OpenMic can now automatically detect and highlight multiple topics and phrases contained within a social media comment or customer feedback comment with extreme accuracy and reliability
San Francisco, Calif. (PRWEB) February 3, 2011
Overtone, Inc., a leading provider of advanced customer listening systems, today announces the release of OpenMic 5.7 and 5.8. These releases greatly extend OpenMic’s categorization capabilities and enhance the intelligent engagement and workflow of OpenMic.
“OpenMic can now automatically detect and highlight multiple topics and phrases contained within a social media comment or customer feedback comment with extreme accuracy and reliability,” according to Neil Patil, Senior Vice President at Overtone, Inc. “In addition, the latest release enables our customers to quickly spot and filter relevant comments that matter the most and then route, email, or flag comments for other users using our comprehensive dashboard drill-down features.”
The 5.7 and 5.8 releases include:
Phrase-Based Categorization enhances OpenMic’s automated categorization capabilities by tackling the task of reliably identifying multiple topics in individual comments, forum posts, emails, or other social media and direct-to-company feedback messages. This capability is especially effective for longer posts or responses, particularly social media sources, where the author may cover multiple subjects.
Improvements to the Engagement Workflow
Coupled with OpenMic’s advanced analytical capabilities, users can quickly identify, annotate, flag, assign, email, and route individual comments with new workflow features. Additionally, the OpenMic dashboard now contains a widget that will display prioritized tasks assigned from other users.
Automated Engagement for Social Media
Utilizing OpenMic’s real-time analysis engine, customers can set up automatic triggers to spot new social media comments that match specific criteria and then instantly send them to CRM systems, call centers, or specific employees. This new feature enables Overtone customers to continuously and automatically route comments to work teams or other business systems that only need information regarding a specific brand, division, or business process.
Enhanced Data Cleansing
To ensure data quality across various social media and direct-to-company feedback sources, OpenMic has improved its data cleansing capabilities. This feature normalizes data for improved sentiment and topic analysis while decreasing “noise” found within massive amount of user generated content.
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. http://www.overtone.com
Overtone and OpenMic are registered trademarks of Overtone, Inc.
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