Social Media Monitoring Tools and Services - Ideya

Transcription

www.ideya.eu.com
EXTENSIVE COVERAGE OF
TOOLS AND SERVICES FOR
SOCIAL MEDIA MONITORING
―245 TOOLS AND SERVICES
FEATURED
SMM CONCEPTS, PRODUCT
APPLICATIONS, INDUSTRY
FOCUS, AND MARKET TRENDS
PRICING AND CLIENT
INFORMATION FOR MORE
THAN 150 TOOLS
DESCRIPTION OF KEY PRODUCT
FEATURES TO AID YOU IN
SELECTON PROCESS
PROVIDERS CONTACT
INFORMATION INCLUDING
ADDRESS, TELEPHONE,
EXECUTIVE NAMES, EMAILS
Social Media Monitoring Tools and
Services Report Public Excerpts 2014
Analysis and Elaborate Profiles of 245 SMM
Technologies and Services Worldwide
Ideya Market Report, 5th Edition
October 2014
Contact: Luisa Milic, Director, Ideya Ltd.  tel.: +44 (0)789 1166 897  Email: [email protected]
 Company Website: http://ideya.eu.com
Social Media Monitoring Tools and Services Report Excerpts, October 2014
www.ideya.eu.com
Ideya Ltd
Dear Readers,
We bring you this report with the expectation that it will save you time and guide you through a myriad
of choices that now exist for social media monitoring. We conducted extensive market research of key
features, clients, and current pricing of the tools and services. We hope you will find it useful and look
forward to your feedback.
Yours sincerely,
Luisa Milic, Director, Ideya, Ltd.
Ideya Ltd is a business and marketing consultancy. It offers customized and innovative services to help
its clients face the challenges of market disruptions and turn them into opportunities. Since 2009, Ideya
has been offering market research and advisory support to companies that are exploring Social Media
Monitoring (SMM) solutions to guide them in the selection of SMM to boost their business performance
and customer engagements. Ideya also provides consulting services to SMM technology providers
interested in exploring partnership, sales or acquisitions opportunities.
Luisa Milic, M.Sc. is the Founder and Director of Ideya Business and Marketing Consultancy. She has 18
years of international experience, working 11 years at KPMG LLP Market Research in the USA and leading
the Ideya consultancy in Europe for 8 years. Luisa works on innovative business and market strategies
with clients across industry sectors including manufacturing, retail and consumer goods, tourism, and
information technology. She also engages with organizations in the education sector and public services,
and collaborates with other consultancies. In Europe, she has developed a network of collaborators from
FP6 and FP7 EU projects and develops business strategies for the commercialization of the resulting
technical solutions.
Luisa gives seminars on market research methods and conducts workshops on strategic planning in the
public and private sector.
Published on 3rd October 2014; Copyright (©) 2014 Ideya, Ltd.
All rights reserved. No part of this report may be reproduced or distributed in any form or by any electronic or mechanical
means, including information storage and retrieval system without permission in writing from Ideya, Ltd. All third party
information or data included in this report are sourced from publicly-accessible source and remain the property of their
respective owners. The data in this report are believed to be accurate at the time of publication but cannot be guaranteed;
therefore Ideya, Ltd. cannot accept liability whatever the actions are taken based on any data in this report that may
consequently prove to be inaccurate.
© 2014 Ideya, Ltd. All rights reserved.
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Table of Contents
1.
INTRODUCTION ….………………………………………………………………………………………………………………………………….8
1.1 Who Will Benefit from this Report? ……………………………………………………………………………………………....10
1.2 Scope of the Report .............................................................................................................................. 10
2.
FEATURED SMM TOOLS AND SERVICES ........................................................................... …………………….. 12
2.1 SMM Tools and Services by Availability ............................................................................................... 12
2.2 HQs Locations of SMM Tool and Service Providers.............................................................................. 14
2.3 Emergence of the SMM Tools and Services over the Past Decade ...................................................... 15
3.
SOCIAL MEDIA MONITORING AND APPLICATIONS ..................................................................................... 16
3.1 Definition of Key SMM Concepts.......................................................................................................... 16
3.2 SMM Product Applications and Benefits .............................................................................................. 21
4.
