resulting in lower costs.

"We were very excited when Attensity released their Respond for Social Media application, designed to help contact centers like CCA deliver superior customer service to customers using Twitter, forums, Facebook, customer communities and other social media as their communications channel of choice," said Joseph Jacoboni, CEO of Contact Centers of America. "We're happy to take this solution one step further by allowing customers to maintain a solid focus on their core competencies, while delivering superior customer service via social media. The solution is fully integrated with other contact center activities, such as customer support/service, telesales, health care subscribers and customer relationship management, which can be tailored to fit company and industry needs."

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.prnewswire.com

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