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NICE inContact CXone Review 8 of 10
NICE inContact CXone: "Attensity Review: Text at its best"
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Onavie Boyce profile photo
November 08, 2013

NICE inContact CXone: "Attensity Review: Text at its best"

Score 5 out of 101
Vetted Review
Verified User
Review Source

Modules Used
Attensity Command Center, Attensity Analyze

Overall Satisfaction with Attensity

  • Counting the text data to make it quantifiable.
  • Reporting.
  • Client focused.
  • Normalization of data.
  • Too difficult to tune the tool.
  • Natural language can go too far - left can be a direction and the past tense of the verb leave - The tool assumed it was a verb.
  • We found a quality problem that was emerging. Since the issue sounded like normal use of the product, we were not sensitive to the rapid increase in what our consumers were reporting. The tool made us curious as to why the use issue was growing. We had a problem.
  • Engineers were able to gather point of use details from our end users with out the large effort of reading comments
We looked at several tools for turning text into data.
The easy to understand tools had limited functionality, the analytical tools required a PHD to attend the sales pitch.
Attensity had taken the approach of including reporting and alerting with their text engine.
300 - Customer service, product safety and product quality.
If the core offerings are what is needed. The tools work and are reasonable to implement. However, extending the product's offerings is difficult.

Using Attensity

2 - Hybrid skills between advanced user, content owner and some IT training
  • Quantify what the consumer wants.
  • Qualify usage and failure data.
  • Use the questions coming to customer service to help prioritize training content.
  • Part inspection ticket analysis.
  • Blog or social media monitoring.
The general need we have is being satisfied by the product. The effort to build new solutions was larger than desired.

Evaluating Attensity and Competitors

  • Product Usability
We were able to port data to Attensity and see results in a small window of time. By hosting the solution, and offering reporting, much of the burden of implementation was managed by Attensity
I was not part of the selection team. Just the implementer.

Attensity Implementation

The vendor supported implementation is likely the only solution that would have worked for us. We later moved the solution in house.
Yes - We did some consumer based content - text only, then added attribute detail, then added a 2nd data source for the same type of data.
Change management was a major issue with the implementation - We had to internally market the new solution. This surprised us.
  • Our internal language was not full sentences. We had abbreviations, terms that were not well managed by the engine, we also had not used full sentences and the tool was looking for verbs that did not exist.

Attensity Support

They are responsive and helpful.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Support understands my problem
Support cares about my success
Quick Initial Response
None
No - I have a basic contract and get good service.
Yes - It was more of a limitation of the software. They were very attentive to my point of view and worked towards resolution.
We had a truncated data set transfer over. When we realized it, it was already afternoon. We prepared a replacement data set , and Attensity made unique jobs & schedules to receive, process and report on the data by the next morning.

Using Attensity

For the average user - it does what it says it will.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Quick to learn
Convenient
Inconsistent
  • The reporting for the masses is visual.
  • The export detail is a nice feature.
  • The ability to link similar findings in multiple data sets was elegant.
  • Tuning - training the text engine on the industry specific language was laborious - so, so, laborious.
  • Attempting to expand the solution to be more analytical - Normalized incidence.