MARKET TRENDS ......................................................................................................................................... 47
4.1 Market Growth ..................................................................................................................................... 47
SMM market continues to demonstrate further growth but at a lower rate ............................................. 47
4.2 Market Dynamics.................................................................................................................................. 48
Big Technology Companies Entering the Market ....................................................................................... 48
Partnerships on the rise to deliver more strategic insights for businesses ................................................ 51
Emergence of Social TV Opens New Opportunities for SMM and Analytics .............................................. 56
Rising Merger and Acquisition Activity In 2014 ......................................................................................... 58
Positive impact of free SMM tools on SMM businesses ............................................................................. 67
4.3 Technology Innovation ......................................................................................................................... 67
Continuous investment and advancement in SMM technologies and features......................................... 67
4.4 Customer Position ................................................................................................................................ 76
Increasing adoption of social media technologies ..................................................................................... 76
Businesses looking at Big Data and new kind of analytics ......................................................................... 81
Businesses still struggling with the tool selection and SMM ..................................................................... 81
5.
A GUIDE TO SELECTING AND USING SMM TOOLS AND SERVICES .............................................................. 85
5.1 Planning for Success ............................................................................................................................. 85
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5.2 Consideration of Key Features ............................................................................................................. 88
5.2.1
Data Management ........................................................................................................................ 90
5.2.2
Data Analysis and Visualization................................................................................................... 146
5.2.3
Process Management and User Interface .................................................................................212
5.3 Pricing and Clients .............................................................................................................................. 235
6.
REFERENCES .............................................................................................................................................. 285
Part 2 - Social Media Monitoring Tools and Services Directory
1.
INTRODUCTION ........................................................................................................................................13
2.
PROFILES OF PAID SMM TOOLS AND SERVICES .......................................................................................... 19
3.
PROFILES OF FREE SMM TOOLS AND SERVICES ........................................................................................ 734
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Contents
LIST OF TABLES:
Table 1.
Table 2.
Table 3.
Table 4.
Table 5.
Table 6.
Table 7.
Table 8.
Table 9.
Table 10.
Table 11.
Table 12.
Table 13.
Table 14.
Table 15.
Table 16.
Table 17.
Table 18.
Table 19.
Table 20.
Table 21.
Paid SMM Tools and Services (Total 194)
SMM Tools with Free and Paid SMM Services (Total 21)
Free SMM Tools (Total 30)
Distribution of SMM Tools and Services by Provider’s HQs Location
Common Social Media Platforms
SMM Tools - Key Functions and Product Applications
M&As in SMM Market (Period 2005-2014)
SMM Product Comparison by Media and Language Coverage
Industry Coverage – List of SMM Tools and Services
SMM Product Comparison Based on the Key Data Management Features:
Alerts, Data Export, API Integration, Data Archiving
Key Social Metrics By Major Social Media Platforms
Key Social Metrics by Major Categories
Filtering by Media Type – List of SMM Tools and Services
Filtering of Results by Keywords or Topic – List of SMM Tools and Services
Filtering of Results by Geography – List of SMM Tools and Services
Filtering of Results by Demographics – List of SMM Tools and Services
Viral Content Tracking and Analysis – List of SMM Tools and Services
Predictive Analytics – List of SMM Tools and Services
SMM Product Comparison Based on the Key Data Analysis and Visualization Features:
Automated Sentiment Analysis, Human Sentiment Analysis, Influencer Analysis and Profiling,
Trend Analysis, Topic/Theme Analysis, Word/Tag Cloud, Competitive Analysis, Campaign
Management and Monitoring
SMM Product Comparison Based on Process Management and User Interface:
Customized Dashboards, Workflow Management, CRM
Pricing and Sample Client List
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LIST OF FIGURES:
Figure 1.
