TrustRadius
Attensity- Slow at the start, but has evolved into a good product
https://www.trustradius.com/contact-centerNICE inContact CXoneUnspecified7.827101
No photo available
January 25, 2014

Attensity- Slow at the start, but has evolved into a good product

Score 7 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Attensity

We leverage Attensity as a big crutch in our organization to understand customer sentiment from our email survey data and call detail record data. It is used most heavily between our Customer Retention and Marketing departments, mostly to understand the current customer base better and trend sentiment over time to have a good understanding of open-ended feedback. Attensity's biggest strong-point is that it helps structure open-ended text to trend customer sentiment over time. Departments rely heavily on custoemr sentiment, and finally there is a way to wrap your hands around countless fields of data.

Attensity does have it's limitations, but overall it does provide valuable insights to most organizations.
  • Text analytics- trending open-ended feedback.
  • Marrying structured and unstructured data.
  • Centralizing customer sentiment into one tool.
  • Filtering out bad data.
  • Response time from customer support.
  • Lack of account management and concern.
  • Increase Net Promoter Score.
  • Decrease Churn.
  • Increase Revenue.
I have used numerous amounts of text analytics, including: Clarabridge, Polyvista, SPSS, and other tools in the past. Attensity was by far the best of the lot. It was a bit pricier than some of the other solutions out there, but if you need a positive return on understanding customer sentiment, then this tool will work wonders.
Your shop needs a large amount of data for Attensity to work sufficiently. Customer surveys should be tailored to fit the Attensity tool, and not the other way around. The tool also works best within the quality assurance and consumer packaging verticals, which produce high amounts of complaints. Understanding positive feedback through Attensity is also a challenge. It is most useful for filtering through complaints about your business.

Using Attensity

Attensity is pretty good at creating barriers to exit with their tool. It takes quite a bit of staging and preparation to setup the API connection between it's tool and your current tools that bring in the customer sentiment. That being said, once its all automated it is quite convenient to have auto-populated reports showing how customers feel about your brand. This was the primary reason to renew the contract.