Overtone

On April 5, 2011, KANA Software, Inc., a world leader in software solutions for Customer Experience Management acquired Overtone®, Inc.. Please visit the KANA Software company page for additional details: http://www.linkedin.com/company/5824?trk=tyah Overtone was the first company to develop and market a listening system in the Cloud able to collect, analyze, and report on the voice of the customer wherever it was expressed. Overtone customers included Fortune 500 companies in retail, financial services, consumer products, travel, internet media, and telecommunication industries. Overtone powers strategic insights and intelligent action with: * Proprietary Text Analytics Engine – Automates the reading and analysis of text to determine sentiment, topics, and trends from consumer generated comments. * Multiple Channel Capabilities - Monitor, understand and analyze information from all customer interaction channels including online communities, text messages, tweets, social networks, open-ended survey responses, online chat, email, and web feedback forms. * Dashboard to Root-Cause Analysis - Customers view configurable, interactive dashboards to see feedback across channels with the ability to drill-down to investigate specific topics, authors, location, customer attributes, and more. * Enterprise Reporting & Integration- Numerous out-of-the-box reports across channels, including top issues and praise, emerging alerts, and business unit specific analytics.