Software Vendor Adds Real-time Text Analytics to Customer Feedback Reporting Platform

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Winter 09 Release of ResponseTek:CEM adds new capabilities for analysis of free-form customer feedback, and integration with customer support tools

With the addition of text analytics, we're providing the ability to analyze customer comments in real-time. The results are aggregated and reported directly in the ResponseTek:CEM software, enabling users to analyze keyword frequency and sentiment across all customer feedback. Common themes voiced by customers are now immediately recognizable and actionable.

Leading customer experience management software vendor ResponseTek has introduced a set of new text analytics features as part of its Winter 09 product release, the company announced today.

The latest release of ResponseTek's fully-hosted customer experience management (CEM) software platform includes Sentiment Analysis, an intelligent analytics and reporting feature which highlights common topics and themes across all forms of customer feedback, and provides users with the ability to report and act on hot topics and issues that require immediate resolution.

"One of the greatest challenges companies are facing today is the effective management, analysis and reporting of free-form customer feedback," said Gord Elder, Director of Product Management at ResponseTek. "With the addition of text analytics, we're providing the ability to analyze customer comments in real-time. The results are aggregated and reported directly in the ResponseTek:CEM software, enabling users to analyze keyword frequency and sentiment across all customer feedback. Common themes voiced by customers are now immediately recognizable and actionable."

Coupled with ResponseTek's integrated data analytics tools, users can run text analysis on sub-segments of customers, by geography or other organizational structure, and any combination of additional filters available. The integrated workflow tools such as communication templates and group reply functions allow ResponseTek users to quickly and easily manage and respond to customers discussing particular hot topics using new feedback management tools such as reply templates and batch reply features.

Included in the Winter '09 Release of ResponseTek:CEM, Sentiment Analysis is one of a number of new features in the company's customer experience reporting software that make it easier for companies to collect, integrate and act on customer feedback.

"ResponseTek has been the leader in the collection, analysis and actioning of quantitative data relating to customer experience and feedback for several years now," said Syed Hasan, chief executive officer of ResponseTek. "However with the addition of features like text analysis and sentiment scoring, we are now able to leverage our world class work flow and improvement capabilities on all types of customer feedback data, both quantitative and qualitative. We believe this is the kind of innovation our industry needs and it is the kind of innovation our clients expect. We're very pleased with today's product release."

For more information on ResponseTek, Sentiment Analysis and the Winter '09 Release of ResponseTek:CEM, call 1-866-484-2900 (toll-free in North America), or +1 (604) 484-2900 (toll worldwide).

About ResponseTek
ResponseTek is the leader in on-demand Customer Experience Management (CEM) solutions, transforming the voice of the customer into actionable business intelligence. ResponseTek provides its groundbreaking CEM solutions to Global 1000 corporations, including AAA, Aon Corporation, HSBC, lastminute.com, and Sabre. ResponseTek is headquartered in Vancouver, Canada, with offices in Toronto, Canada and London, UK.

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Colin Stein
ResponseTek
+1-604-484-2900 ext. 242
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