Social Media Governance
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Social Media Governance

With Autonomy Social Media Governance organizations can identify critical patterns across all customer touch points including customer contact centers, web properties, brick and mortar locations and social media sites to tap into the hidden potential of customer interaction data.

By consolidating all customer interactions, whether direct or indirect, structured or unstructured, Autonomy's unique Meaning Based Computing, powered by IDOL, can identify patterns in historical customer behavior that enlightens future action. Companies can review a prospect's visit to the website, a customer's survey response, a grouping of especially successful sales calls, commentary on blogs or social media sites, the most emotional support calls or even notes from a storefront representative. Customer interactions hold the actionable insights that organizations need to move their customers' experience to the next level.

These same interactions become very important when considering legal, regulatory and business obligations that must be met for social media compliance.  The use of social media sites to communicate, market and conduct business has heightened governance and eDiscovery for many organizations.

Download Autonomy's Social Media Governance product brief

Product Features

  • Speech and Video Analysis - Automates key processes such as analysis of speech, translation of audio to text and facial recognition
  • Trend Analysis - Automatically spots trends, both over time and as they occur, by grouping together related concepts
  • Sentiment Analysis - Determines the positive and negative characteristics of each piece of information and creates relevant classification
  • Related Concept Generation - Ingests and automatically organizes all customer interaction data into conceptually related themes
  • Consolidated Reporting and Dashboards - Analytic dashboards and reporting is applied to all customer interaction data to build an unbiased complete picture
  • Cluster Visualization - clusters can be represented visually through Spectrographs, 2D or 3D Cluster Maps, Geo-Cluster maps, and Idea Clouds

Product Benefits

  • Understand Actions - Organizations can turn insights into action by performing advanced statistical analysis on human-friendly information and evaluating its contextual meaning
  • Automatic Video and Audio Processing - Remove the manual processing traditionally involved in understanding the relationships that exist between words and the concepts conveyed within video
  • Trend Analysis - Uncovers emerging trends and issues, comparing them to other trends over a set period of time enabling businesses to establish breaking topics, track sentiment, or keep a pulse on new trends
  • Reputation Tracking - Measure sentiment over time automatically to gain a sense of overall brand reputation and customer satisfaction

Product Differentiators

  • Customer-Centric View - Social Media Governance is the only market offering that consolidates all customer interactions, whether direct or indirect, structure or unstructured, to identify patterns in customer behavior
  • Advanced Analytics - Advanced analytic functions such as classification, clustering, identify management, combined keyword and conceptual search and automatic hyperlinking
  • Information Access - Autonomy IDOL offers more than 400 connectors to content repositories and information systems spanning across all customer channels - including contact center, web, storefront, and social media - enabling integrated multichannel intelligence
  • Robust Search - IDOL extends beyond traditional methods of search, such as keyword search, to provide a conceptual understanding of all information whether audio, video, or text

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