Attensity, a provider of text analytics solutions for customer experience management, released Attensity Respond 5.1, designed for the multi-channel contact center.

“With Respond 5.1, contact center agents can automatically route and respond to customer requests for help in social media in the same application they use for emails, phone calls, and other channels,” said Catherine van Zuylen, vice-president of global product management for Attensity.

The company said the new release gives contact centers the ability to:

• Seamlessly blend social media engagement with other customer engagement channels such as email, SMS messages, chat, and phone calls.

• Enable social media responders to transfer offline conversations  into emails or SMS messages.

• Track cross-channel messages across a single interaction ticket and over time on the customer’s record.

• Filter social, email, or other messages by channel, or route a blended queue with specific topics or products.

• Engage customers according to an organization’s approved business processes.

• Use pre-approved templates to help agents engage with customers in social media.

• Automatically determine routing and prioritization through integration with Facebook, Twitter, and various influencer metrics such as the Klout score.

• Benefit from scalability to handle the high volumes of customer conversations generated in social media, as well as support for large numbers of distributed users.

For more information go to:
http://www.attensity.com/2011/06/13/attensity-brings-social-media-to-the-contact-center/