Attensity, the leading provider of enterprise social analytics and engagement applications, today announced the release of Attensity Respond 6.0, a new release of Attensity’s Respond application designed to address the specific challenges facing the next generation of multi-channel social customer contact centers and marketers in large corporate environments.

Respond 6.0 provides a unified customer listening post where customer requests in social media as well as in emails, and other channels are automatically -and intelligently- analyzed, classified and routed to appropriate departments for response. Read more

Image Courtesy; Flickr/Sean MacEntee

When it comes to social CRM, it’s a world of semantics, and text and sentiment analytics.

Recently Gartner released its Magic Quadrant report on the space, and a reading of it makes it pretty clear that the category, which the research group defines as “a business strategy that generates opportunities for sales, marketing and customer service, while also benefiting online communities,” demands such intelligence.

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For many companies, understanding what’s being said about them or their products and services in the real-time social media space will only become more important. Vendors of social and customer analytics solutions are aiming to fill the need: A couple of weeks ago, heavyweight Salesforce said the Twitter firehose will be funneled to its social analytics arm Radian6. Last week, Attensity announced the Attensity Pipeline, which is its foray into providing a semantically annotated social media data stream in real-time, as a cloud service, tapping into the full Twitter firehose as well as public Facebook and Google Plus posts, blogs, forums, and video and review sites.

“We have had previous generations of this [technology] used in back end products that were more batch-oriented,” says Catherine van Zuylen, vp, product at Attensity. “This is the first time it is real-time and in the cloud at scale.”

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Karen Hanna recently posed the question, can Twitter predict the President? She explained, “Some data analysts are looking at political sentiment in social media data to make predictions around the presidential campaigns. Attensity looked at 800,000 Tweets from February 25 through March 2 and measured ‘positive sentiment and share of voice for each candidate.’ Attensity determined that Romney would win seven states, Gingrich would win Georgia, Paul would win Alaska, and Santorum would take Vermont. Attensity was asked by USA Today to analyze Twitter data to predict how voting would go on Super Tuesday. Attensity is a social analytics company based in Palo Alto. Like other social media analytics companies, it is interested in how text analysis techniques might be applied to data collected from social media to enhance market research capabilities.” Read more

Courtesy: Flickr/ Vince Viloria

Out with the old, in with the new. We’ve covered (here and here) the year past for the semantic web. So now let’s see what might be in store for the year ahead.

Also, don’t forget to listen to our podcast here for more insights into what 2012 may hold.

• Interest in sentiment analysis exploded with the growth of the social Web, although its reputation suffered due to the prevalence of low-grade Twitter-sentiment toys, simplistic, wildly inaccurate systems that misled many into criticism of the concept where it was the cheap implementations they’d tried that were faulty.  In 2012, sentiment analysis will come into its own: Automated (and crowd-sourced!) mining of attitudes, opinions, emotions, and intent from social and enterprise sources, at the “feature” level, linked to real-world profiles and transactional data. — Seth Grimes, founder, Alta Plana Corp

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We recently rounded up some thought leaders’ perspectives on the big semantic trends of 2011 – most (if not all) of them positive. Here’s some further perspective about where hopes and expectations fell a little short of reality:

• The biggest lost possibility was not rethinking the whole RDF stack. Instead of actually reducing complexity, it seems the direction is hiding complexity. This makes its proposition unattractive for web developers. – Andraž Tori, Founder and Director, Zemanta

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Attensity, a leading provider of text analytics solutions recently announced an extension to Attensity Analyze 6.0. According to the article, “The new “Facebook Analytics Module” is available with the latest release of Attensity Analyze 6.0, the next generation in voice of the customer analytics and engagement applications. This module enables business users to quickly and easily analyze Facebook comments, posts and surveys to extract deep business insights.” Read more

Photo Courtesy, Flickr, coolinsights

How do you know that social media customer analytics has arrived? When big consulting companies decide they want more and more pieces of it.

Consider the move last week by Capgemini Group to partner its business processing outsourcing organization with text analytics vendor Attensity. Capgemini will use the latter’s software that helps companies monitor, analyze and act on customer conversations taking place across social media venues as part of its Social Insight Into Action consulting offering. The new service is said to be a customizable, all-in-one package that covers web listening and analytics in social media, and that uses feedback gained from these online sources to help companies modify business processes to better engage with these audiences.

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With the Text Analytics Summit about to get underway, we’re seeing a wave of vendor announcements hit, such as Clarabridge’s news earlier this week. SAS also said today that it’s introduced Industry Taxonomy Rules starter kits, prebuilt add-ons to SAS Enterprise Content Categorization for speeding text analytics implementation efforts. Also on the agenda: Attensity’s announcement of Analyze 6 and its latest vertical out-of-the-box analytics capabilities, aimed at the retail banking industry.

The focus for Analyze 6 was to take the key capabilities of Attensity’s core engine and use that to put text analytics on the desktops of business users who want to understand and respond to customer data – at the speed of social media, which means without waiting for IT experts to create reports for them. “The thing about social media and customer data is it is like a tidal wave,” Attensity CMO Michelle de Haaff says.

Building on its Massively Parallel Processing (MPP) Platform Data Grid computing system for helping enterprises quickly analyze large-scale data sets, end users can select from over 100 report templates (with multiple kinds of analytics for each), or they can choose what questions to ask through its new Exploration environment. Basically, that’s a wizard-based way to drill deeper into a category set, leveraging Attensity’s pre-defined semantic classes tailored for each specific vertical industry rather than having to predefine taxonomies themselves to look at data.

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