Fortunately, the company had recently contracted with Attensity, a leading vendor of text analytics software, and was able to use the software to analyze all of the e-mail it had received within two days. According to JetBlue research analyst Bryun Jeppsen, Attensity Analyze for voice of the customer (VoC) enabled JetBlue to the repidly extract customer sentiments, preferences, and requests it could not find any other way.