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Buzzient Presentation at DeVenci Conference 2009
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Buzzient Presentation at DeVenci Conference 2009

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UNCLASSIFIED presentation of Buzzient social analytics use in monitoring of 2009 Iranian Election, Zynga Customer Engagement/Community Management Operations, and CRM Integration

UNCLASSIFIED presentation of Buzzient social analytics use in monitoring of 2009 Iranian Election, Zynga Customer Engagement/Community Management Operations, and CRM Integration

Published in: Technology, Business

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  • 1. DeVenCI Page 1 Timothy B. Jones, CEO One Broadway 14th Floor Cambridge, MA 02142 (617) 475 1514 tbj@buzzient.com www.buzzient.com
  • 2. DeVenCI Page 2 Design Objectives •  Harvest data from millions of online social media and unstructured data sources for purposes of: –  Open Source Intelligence (OSINT) –  Total Information Awareness (TIA) –  Commercial uses •  Provide quantitative analytical measures of qualitative data •  Support integration of analytics in unclassified/commercial and classified/proprietary applications •  Use COTS technology platforms •  Support either hosted, cloud-based or on-premise implementations
  • 3. DeVenCI Page 3 Why Buzzient is Unique •  Four Patents filed in Modeling, Measurement, Display, and Analysis of social media content •  Architecture built around seamless integration with Classified/Unclassified applications •  Support for Hosted, Software as a Service AND on-Premise/ appliance implementations •  Currently in use with one of the largest social media implementations in the world
  • 4. DeVenCI Page 4 Buzzient Enterprise™ Social CRM Applications ERP SalesCall Center ServiceCustomer SupportSales Buzzient Aggregates social media data API API API API API API What We Do - Commercial
  • 5. DeVenCI Page 5 High Level Modular View   Social  Media  Analy.cs  Pla1orm   Social  Media  Harves/ng   Broadest  range  of  sources  (Twi9er,  Facebook,  forums,  YouTube,  …)   Real-­‐/me  monitoring  plus  historical  data  several  years  back   Sen/ment  Analysis   Automated  and  real-­‐/me   Changeable  by  user   Topic  Analysis   Frequently  discussed  topics   Search  keyword  iden/fica/on   Influence  Analysis   Opinion  leaders   Most  important  web  sites   Analy/cs  Dashboard   Modular  and  customizable   Real-­‐/me  alerts  and  report  genera/on   CRM  Integra/on   with  Salesforce.com,  Oracle  CRM,  Sugar  CRM,  ..   Web  service  API  for  other  systems  
  • 6. DeVenCI Page 6 Detailed Module Architecture User  Interface   Ver/cal  Analysis/Aggrega/on  Layer   Harves/ng  Layer   Configura/on/   Admin   Subsystem   Alerts/Reports   APIs   User   Config  DB   Global   Config  DB   Admin     GUI   Job   Scheduler   Industry-/customer-specific aggregated data Raw content and user data Blogs   Twi9er   Facebook   YouTube   Amazon   MySpace   Forums   Newsgrps   Wikis   Crawler modules Sen/ment   Topics   User  influence   Site  Influence   Analysis modules Aggrega/on   Visualiza/on   Report  Generator   Real-­‐Time  Alerter   CRM  Connectors   Web  Service  API  Customiza/on   Engagement   Naviga/on  
  • 7. DeVenCI Page 7 Performance Unit (several in overall system environment) Hosted and On-Premise Design Social  media/   Customer  data   Internet   GUI / Web Server Harvesting and Processing Server Firewall   Central Database Server Reporting Server Global  Config.   Database Server
  • 8. DeVenCI Page 8 888 Designed for Integration Social Media Monitoring Tools Monolithic, Flash-based application that can’t be integrated into other GUIs Modular Platform, based on open standards, easy to integrate Oracle CRM No native development platform Salesforce.com Proprietary development platform Other business apps Without native integration dev platform Microsoft Sharepoint And other intranet platforms Oracle CRM No native development platform Salesforce.com Proprietary development platform Other business apps Without native integration dev platform Microsoft Sharepoint And other intranet platforms Standardized Buzzient Widgets Standardized Buzzient Widgets Standardized Buzzient Widgets Standardized Buzzient Widgets Custom-developed Radian6 Social media functionality for Salesforce.com Data feed Widget inte- gration Proprie- tary data feed Integration layer
  • 9. DeVenCI Page 9 OSINT Example
  • 10. DeVenCI Page 10 •  Solution Overview –  A leading entertainment applications developer for online social networks monitors the social channel through Buzzient in a customer service scenario. –  The solution provides for rapid identification of player problems and subsequent customer engagement in the same channel the customer is using to report and review, play on their network and to purchase virtual goods. •  Solution Value –  Engage customers rapidly in the preferred customer channel –  Rapid issue resolution yields higher satisfaction –  Monitoring of customer sentiment decreases time to resolution and decreases negative ratings Developer for Online Social Networks
  • 11. DeVenCI Page 11 Developer for Online Social Networks
  • 12. DeVenCI Page 12 Timothy B. Jones, CEO One Broadway 14th Floor Cambridge, MA 02142 (617) 475 1514 tbj@buzzient.com www.buzzient.com