One platform. More leverage
Overtone is offered as a Cloud enabled solution and requires minimal integration to fit into your existing architectural framework. Requiring only a web browser and an Internet connection, Overtone delivers business flexibility, cross-channel consistency, and good experiences in customer service.
Overtone collects text comments and associated structured attributes such as customer ID, source, demographics, web analytics and behavioral or transactional data from any interaction channel. Easy, flexible web services allow real-time input of data streams from any online source. These sources include Social Media, SMS Gateway, RSS, Web Services API, Web Surveys, Email Gateway, and Batch Uploads. All sources are collected within Overtone, meaning there is little burden on IT for data sourcing.
TCategories are the terms which describe what a customer comment or post is about. Our business analysts work with you to create the categories that are most relevant to your business. At the same time, Overtone's real-time hybrid text analysis for topic and sentiment detection identifies categories from within the data itself. Anything can be a category in the Overtone system (issues, topics, themes, concepts, etc.). IT only has to sit back and watch as Overtone's sophisticated analytics engine deciphers online conversations.
Overtone includes numerous ways to analyze data. An interactive and highly customizable dashboard provides a snapshot across all interaction channels while directly linking to a comment drilldown interface to analyze corresponding social media and online feedback. Additionally, a number of customizable widgets, reporting features, and data exploration utilities provide advanced methods for identifying causality and uncovering insights. All of this is accessible through a web browser and Internet connection; no complicated infrastructure required. If your data needs to be accessible outside of Overtone, APIs can be used to simply pull the information to external applications.
Overtone includes a comprehensive suite of methods to operationalize the insights identified in the data. Using an engagement workflow, users can quickly identify, annotate, flag, assign, email, and route individual comments. Additionally, advanced business rules allow automatic triggers to spot data that match specific criteria and instantly send them to CRM systems, call centers, or specific employees. These utilities are built into the Overtone system and do not require IT support for setup. Any integration with external systems requires only the use of simple Web Services APIs.
