ResponseTek Delivers Real-Time Insight for Voice of Customer Programs with Enhanced Text Analytics and Topic Mining

Vancouver, Canada (PRWEB UK) 25 June 2012

ResponseTek, the leading software vendor for enterprise customer experience management (CEM) solutions, is pleased to announce the release of Buzz Tracker, its new real-time text analytics module. The ResponseTek Listening Platform is now able to automatically translate every customer comment from all channels into business metrics, allowing immediate interpretation of satisfaction and loyalty drivers as a standard capability.

Businesses constantly struggle with systematically extracting insight from the massive amounts of text-based customer communication occurring through customer surveys, social media, email and chat interactions. Without automated analysis, key themes and topics identified by the growing number of customer interactions are going unnoticed.

ResponseTeks innovative solution enables employees throughout the organization to freely explore keywords related to their roles. For example, an analyst looking for insight into a specific issue can easily add related topics and Buzz Tracker instantly analyzes all verbatim comments, including historical data. The user can easily filter results, drill into details, focus on a specific source, and continue to tune the analytics on-demand.

We are very excited about setting a new bar in customer experience with Buzz Tracker, states Syed Hasan, CEO of ResponseTek. The ability to quickly understand which customer topics are driving higher or lower satisfaction and advocacy scores is incredibly powerful, especially in todays business where the volumes of text-based interactions continues to accelerate.

The Buzz Tracker report is a standard component of the Listening Platform at no additional cost. Features include:

ResponseTek Delivers Real-Time Insight for Voice of Customer Programs with Enhanced Text Analytics and Topic Mining