Overtone - Social Media Monitoring and Measurement

Overtone's Open Mic Integrated Listening System™

Open Mic helps customer-driven enterprises collect, categorize, analyze and act on customer comments across all interaction points and transforming them into actionable customer insights.

Collect:

Collect customer verbatim and attributes from a number of channels, including:

• Web Forms
  • Integrated Web Form builder that can be customized with your own look and feel, questions, messaging and deployed to your website.
  • HTTPPOST for accepting your existing web form.
• Web Services API
  • Published API that can collect via SOAP and XML.
• Web Surveys
  • Use HTTPPOST or the WebServices API for collecting via your existing survey.
• Email
  • Parse raw emails from your customers by CC'ing an Overtone email alias.
• Message Boards
  • Scrape message boards and forums from any site on the web.
• Batch Uploads
  • Upload TAB(.txt) or Comma(.csv) delimited files using your existing historical data.

Categorize:

Access a suite of modules to discover, create, and maintain categories using your actual customer verbatim:

• Discovery
  • Bubble up prevalent Word clusters and Features in the verbatim
  • Create targeted data sets on date ranges, filters, etc for specific categorizing.
• Category Training
  • Highly intuitive workflow for creating machine-learned text categories based on extremely precise algorithms.
  • Double-Check workflow for catching errors in human categorization.
• Keyword Categories
  • Create keyword categories for simple classification.
• Category Groups
  • Organize categories into department groups for organization and reporting.
• Learn By Example (LBE)
  • Upload pre-trained categories using existing data from your organization.
• Upload Categories
  • Copy/Paste categories between Channels.
• Historical Update
  • Create Categories and score them across historical data for long term trending and analysis

Analyze:

Use Interactive reporting modules to investigate changing issues, praise and customer sentiments:

• Insight Reports
  • Customizable Summary, Changes, Trends, and Correlation charting.
  • Simple and Advanced Filtering for deep analysis.
  • Automatic Schedule/Delivery methods for distribution to a wide audience.
  • Drilldown to actual scored customer verbatim.
  • Print and Email.
• Custom Reports
  • Unlimited date range possibilities, discreet and continuous.
  • Drilldown to actual scored customer verbatim.
  • Print and Email.
• Dashboard
  • Monitor Category changes at the Summary, Group, or detail level.
  • See how Sentiment and Satisfaction are changing over time.
  • Drilldown to actual scored customer verbatim.
• Real-Time Monitor
  • View verbatim collection and categorization in real-time.
• Emerging Issue System
  • Automatically detect new and emerging issues based on time-series analysis and algorithms.
• Data Export
  • Get access to the categorized and scored verbatim for feeding into your own internal reports.

Act:

Take action and have automated conversations with with your customers in real–time:

• Business Rules
  • Using Categories and Attributes you can redirect Web Forms and Survey submissions to any public web page.
• Acknowledge, Cross-sell, Up-Sell, and Retain
  • Based upon verbatim from any customer, you can instantaneously provide dynamic offers to sell additional services, products, or simply acknowledge that you've heard the specific feedback from a customer and in return present a retention offer.