Contact Center Transformation
Ocular Technologies Becomes Local Agent for Radian6
Ocular Technologies, a contact center solutions provider, has become the local agent for the social media monitoring platform Radian6.
The company announced that its new agency deal with social media monitoring tool Radian6 allows the contact center solutions provider to offer superior social media monitoring to its customers.
Pommie Lutchman, CEO, Ocular Technologies said that Radian6 helps brands know what is being said about them, and by whom, in the vast social media world.
“Considering the fact that consumers are more empowered, connected and vocal than ever before, it makes perfect sense that they use social media to express opinions and sentiment with unprecedented speed and reach,” said Lutchman, in a statement.
He said that with Radian6, brands are assured that they don’t miss a single post or tweet.
Officials with Ocular Technologies said that Radian6 covers over half a billion sources each day, including the broadest available coverage of: blogs; mainstream online news; video and photo sharing sites; Micromedia, including the full Twitter (News - Alert) firehose; forums and discussion boards; blog comments; and public Facebook discussion forums.
Company officials said that Radian6 uses a combination of rich site summary (RSS) and other data feeds in addition to proprietary crawlers in order to index the entire social Web. If data is available publicly, the software will capture it.
That also means that data the community trusts to stay behind a wall will.
According to company officials, the monitoring tool does not crawl or capture sites like private portions of Facebook (News - Alert), private communities, or anything like that. However, it captures over eight million on-topic posts and comments each day, filters out the spam and irrelevant data, and delivers results to the customer in near real-time.
“By signing up as a local Radian6 agency, Ocular is now able to provide social media monitoring for our customers that can be integrated with contact centre solutions, including Aspect’s (News - Alert) Unified IP,” said Lutchman.
This, he said, allows users to determine the sentiment of postings, identify sources and allow agents to see all the relevant details.
Edited by Rich Steeves