SAN FRANCISCO, Calif., July 12, 2010 – Overtone®, Inc., today introduced OpenMic® version 5.3, an advanced customer listening system featuring the industry’s first hybrid text analysis engine that combines Overtone’s proven statistical-based natural language processing (NLP) engine with new linguistic capabilities – delivering the most precise and accurate text classification and sentiment analysis across multiple sources of consumer-generated content.
“With OpenMic version 5.3 we continue to advance our clients’ ability to accurately and quickly discern the voice of their customers across all direct feedback and indirect channels of communication, including social media,” said Neil Patil, CMO and SVP of Marketing at Overtone, Inc. “We’ve taken our best-in-class listening capabilities to an even higher level with the introduction of the industry’s first hybrid text analysis engine that can accurately understand the content and context of any customer conversation.”
OpenMic 5.3 provides the following new features to help power social customer relationship management (Social CRM) and enable brand-driven companies to gain strategic customer insights and take timely and intelligent action:
Multiple Word Analysis & Stemming
OpenMic now supports multiple word analyses (n-grams) and stemming (e.g., the process of reducing inflected or derived words to their stem, base or root form) to generate more precise and accurate sentiment scores and automated text categorization. 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 and Polarity Charts
OpenMic 5.3 offers a better way to understand sentiment trends with a new “Net Sentiment Index” calculation that determines the overall sentiment of a communication channel, category, or attribute value. The sentiment index calculation is presented through new customizable dashboard and reporting widgets that also display breakout metrics for the percentage of Negative, Positive, Mixed and Neutral verbatim. Additional sentiment filters are available in reporting and insight exploration tools to enable deeper analysis.
Dashboard Date Customizations
OpenMic’s interactive dashboard now enables users to enter multiple custom date ranges to track specific campaigns, events, and other company actions. Each user will continue to have the complete interactive drill-down access to customer insight data to go from the highest-level view of a particular topic all the way down through sentiment, author, location, influence, or any other attribute for a specific date range.
API and Reporting
To continue to support and promote third-party integration to CRM systems, external reporting suites, and other systems, OpenMic 5.3 introduces a complete refresh of API methods to mirror the functionality available in the OpenMic reporting suite.
To view recorded demos and read a more detailed description of the OpenMic 5.3 customer listening system, please go to http://www.overtone.com/product/whats-new
More About the OpenMic Advanced Customer Listening System
OpenMic is delivered as a Software-as-a-Service (SaaS) application. Overtone has created powerful technology with its in-house scientists, integrated enterprise-class business intelligence capabilities, and is deployed within world-class SAS 70 Type II compliance data centers. All OpenMic deployments include ongoing support and consulting service options. With over 10 years experience implementing listening systems, Overtone’s service professionals have a proven track record of helping brand name companies gain valuable insights from the voice of their customers.
Overtone, Inc.
Overtone, Inc. provides an advanced customer listening solution that out-performs simple social media monitoring for many of the world’s leading consumer brand companies including Microsoft, Yahoo!, and Continental Airlines. Overtone’s OpenMic delivers meaningful customer insights from unstructured customer-generated content 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
