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NICE inContact CXone: "Attensity Text Analytics Review"
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November 08, 2013

NICE inContact CXone: "Attensity Text Analytics Review"

Score 6 out of 101
Vetted Review
Verified User
Review Source

Modules Used
Attensity Analyze

Overall Satisfaction with Attensity

  • Attensity is able to get very precise with sentiment and can be tuned, which is important.
  • The theme discovery is very helpful for getting detailed insights. The "triples" help with understanding relationships.
  • The pricing structure is reasonable and easier to understand than other vendors.
  • The analytics are good but the user interface can be challenging to use. If you have a team of expert analysts and need really precise analytics then it can be useful but the learning curve can be high.
  • The way to create "categories" or "topics" is more cumbersome than with other platforms.
  • They eliminated some key external data sources when the acquired Biz 360 which made them a less desirable option for our company.
  • We decided not to work with Attensity for our business needs because they didn't meet our requirments in terms of usability. Another group within our company does continue to work with them
  • The group that works with Attensity has been able to get deeper insights on customer satisfaction
Make sure to clearly understand how the sentiment works and how it is tuned.
Understand how the discovery process works and how the triples are defined.
Understand how to create categories that are pre-defined rather than being driven by the triples.
Understand the pricing structure and how that compares to other vendors.
Understand how the user interface is evolving and how it meets the needs of the people who will be using it.

Using Attensity

Our group decided not to work with Attensity.