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Strategic Approach to Selecting and Employing SMM Tools and Services
SMM Tools and Services by Current Status
Featured SMM Tools and Services by the Year of Introduction (2000 –2014)
Engaging Social Media Monitoring Tools
The Ways SMM and Engagement Can Impact Your Business Performance
Key Applications of SMM Tools
Featured SMM Tools and Services – Number and Growth (%) (2005 – 2014)
Timeline – The Year of Tool/Service Introduction
Social TV - Social TV Listening
M&A Activity in the SMM Market (2005-2014)
Cluster Analysis Chart
Predictive Analytics- Adobe® Social Predictive Publishing
Access across Any Device Including Desktop, iPhone/iPad, and Android
Social Intelligence Center View, “command-style center” creation capabilities
The Tool Key Features and Factors Impacting Selection Process
SMM Key Product Features - Percentage of SMM Products Offering Specific Feature
Usage and Perceived Effectiveness of Social Media Platforms
Alerts
Filtering of Results: Filtering Options
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Segmentation By Demographics: Filtering of Results by Gender
Campaign Geo Filters
Sentiment Analysis - Share of Voice by Sentiment, Competitors' Sentiment Breakdown, Positive
Sentiment Trending by Competitors
Sentiment by Conversation Topics
Sentiment Analysis: Total Mentions and Sentiment Scores by Industry Category and Trending
Topics by Sentiment
Sentiment Trending
Negative Mentions by Location
Sentiment Analysis by Location
Human Sentiment Analysis: Manual Assignment of Sentiment
Influencer Analysis - A-List Sorted by Influencer Rank
Opinion Holder Share of Voice
Top Influential Sources and Top 10 Authority Sites
Bubble Stream Chart Combining Commenter's Influence and Sentiment
Influencer Profiling: Influencer Twitter Profile
Influencer Profiling: A Comprehensive View of an Individual's Public Content across the Web,
Filtered by Topic and Ranked by Their Potential Impact On the User's Business
Author Interests Analysis
Influencer Profiling: Author Details, Sentiment, Comments, Number of Friends
Influence Gap Report Showing Share of Influence versus Topic or Competitors
Social Network Analysis: Visualization of a Twitter Network using “Graph in Box” Layout
Viral Content Tracking and Analysis: Virality Chart Measuring How Specific Articles Spread
Through Different Media Channels and Identify Those With The Highest Impact
Channel Trends: Posts, Comments and Likes Over Time By Competitor
Trend Analysis: Key Metrics Over Time
Trend Analysis: Brand Sentiment Historical Trends
Trend Analysis: Evolving Topics
Topic Analysis: Clustering Techniques (Word Clouds) to Discover the Words and Phrases Most
Frequently Associated With Company's Brand Or Keyword, Including Discovery of Emerging
Players and Issues
Topic Analysis: Word Burst Chart with Keyword Categorization and Sample Mentions
Topic Analysis by Languages Showing Themes' Visibility, Positivity and Relationships between
Themes
Topic Analysis – Interactive Topic Maps with Significant Words of the Online Discussions and
their Relationships Amongst Themselves
Topic Analysis – Interactive Tree Map Showing the Most Common terms in the Mention Sets
Word/Tag Cloud by Media Type
Word Cloud with Positive and Negative Hot Topics
Cluster Analysis: Interactive Map Showing Major Themes and Their Relationships
Tag Creation and Word Tag: Offering Smart Tagging To Self Organize and Share Expert
Opinions, Comments and Sentiment In Real-Time
Competitive Analysis: Volume and Share of Voice Chart
Competitive Analysis: Differentiating and Common Terms/Topics for Different Brands Acquafresh and Crest Toothpaste
Competitive Analysis: Sentiment and Activity Including Mentions and Smart Tags Comparison
Competitive Analysis - Brand Net Promoter Score (NPS) By Channel
Competitive Analysis Trends
Competitive Analysis - Experience Scores Graph
Competitive Analysis: Facebook Competitor Engagement Map Used For Comparison of Brand
and Competitors’ Facebook Performance by Engagement and Number of Fans
Competitive Analysis: Followers Comparison
Competitive Analysis: Competitive Matrix KPI's
Campaign Monitoring and Measurement: Campaign Monitoring Chart
Campaign Monitoring and Measurement: Social Campaign Details
Standard Dashboard
Customizable Dashboard
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Figure 66.
