Voice of Customer and Social CRM

OpenMic 5.4 (August 10, 2010) & 5.5 (August 20, 2010)

The OpenMic development train keeps moving as we continue to update OpenMic every 2-3 weeks with new features and customer requests. In the last two releases, we have created an end-user interface to directly setup, manage, and update custom feeds that pull in real-time tweets, posts, and comments from all public data found within Twitter and Facebook. Now you can directly tap Facebook and Twitter with search terms and time frames that fit your particular needs at anytime.

OpenMic 5.3 (July 17, 2010) –Sentiment Analysis Doesn’t Get Any Better Than This!

Introducing the Industry’s First Hybrid Text Analysis Capability

Overtone continues to advance our customers capabilities to accurately and quickly discern the voice of their customers across all direct and indirect channels of communication, including social media. In OpenMic 5.3, we’ve taken our best-in-class sentiment analysis capabilities to an even higher level. We are launching the industry’s first hybrid text analysis engine that combines our proven statistical-based engine with added linguistic capabilities, however without the hassles of maintaining keyword associations and dictionaries. This means that you can have the most precise and accurate sentiment analysis across multiple dimensions such as timelines, topics, brand attributes, Net Promoter Scores, authors, collaborators, websites, discussion threads, and on and on. Powering your Social CRM and engagement efforts demands the most reliable and timely information.

Multiple Word Analysis & Stemming (really good sentiment analysis and categorization)

• Classification algorithms automatically categorize and detect weighted phrases in addition to weighted words (e.g. “would love” or “not bad” for a Positive Tone category).
• Accuracy increased with automated “stemming” capabilities that supplement and catch all the word derivatives that indicate sentiment for your business and OpenMic categories. For example, when configuring the system to detect Positive Tone, the OpenMic machine learning process applies linguistic stemming for inclusion of word forms, even if they weren’t mentioned in the training set (e.g. “amaz” would catch “amazing”, “amazes”, “amazin.”)

Net Sentiment Index & Polarity Charts (a better way to understand sentiment trends)

• New “Net Sentiment Index” calculation, determines the overall sentiment of a channel, category, or attribute value. Sentiment index calculation can be customized by assigning any category or multiple categories to type “Issue” or “Praise.” The sentiment index is then derived by subtracting the percent of Praise minus the percent of Issues.
• New customizable dashboard and reporting widgets that display the Net Sentiment index and breakout metrics for the percentage of Negative, Positive, Mixed and Neutral verbatim. New sentiment filters in reporting and insight exploration that allow deep analysis into sentiment groups.

See the exact breakout of sentiment and the running

Net Sentiment Index for any date, category, attribute, source, discussion thread, influencer etc.

Dashboard Date Customizations

• Our popular interactive dashboard capabilities are getting even better. Now you can enter multiple custom date ranges to track specific campaigns, events, and other company actions.
• Each user will continue to have the complete interactive drill-across and drill-down capabilities to go from the highest-level view of their particular information down through multi-dimensional analysis of attributes, sentiment, location, and influencers for any specific date range.

Enhanced Historical Update

• OpenMic’s unique ability to re-score verbatim after new categories are created or old ones are retrained offers limitless flexibility to meet your changing analysis needs.
• Users can now re-score verbatim within custom date ranges, queue up multiple jobs, and better manage specific category updates.