Salesforce.com has unveiled latest plans for its acquired-Radian6 with the new Insights ecosystem solution.
The platform aims to help businesses make sense of social media conversations with in-depth sentiment, intent, demographic and more metric analysis across multiple languages. The solution also allows organisations to compare their social metrics – such as product mentions – with their competitors.
Integrated into the Radian6 dashboard, the information can then be managed across company divisions such as sales, customer service and community mangers to identify or follow-up with prospects, engage customers and take customer service actions.
Salesforce.com continues in its partnership with semantic analysis firms Klout, OpenAmplify and OpenCalais to deliver text sentiment analysis. Lymbix also joined the ecosystem for emotion and tone classification; PeekAnalytics brings social audience measurement and Solariat delivers social intention analysis. New capabilities from OpenAmplify provide customer service insights.
The ecosystem will also benefit from the Salesforce.com Twitter alliance last month which gives customers access to analyse the more than 400 million Tweets generated daily to gain insight and engage with customers.
Marcel LeBrun, SVP and GM for Salesforce Radian6, said: “In order for social enterprises to manage social big data, companies need to move beyond the discovery phase and drive deeper understandings of the who, what, where and why behind social media conversations. With the new Salesforce Radian6 Insights technologies and ecosystem, companies can drive real-time understanding and engagement with customers and prospects.”
Salesforce.com acquired social media monitoring company Radian6 in March 2011 in a deal work over $300m.
The platform is available from today and included within Salesforce Radian6 deployments.