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Workflow Management: Priority Inbox and Recommendations
Workflow Management: Social Inbox
Workflow Management: Setting Up and Customization of Status Levels of Messages to Improve
Tracking, Routing, and Response Time
Workflow Management: Bulk Actions to Assist Community Managers and Moderators in
Rapidly Processing Multiple Messages
Workflow Management: Calendar Publishing View
Workflow Management: Ticket System To Assign Tasks To Other People Within A Hotel/Chain
Workflow Management: Workflow Report - Ambassadors' KPIs, team performance
Workflow Management: Workflow Report Including Conversations, Sentiment, and Key Metrics
Workflow Management: Service Level Agreement (SLA) Response Time Reporting Dashboard
with Compliance Monitoring
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1. INTRODUCTION
EXCERPTS FROM THE SOCIAL MEDIA MONITORING TOOLS AND SERVICES REPORT 2014, THE 5TH EDITION
The rapid proliferation of the social media platforms and online communications has completely
transformed the realm of traditional marketing, market research, PR, advertising, CRM, customer services,
and even innovation, with social principles and practices infusing all companies' business processes and
activities. Companies are increasingly investing into social media programs and employing Social Media
Monitoring (SMM) technologies and services to monitor and solicit public opinions about their brand and
products, shape their online presence and develop strategies to engage and harness the social paradigm
in order to build long term and profitable relationships with their customers. The use of social media tools
has dramatically changed over the past five years, moving from experimentation phase to a more missioncritical activity and placing significant pressure on social programs and executives, to efficiently monitor,
analyze, and engage within social media and deliver ROI metrics. Social intelligence offered by SMM tools
is creating true business value for businesses by supporting every area of their business from
understanding consumers’ needs and behaviors, competitive landscape, creating risk management plans,
increasing customer experience and satisfaction, to executing smart product development and campaigns.
The quantity and quality of SMM tools available on the market has also changed with the SMM technology
industry maturing rapidly through the innovation and acquisitions by large technology companies and
emergence of new tools delivering unique and more sophisticated analytical capabilities, creating a highly
complex and diverse landscape of SMM technologies. There are many social media monitoring and
management tools on the market and making an educated choice about which social media monitoring
tools can best address company's needs and justify social media investment, has become a challenging and
time consuming task for organizations, as social media technology business has branched out into a diverse
set of technologies, data types and countless vendors confusing buyers. New tools and services are
emerging continually, while already established SMM companies are frequently improving their products
by introducing new features and coverage to accommodate their clients’ needs. Each of them offers
specific set of functionalities and differs in focus, coverage and approach, with some focusing more on
engagement, publishing and workflow management, while other offering strong analytics and reporting
functions. There is still no single SMM tool or service provider that can effectively measure and address
all aspects of social media. For that reason, most organizations today use multiple social media monitoring
tools across different functional areas and geographies, as they require a slightly different approach and
view of the social media space in order to address their specific social analysis and business needs.
Existing market reports on SMM providers typically focus on a few, well established tools and services and
at the moment, there are no comprehensive reports with a broad overview of the market and its players.
As almost every business has a unique set of needs in terms of monitoring, measurement or social media
management, and as not every business uses the same mix of social media channels or language coverage,
the need for more comprehensive report is needed to meet ever-shifting range of disparate needs of
customers. The purpose of this report is to fill that need and give an up-to-date, comprehensive view of
the social media monitoring market and product offerings. The report provides:
 Elaborate profiles of two hundred forty five (245) SMM tools and services including key
product features, pricing and contact information
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Definition of important SMM concepts and key product applications
Pricing and client information on more than one hundred fifty (150) SMM tools and services
Up-to-date information on market trends and M&A activity in the SMM market, and
A guide for selecting and using SMM tools and services.
