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.
OpenMic automatically distills customer comments and social chatter into contextualized insights and actionable intelligence to help you deliver on your brand promise. 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.
Delivered as a Software-as-a-Service (SaaS) application, OpenMic creates immediate value and can be fully operational in just days without IT installations or risks.
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.
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The problem facing airlines is apparent from any visit to Travelocity, Orbitz or Kayak. Your airline is just another cell on a price and schedule spreadsheet.
OpenMic continuously collects, analyzes and reports customer sentiment and social media analytics from the channels you select: social media, email, SMS, forms, surveys and any other consumer generated media.