Overtone Launches New Interactive Drill Down and Root Cause Analysis Capabilities of OpenMic Customer Listening Platform

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Overtone®, Inc., today announced product enhancements to OpenMic®, its advanced customer listening platform for consumer brand companies, delivering unmatched interactive drill down capabilities and root cause analysis of consumer generated content.

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“The new OpenMic features and other recent enhancements to our sentiment analysis, address issues companies have been struggling with other customer listening solutions including limited analysis and insight exploration capabilities,” said Neil Patil.

Overtone®, Inc., today announced product enhancements to OpenMic®, its advanced customer listening platform for consumer brand companies, delivering unmatched interactive drill down capabilities and root cause analysis of consumer generated content. Unlike other listening platforms, the completely new, highly interactive drill down capabilities allow users to go from top-level summary to insight detail in one click, uncovering actionable customer insights from social media networks and direct to company feedback.

To further strengthen ease of use and fast access to insights, Overtone has refined its fast loading and interactive chart tools; created universal drill down views accessible from any dashboard or report chart; and enabled users to drill down to very specific details regarding multiple topics, sentiment levels, and other data such as discussion threads and authors.

Overtone has also made significant enhancements to the drill down page capabilities specific to searching for verbatim, breaking out results by attributes, and quickly exporting results. From the drill down page, users can conduct a verbatim (comment) search to quickly find important words or phrases. The page now features sentiment indicators, source icons for determining where comments are coming from; inline attributes for quickly determining comment details; and profile pictures, author link and thread URL for social sources and facilitating response to conversations.

Being able to examine results in many ways helps users better understand the voice of the customer. OpenMic enables users to breakout specific attributes such as top authors or top sites to obtain more aggregate details of customer comments. Also, users can view those details by volume and by sentiment, then save those settings for their next OpenMic session.

“The new OpenMic features and other recent enhancements to our sentiment analysis, address issues companies have been struggling with other customer listening solutions including limited analysis and insight exploration capabilities,” said Neil Patil, senior vice president at Overtone, Inc. “Overtone continues to be seen as an industry leader and company that top brands turn to for reliable insights.”

According to a Forrester Research report, dated September 9, 2010, “Trends 2010: Listening Platforms,” by Zach Hofer-Shall, listening platform customers surveyed by Forrester believe dashboards and reports contain questionable data quality. “Seventy-seven percent of listening customers report positive experiences with the data quality the platforms provide but when probed further, respondents reported less favorable across multiple data quality issues: the platforms’ ability to weed out spam, influencer identification features, and the accuracy of sentiment analysis. Listening customers like the way the platforms present data but not the data underneath the charts and graphs.”

New Insight Explorer Filters

Insight Explorer enables users to systematically explore specific sets of verbatim for meaningful topics, commonly used language, and other root-cause insights. The new version of OpenMic offers Insight Explorer filter options that mirror its’ Reporting filter options allowing users to explore for root cause and detailed insights using clustering technology. OpenMic users can now slice and dice metrics using and/or filters to get to a segment of customer verbatim quickly. Users can analyze a specific set of verbatim for any combination of category, timeline and attributes and then explore, report, and export verbatim that best represents the issue at hand.

“The new capabilities of OpenMic make it easier to view, understand, and isolate comments in many ways to get to the meaning of consumer sentiment and root cause relationships faster,” said Patil. “From the dashboard, users have access to a comprehensive view of all consumer comments, such as where they came from, in what context, the sentiment, and trends over time. OpenMic helps you understand the, “What’s going on?” and “Why is it happening?” questions about your brand. It gives you everything you need to create and share insight reports with stakeholders, such as product marketing and customer service, and to make rapid and more accurate, fact-based business decisions,” he added.

More about OpenMic

OpenMic automatically collects and analyzes relevant content about a company and reports consumer sentiment, topic trends, emerging alerts, and root-cause relationships through an on-demand web application. Using interactive dashboards and reports, OpenMic users discover and share meaningful insights from thousands or millions of comments to drive strategic decisions. Utilizing real-time analysis, OpenMic can respond immediately to specific customer comments or route information to CRM systems.

About Overtone, Inc.

Overtone, Inc. provides an advanced customer listening platform that out-performs simple social media monitoring for many of the world’s leading consumer brand companies including Microsoft, Yahoo!, Equifax and Continental Airlines. Overtone’s OpenMic delivers actionable customer insights from unstructured customer-generated content gathered from social networks and direct to company feedback enabling strategic decisions and intelligent action. Overtone is funded by top-tier venture capital firms Dolphin Equity Partners and ABS Ventures. For more information, visit http://www.overtone.com

Overtone and OpenMic are registered trademarks of Overtone, Inc.

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Stephanie Aldrete
Overtone
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