The advent of social media has helped businesses understand the need to get a handle on unstructured data, notes Diane Berry, Coveos SVP of marketing and communication. Yet, as IBM's latest CIO survey says, most organizations are data rich but insight poor, adds Ed Shepherdson, SVP of enterprise solutions at Coveo. Text analytics is a key feature of the insight consoles, adds Shepherdson. This feature harvests information from unstructured data and does theme generation across all the platforms from which the consoles draw. Aggregating and analyzing data also has moved front and center at HyperQuality. The company aims to continue to evolve its capabilities -- both in terms of technology and process -- to provide richer assessment and analytic tools for the market, based on inside the call interactions. A company called LivePerson, meanwhile, focuses specifically on the customer experience as it relates to organizations' Web sites. Today, LivePerson is focused not just on helping its customers deliver better service via chat, but on assisting them in using chat and other tools to increase their online sales.