VENDOR
EXPERIENCE:
UNDERSTAND KEY
SOCIAL MEDIA
MONITORING
CONCEPTS ,
FUNCTIONS AND
APPLICATIONS
SEE HOW THEY CAN
BE APPLIED WITHIN
YOUR
ORGANIZATION
UNDERSTAND SMM
MARKET AND
MARKET TRENDS
- MARKET
DYNAMICS
LEARN ABOUT SMM
TOOL COVERAGE
AND KEY FEATURES
QUESTIONS TO ASK
AND FACTORS TO
CONSIDER WHEN
SELECTING SMM
TOOL AND SERVICES
PRICING AND
PRODUCT AND
SERVICE
AVAILABILITY
- CLIENTS SERVED
LEARN ABOUT
DIFFERENT
PRODUCT AND
SERVICES, PRICING
PLANS AND FREE
OFFERS
- INDUSTRY FOCUS
- # OF YEARS IN
SMM BUSINESS
- COMPANY SIZE
- TECHNOLOGY
INNOVATION
- CUSTOMER
POSITION
FIGURE 1. Strategic Approach to Selecting and Employing SMM Tools and Services
We hope to enable companies and individuals to make effective decisions about the use of monitoring
tools and services for their purposes, based on their specific business needs, objectives and budget, as
the ideal solution for one business may not often be the best option for another business. For that reason,
we made a concerted effort to explain some of the key features and factors that characterize current
products:
 Data management features such as data coverage, data latency, alerts, data export, Application
Programming Interface (API) integration, data archiving,
 Data analysis and visualization features, including sentiment analysis, influencer profiling and
analysis, viral content tracking and analysis, trend analysis, topic and theme analysis, word/tag
cloud, competitive monitoring and analysis, predictive analytics, campaign management and
measurements,
 Process management and user interface, including dashboard, workflow management, Client
Relationship Management (CRM), engagement, and
 Factors influencing purchasing decisions, including industry pricing, key clients that have been
mentioned in online resources, product applications, industry focus, company size and year
when the tool or service was made publicly available, (see FIGURE 7 - Timeline).
This year's report provides valuable comparisons of products based on the social media monitoring
functions and product applications, data management features, data analysis and visualizations
features, process management and user interface features, as well as pricing and client listing. The
report also includes a number of enterprise based social media management (SMM) and social media
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marketing platforms, which may offer some key social media monitoring features, but may also assist
businesses in managing multiple social media accounts, content creation, publishing and moderation,
workflow and permissions, data analytics, reporting and integration capabilities across enterprise.
Because the landscape of the market changes rapidly and the SMM tool providers are constantly
redesigning features and introducing new technologies, we also provide links to the tool websites and
contact information. Thus the readers can easily access the latest information and review tool updates.
1.1 Who Will Benefit from this Report?
Information in this report can be useful to a broad range of organizations and individuals who are
interested in specific SMM tools and services and the overall market trends, in particular:
 Mature businesses that want to broaden their understanding of the SMM tools and decide
whether to develop their own tools or use external solutions
 Start-up, small and midsize companies that want to leverage SMM tools and services to
monitor social media communications and activities and reach their potential customers in an
efficient and effective manner
 Providers of SMM tools and service that are interested in the competitive landscape and
possibilities for partnerships, sales, or acquisitions
 Social media consultants who are looking for information about tools and tool features to
complement their resources and expand their services
 Investors who are looking for investment opportunities and seeking information on
technologies and companies.
1.2 Scope of the Report
Through extensive secondary research and interviews with experts and social media monitoring
vendors, we collected information on 245 SMM technologies and services. We carefully examined tool
descriptions on the official company and product Web site and supplemented that information with
product reviews, vendors’ comments, and market reports in order to create a comprehensive profile
for each SMM tool and service.
The profiles are presented in the second part of the report, which is available as a separate document.
The information in each of the 245 profiles is laid out in a uniform and structured way to provide a
reader with an easy way to browse and learn about each SMM tool:
 Name of the tool or service
 Name of the provider
 Contact information
 Leadership
 Geographical coverage
 Company status
Official name found at the official Web site
Name of the company providing the tool or service
Tool Website URL
Address, Telephone, E-Mail Address
Name of the Founder, CEO, or Director
Location of the Company Headquarters (HQs), SMM
technology providers' offices worldwide, language and
market coverage.
Privately or Publically Owned
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 Vendor's company size
 Industry focus
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 Third party technology
 Tool and service availability
 Tool description and product
features
Number of employees
Company/tool specialization in major industry segments
(if any)
Specific product applications (e.g., Marketing, PR,
Reputation Management, Market Research, Customer
Care, Sales and Lead Generation, HR, Legal and others)
Software Hosted, On-Premise, Mobile, White Label,
Agency, Consulting
All, Twitter, Facebook, Google+, LinkedIn, Video and
Photo sharing sites, Social Bookmarking, Forums, Blogs,
etc.
