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Advantages - OpenMic®
Overtone provides a customer listening system known as OpenMic® that goes well beyond simple social media monitoring. OpenMic delivers real sentiment, meaning and trends within social media and direct to company feedback for many of the world’s leading consumer brand companies. OpenMic has several distinct advantages that enable brand-driven companies to gain strategic insights and take intelligent action.
More than Buzz Measurement. OpenMic uncovers the sentiment and meaning of online chatter about your company. It listens and reports on what your customers are actually saying, in their own words, about your company, products or services. OpenMic will tell you what customers most want to communicate, to what they are actually feeling, both good and bad, and spot trends in discussions and opinions.
Understand Your Customer at Every Touchpoint. OpenMic continuously collects, processes, and analyzes customer feedback within all interaction channels that you select: social media, email, SMS, forums, forms, surveys and any other consumer generated text. Everyday Openmic does the seemingly impossible task of listening and analyzing millions of customer comments, and gives you insights when you need them.
Natural Language Processing. FTW! OpenMic uses Natural Language Processing (NLP) to read text for you, including acronyms and misspellings. OpenMic discovers and matches customer intent to a limitless set of words and phrases. By assigning weights to words and phrases, as opposed to simple exact match keyword logic, OpenMic produces real insights that are reliable and more accurate than simple keyword search and results. And, OpenMic’s NLP approach enables comprehensive sentiment analysis by time, location, author, and topic or any combination of each.
Power Social CRM with Reliable Intelligence. Using the best information – take the right action for each customer. The accuracy and relevancy of customer intelligence from OpenMic is unmatched. The valuable insights our customers gain allow them to automate in real-time a customer-specific response, route critical customer issues internally, or feed a master customer database with meaningful feedback data for better segmentation and loyalty management.
Built for the Enterprise. The online voice of the customer is not going away. There is no controlling online opinions and sentiments. By listening to the massive volumes of consumer information online, you’ll better understand the millions of comments that represent your customers’ voice and more effectively serve their needs. Building new levels of brand loyalty and trust is now possible, Start with OpenMic – it’s been there, done that.
