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Empolis Expands Its Solution Portfolio with “Attensity Cloud“
New Add-on-Module provides a “360? view” of valuable customer information
Attensity Cloud supplements the award-winning Empolis solutions “E-Service” and “Research & Discovery” by providing the ability to analyze customer conversations in social media like web forums, blogs, wikis, micro-blogs such as Twitter or Facebook, LinkedIn and Xing and customer portals such as Epinions.com™ and many others, to use that information to improve customer service and provide deeper research insights.
The Empolis E-Service Suite provides a dynamic solution package for all service-related activities including self-service, guided service and multi-channel response management. The combination of the proven and tested multi-channel management software MailMinder and the knowledge management software e:SLS, enables all steps in the service lifecycle and covers all channels relevant for a demand-oriented customer service (email, mail, fax, voice, chat, web, text messaging, etc.). With the addition of Attensity Cloud, users can track product and service related customer discussions and use that information to improve the service process. Service insights and resolutions are found and analyzed with Attensity Cloud.
Research & Discovery, a web-based portal solution, enables business line and product owners, researchers and legal personnel to rapidly and easily obtain essential business information from data silos within the company and from external sources to enable better decision making. Via advanced natural language technologies, users are able to detect otherwise undetectable relationships between issues, people, places and things providing users with valuable insights into mountains of unstructured data. With the addition of Attensity Cloud, users can access the vast world of social media, adding valuable customer created information into the research and discovery process.
“Attensity Cloud supplements both time-tested solutions, E-Service and Research and Discovery with detailed findings and trends hidden in the world of “Web 2.0,” says Dr. Stefan Wess, Managing Director of Empolis GmbH. “It provides real-time monitoring and analysis of the data created within the rapidly growing social media sector and makes that information available to business users therefore greatly enhancing their ability to better serve customers and conduct research and ultimately giving them a competitive advantage.”
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