List of languages for text detection and sentiment analysis
Listening, Monitoring, Tracking, Analyzing, Engaging,
Publishing, CRM, etc.
Whether a tool is using third party monitoring technology
Release products, pilots, free and fee based
Description of key features, published client list, pricing
information, media and language coverage, etc.
 Year of tool or service introduction
The year the tool was publicly released.
 Key product applications
 Product and service availability
 Monitored social media
 Language coverage
 Tool functionality
We want to thank the following SMM technology companies for taking time to review their profiles, so
our clients can get the most up-to-date information on their products and services:
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Adobe Systems Incorporated (Adobe® Social), About Social Movements S.L. (Asomo),
AlchemyAPI (AlchemyAPI), Astute Solutions Inc. (Astute SRM), Augure (Augure Monitor/
former iMente), bc.lab GmbH (bc.lab), BIG Social Media GmbH/USU AG (BIG Screen/BIG
Connect), Brandwatch (Brandwatch), Buzzcapture B.V. (Buzzcapture), BlogMeter (BlogMeter
Social Listening, BlogMeter Social Analytics, BlogMeter Social TV Listening), BrandProtect Inc.
(BrandProtect SMART Platform), Brand24 (Brand24), Cisco Systems, Inc. (Cisco® SocialMiner),
Clipit News B.V. (Clipit), CNW Group (MediaVantage), Cognita AG (BlueReport), complexium
GmbH (complexium MATRIX, GALAXY, KYEPLEX), Cogia Intelligence (CI Web 3.0 Observer/CI
Webaudit), Converseon (Conversation Miner™), Crimson Hexagon (Crimson Hexagon’s
ForSight™ platform), Curalate Inc. (Curalate), Customer Experience IQ, Inc./formerly
Amplified Analytics, Inc. (Brand Customer Experience (CX) Analysis), CyberAlert Inc.
(CyberAlert’s Tools), Cyveillance/ QinetiQ (Cyveillance Brand Intelligence™ and Social Media
Watch™), Dialogix (Dialogix), Digimind (Digimind Intelligence, Digimind Social), Digital
Tomorrow Today Ltd. (BirdSong), Dow Jones & Co. (Factiva), Engage121 (Engage121),
Echobot Media Technologies GmbH (Echobot), Engagor (Engagor), Genpact Ltd. (Genpact's
Social Media Research and Media Monitoring), HubSpot Inc. (HubSpot), IBM (IBM Social Media
Analytics, IBM® SPSS® Modeler Premium), Infospeed™ GmbH (web2monitor™), iSentia
(BuzzNumbers), IQBuzz (IQBuzz), Kampyle (Kampyle), Landau Media AG (Landau Media
Online Monitoring), Lexalytics (Salience and Semantria), Linkfluence SAS (Linkfluence
Radarly), Lithium Technologies, Inc. (Lithium Social Web, Klout), Lodging Interactive
(ChatterGuard), Medimix International (Scanbuzz), Mention (Mention.com), Microsoft
Corporation (Microsoft Social Listening), Nielsen Social/The Nielsen Company (Nielsen Social),
Netbase Solutions, Inc. (NetBase Social Intelligence Platform, The NetBase LIVE Pulse™),
Moreover Technologies, Inc. (Moreover Technologies Metabase, Newsdesk), Oracle
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Corporation (Oracle Social Engagement and Monitoring Cloud Service), Revinate Inc.
(Revinate), Review Rank S.A. (ReviewPro), Rio SEO Inc. (Rio Social Analytics™), SAS Institute
Inc. (SAS® Social Media Analytics), SemanticForce Inc. (SemanticForce), SDL Plc (SDL Social
Intelligence: SM2 Social Media Monitoring and Customer Journey Analytics), SnapTrends, Inc.
(SnapTrends-Social Intelligence System), Social Figures (BrandCare), Social Media Broadcasts
(SMB) Limited (Klarity Analytics), Social Media Research Foundation (NodeXL), Social
Searcher (Social Searcher), Spotter SA (Spotter), Tracebuzz (Tracebuzz), Trackur LLC (Trackur),
uberMetrics Technologies GmbH (uberMetrics DELTA), VOZIQ Inc. (VOZIQ), Wobot Ltd.
