Attensity announced release of Attensity Respond 5.1 with the ability to monitor customer information across multiple channels including the web, email and social media.

The latter is growing increasingly important for companies as they try to find simpler ways to monitor Twitter and Facebook for company mentions and cut off any issues before they escalate into a company public relations issue.

Catherine van Zuylen, vice president of global product management for Attensity says the new tool provides contact center agents with the tools they need to seamlessly blend social media into their contact center customer engagement processes. "With Respond 5.1, contact center agents can automatically route and respond to customer requests for help in social media in the same application they use for emails, phone calls and other channels," she said.

Among the features besides providing social media chatter about a company inside the Attensity tool is the ability to move the conversation offline to SMS or email, create a blended queue of customer service activity by channel broken down by topics that could allow you to easily move certain types of issues to CSRs trained to deal with them.

The tool has also been tuned to deal with the increased amount of data, you are likely to encounter when you begin monitoring social media channels.

For more information:
- see the Attensity press release

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