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.
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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.
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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.
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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:
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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.