(Wobot), YouScan RUS Ltd. (YouScan), VICO Research & Consulting GmbH (VICO), and others.
2. FEATURED SMM TOOLS AND SERVICES
We collected information about two hundred fifty (245) SMM tools and services. Here we list them
based on their availability, geo-location and the year of their public release.
2.1 SMM Tools and Services by Availability
Among the featured SMM tools and services:
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One hundred ninety four (194) are operated as paid tools and services
Twenty one (21) are currently offering both free and paid services, and
Thirty (30) are free tools (see Section 2.3.1 for more details).
Number of Tools and Services
SMM Tools and Services by Current Status
194
Paid
21
30
Paid/Free
Free
FIGURE 2. SMM Tools and Services by Current Status
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TABLE 1. Paid SMM Tools and Services (Total 194)
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Adobe® Social
Agility (PR Newswire)
AMI Opinion Tracker
Appinions™
Asomo
Astute SRM
Attensity Analyze,
Attensity Respond,
Attensity Command
Center, Attensity
Pipeline
Augure Monitor (former
iMente)
BadgerCA / BadgerRisk
bc.lab
Beevolve Social Media
Monitoring & Insight
Platform
BIG Screen™/BIG
Connect
BirdSong
BlogMeter
blueReport (Cognita AG)
Brand24
BrandChats (Tinval)
Brand Embassy
Brand Customer
Experience (CX) Analysis
(Amplified Analytics)
BrandMetric
BrandsEye
BrandSpotter
Brandtology
Brandwatch
Buddy Media
BurrellesLuce iMonitor
Buzzcapture
BuzzForce™ and Social
Media Dashboard
/Oceanus
Buzzient Enterprise™
BuzzNumbers
BuzzWatcher /AT
Internet
ChatterGuard
CI Web Observer 3.5, CI
Web Audit/Cogia
Intelligence
Cisco® SocialMiner
CisionPoint
Cision Social Media
Clipit
Cogito Search Explore
Engine
Commetric Media
Analyser
complexium MATRIX,
GALAXY, KYEPLEX
Conversation Miner
(Converseon)
 CyberAlert’s Tools
 Cyveillance Brand Intelligence™
and Social Media Watch™
 Daumsoft Mining Minds
 Dialogix
 Digimind Intelligence
 Digimind Social
 Digital PR/Vox Populi
 Ebuzzing Social
 eCairn Conversation™
 Echobot
 Engage121
 Engagor
 ethority Social Media Monitoring
and Research
 evolve24
 Expion
 Factiva (Dow Jones)
 FirstRain
 FirstTweets™ (FirstRain)
 ForeSee Satisfaction Analytics
 Genpact's Social Media Research
and Media Monitoring
 Gorkana Radar
 Heartbeat (Sysomos/Marketwired)
 Hearsay Social Marketing
 HelloSociety
 HP Explore / formerly Autonomy
Explore
 HubSpot
 IBM Social Media Analytics
 IBM® SPSS® Modeler Premium
 Impact 360 Text Analytics
 Imooty
 Impactwatch
 Infegy Atlas
 InfoNgen
 Influence Analyser/ Commetric
 Infospeed™ web2monitor™
 Integrasco
 IQBuzz
 IWOMmaster Platform
(CIC/Kantar Media)
 J.D. Power Social Media Insights
 JamiQ
 Kampyle
 Kantar Media X-tracker
 Klarity Analytics
 Landau Media Online Monitoring
 Lenz/ former Press Army
 Lexalytics Salience 5
 Linguamatics I2E
 Linkfluence Radarly
 ListenLogic Social Media Analytics
 Lithium Social Web
 Loudpixel
 M-Adaptive
 Media Analysis Platform (MAP)
(Sysomos/Marketwired)
 MediaMiser Enterprise
 MediaVantage













































MotiveQuest
mPACT, mPACT Connect
MutualMind
Nasdaq OMX Media
Measurement and
Analysis (formerly
Thomson One PR)
NetBase Social
Intelligence Platform
NetBase LIVE Pulse™
NetEquity
Netmonita (Intelligence
Technologies)
Netvibes
Nexamaster, NexaLive,
NexaMe, NxAPI
(Nexalogy Environics)
Next Analytics Social
Media Dashboard
Newsdesk / Moreover
Technologies
Nielsen Social
NUVI™
Onalytica
Opinion Tracker
Oracle RightNow CX
Oracle Social
Engagement and
Monitoring Cloud Service
OutMarket (formerly
Vocus Marketing Suite)
Piqora
PeopleBrowsr
Positive Press (Iterasi)
Pulsar TRAC
QuestBack
Radian6 (Salesforce.com)
Raven Social
Reputation Control
Reputation Defender ®
RepuTrace /RepuTrack
Revinate
Review Pro
Rio Social Analytics™
Semantria
Sendible
SAS® Social Media
Analytics
Scanbuzz
SEER (VML, Inc.)
