Features
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
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 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
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
- Surveys
- SMS
- Powerful API in to connect to CRM and web services.
- Batch Uploads
Collect Social Media Content
Extract conversational data from public web sites or data streams for analysis:
- Access over 1.5 million source sites with over 2 billion verbatim available in a continuously update database
- Collect specific social media content with associate metadata and depth with Overtone custom created agents
- Remove SMS gateway integration, RSS bullet points
- 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
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 Business Rules
With OpenMic’s real-time engine, you can setup automate triggers to respond to individual comments that match your business rules. An automatically trigged response can be a instant personalized offer via your website, email, or the routing of a specific comment to your CRM system, call center, or employees.
- 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.
