- Company Overview
- Social Media Command Center
- Visual Analytics / Data Clarity
Social Media Command Center® is a web-based application that looks at 75 million social media sources on an ongoing basis, including the full Twitter Firehose, Facebook and a variety of blog pages. That data is injected into a real-time ingestion and orchestration engine that allows creation of distinct processing pipelines to filter and perform specific Natural Language Processing (NLP) based enrichment of the social media data of interest.
The SMCC® Pipeline product is a real-time orchestration and annotation engine, designed to process millions of messages a day and output fully “barcoded” information for downstream applications and processes. Each barcode immediately describes every intricacy of the communication – allowing that communication to freely tell its story, to move where it needs to move, to achieve everything it can achieve, to power some of the most unbelievable advances in every industry.
Analyze is the most comprehensive, accurate solution on the market today for understanding multi-channel customer conversations. Using its world-class text analytics platform, Analyze transforms the text in social media, emails, surveys, CRM and call center notes, and other sources into actionable insights that reveal customer sentiments and trends. Analyze can also extend the value of your existing data warehouses and business intelligence systems to deliver key business insights.
Respond is a comprehensive application designed for the next-generation multi-channel contact center. Using advanced analytics technology, Respond “reads” all incoming emails, contact form submissions, comments in customer forums, letters, sms messages, tweets and other types of customer communications, and automatically classifies and routes customer conversations across multiple channels. In addition, Respond gives agents the tools they need to proactively engage customers and deliver service via the channel of their choice.