Overtone - Social Media Monitoring and Measurement

Real-Time Integrated Listening System
OpenMic analyzes thousands of customer comments per hour, illuminating key customer conversation topics and categorizing them in real time. This data is available immediately via dashboards and customizable reports for distribution and immediate action. OpenMic reports are intuitive, easy to understand and easy to use. Comments are prioritized, starting with "big picture" graphics that capture major issues and trends. Users can then progressively drill down into greater detail, from category to sub-category to individual customer comments.

Collect Feedback From Any Interaction Channel

OpenMic collects text comments and associated structured attributes such as author, source, demographics, web analytics, behavioral or transactional data from any interaction channel. Easy, flexible web services allow continuous input of data streams from any online source.

• Web forms
• Email
• Surveys
• SMS
• Powerful API in to connect to CRM and web services.
• Batch Uploads

Collect Social Media Content

Comprehensive Social Media sourcing enables the acquisition of virtually any social media source type, including internal communities, review data, Twitter, blogs, discussion forums, etc. Custom web agents can be deployed to address specific listening requirements, including limiting data from specific site locations, frequency of updates, normalizing attribute data, and content acquisition of sites requiring authentication.

• Communities, review sites, micro-blogging (twitter), bookmarking sites, media sharing and more
• SMS gateway integration
• Message boards
• RSS
• Powerful API in to collect data from web services
• Batch Uploads

Integrated Multi-Channel Insight Dashboard

OpenMic includes a unified and highly customizable dashboard across social media and direct channels. The dashboard provides dynamic interactive navigation of direct feedback and social media analytics including:

• Category and sentiment metrics
• Trend lines for estimating downward or upward slopes over time
• Mouse-overs and drill down to accelerate root cause discovery
• Adjustable date ranges and thresholds
• Reports widget with access to favorite insight reports
• User customizable
• Continuous daily refresh

Insight Explorer

The Insight Explorer enables business users to systematically explore specific sets of verbatim for meaningful topics, commonly used language, and other insights. This powerful workflow tool lets you quickly and intuitively isolate the set of verbatim that describes a significant issue or topic underlying a category trend.

Advanced Insight Reports

On demand report creation and distribution workflow allows business user flexible access to OpenMic insight data.

• Create, save, share, and schedule reports
• Simple and advanced filtering for deep analysis by source, category, sentiment, author, and other variables
• Provides instant visibility into sentiment by theme, topic product, service, region, source, author, or any other data entity tracked by OpenMic
• Enables dynamic navigation and drill down to verbatim comments mapped to sentiment
• Print, export, schedule, and email
• Unlimited users and reporting per implementation

Emerging Issue Alerts

OpenMic automatically identifies and reports emerging topics and distinct changes in the data. Each new topic is characterized by associated word clusters, charts showing velocity and relevance, and a sample of representative verbatim.

Advanced Business Rules

Working hand in hand with the Web Form Builder is a comprehensive Business Rules Engine. You can customize the automated response to a web form submission triggered by the meaning and the sentiment of an individual customer comment.

• Automate up-sell, cross-sell, and win-back programs.
• Redirect web forms and survey submissions to any public web page.
• Instantly provide dynamic offers and other engagement actions with Social CRM capabilities.

Find out how to get started with OpenMic