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How It Works
Overtone's OpenMic delivers a multi-channel, multi-dimensional, and multi-faceted view of customer experience to help you make better decisions in every part of your business. OpenMic's artificial intelligence-based engine automates the nearly impossible and costly task of listening to all your customers, all the time. Now you can have continuous access to deep customer insights without the continuous hassle.
Using advanced text analytics, built specifically to handle "internet speak", such as misspellings and acronyms (i.e. IMHO), OpenMic reads each and every message, and analyzes it consistently in real time. Rather than just producing keyword "hits", OpenMic generates an accurate view of "what is being said" across any interaction channel.
OpenMic includes four levels of analysis to enable you to spot trends, report key insights, determine root-cause relationships, and detect emerging topics of discussion. First, customizable dashboards provide an at-a-glance view of key trends, changes, and alerts. Second, OpenMic includes integrated enterprise reporting capabilities to allow for the creation and distribution of any report from all of your social media data. Third, OpenMic provides the ability to conduct root-cause analysis and isolate specific verbatim relating to key issues through our Insight Explorer application. Lastly, Emerging Topic Alerts are generated when OpenMic spots a new rising discussion topic or issue that you may not have anticipated.
OpenMic is the only real-time continuous listening system that incorporates the best practices for collecting, categorizing, analyzing and acting on customer comments in any interaction channel. The OpenMic integrated listening system delivers on every critical feature of a customer listening and social media analytics solution.
- At its core is a highly scalable, high speed natural language processing engine that's optimized to read and analyze millions of customer comments a day.
- Facing your customer: Easily deployed feedback channels through the web, email, SMS, forms, surveys and any other unstructured text input method.
- Facing your business users: Powerful intuitive dashboards, reports, and administration consoles for easy, immediate access to customer intelligence and the configuration of Social CRM capabilities.
