Overtone Introduces Customer Insights as a Service Suite of Customizable Professional Services


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Overtone Introduces Customer Insights as a Service Suite of Customizable Professional Services

SAN FRANCISCO, Calif., November 15, 2010 – Overtone®, Inc., a leading provider of advanced customer listening platforms, today introduced Customer Insights as a Service, a suite of customizable professional services for OpenMic® customers. The Customer Insights as a Service offerings help OpenMic users uncover meaningful insights from direct-to-company feedback and social media, and to formulate strategies for maximizing the value of the insights enterprise-wide.

“We’ve found that our customers want ongoing collaboration and guidance when it comes to deep analysis of unstructured customer-generated content,” said Alex Lustberg, vice president of professional services at Overtone, Inc. ‘The ‘Customer Insights as a Service’ suite provides not only comprehensive implementation and training by our professional services team, but also analytical and performance measurement services that deliver relevant insights that facilitate operational improvements and drive engagement strategies. No other customer listening company delivers this level of support to its customers.”

When companies partner with Overtone to implement the OpenMic customer listening platform they can expect a high level of direct interaction with the professional services team. Each standard OpenMic subscription includes implementation support, including: 1) performing an OpenMic Listening Audit; 2) collecting data across multiple sources; 3) defining customer-specific listening categories; 4) configuring alert rules and outputs triggered by automated listening; and 5) conducting extensive, hands-on training.

When the implementation phase is completed, Overtone consultants work closely with customers to create custom listening reports, analyze trends, and recommend actions based on consumer sentiment and preferences (e.g., product feature analysis, top support issues, competitive analysis, brand equity, etc.). Overtone also partners with customers as needed to offer strategy development and engagement services such as; integration with CRM and other existing systems; setup or enhance new data collection feeds, among other services. Direct interaction with consultants include a weekly status meeting to cover new insight exploration findings, newly mapped sources, expanded category book, and enhanced dashboard and reports.

The Professional Services team of consultants has extensive experience deploying multi-channel listening systems for continuous monitoring, analysis, and engagement. Consultants have deep backgrounds in business intelligence, social media strategy, and analytics consulting, and have helped some of the world’s leading companies categorize and analyze the meaning of their customers’ comments. With over 100 implementations, thousands of enabled users, and over 300 million records analyzed, the Overtone team brings best practices knowledge to every client’s unique business challenges.
To find out more about Overtone Customer Insights as a Services go to http://www.overtone.com/services/professional-services-overview.

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 www.overtone.com

Overtone and OpenMic are registered trademarks of Overtone, Inc.

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