SemanticForce
Sentiment (Sentiment
Metrics)
SentiMetrix
Serendio Voice of The
Customer (VOC)
Shoutlet
Silverbakk
SIM Score (Razorfish)
SDL Social Intelligence:
SM2 Social Media
 SMART Platform
(BrandProtect)
 SmartFocus
 SnapTrends - Social
Intelligence System
 Social360
 Social Figures /
BrandCare
 SocialEye™ (Overdrive
Interactive)
 SocialEyez™
 SocialMetrix Echo
 Sonar - Online Earned
Media Insight
 Source Metrics (former
SWIX Analytics)
 Spiral16
 Spotter
 Spredfast Social Media
Management System
 Sprinklr Social@Scale™
 Sprout Social
 StatsMix
 Symscio
 Simplify360
 Syncapse
Measurement &
Analytics Suite
 Synthesio Global
Listening Platform,
Synthesio Unity
Engagement Platform
 Telligent
 thismoment Brand
Monitor™
 ThoughtBuzz
 Traackr
 Tracebuzz
 Trackur
 tracx
 TrustYou
ReviewAnalyst
 Twelvefold
 Twilert
 uberMetrics DELTA
 uberVU
 Venuelabs/former
Valuevine™
 VendAsta's Reputation
Management Platform
 VICO
 Viralheat
 Visible Intelligence®
 Vocus PR Suite
 VOZIQ
 WaveMetrix
 WE Twendz pro™ (The)
 WExPulse®
 Webtrends Social
Measurement
(Radian6)
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 Crimson Hexagon
ForSight™
 Curalate
 CustomScoop Media
Monitoring




MeaningMine™
Meltwater Buzz
Microsoft Social Listening
Moreover Metabase
Ideya Ltd
 Wobot
 YouScan
 Zeta Hub/ Zeta Social™
Monitoring and
Customer Journey
Analytics
TABLE 2. SMM Tools with Free and Paid SMM Services (Total 21)





AlchemyLanguage
Coosto
E.Life Buzzmonitor
Hashtags
HootSuite Free,
HootSuite Pro, HootSuite
Enterprise (HootSuite)






Klout
Kred (PeopleBrowsr)
Mention
muWebfluenz
PiQ/PeerIndex
Postano






Simply Measured
Social Buzz
Social Searcher
Tagboard
Talkwalker
Topsy




Twingly
Twitalyzer (Web
Analytics Demystified)
TweetBeep
Zuum Social
TABLE 3. Free SMM Tools (Total 30)








Addict-o-matic
Blogsearch
Board Reader
Boardtracker
Del.icio.us
Facebook Insights
Friend Feed
Google Trends







Marketing Grader
Meltwater IceRocket
Mentionmap
MetaCaffe
NodeXL
Omgili
Samepoint







Search (Facebook)
Social Mention
TipTop
Topsy Free Analytics
Twazzup
TweetDeck
Twitscoop.com








twitt(url)y
Twitter Analyzer
Twitter Grader
Twitterfeed
Twitter Search
Viral Video Chart
Who's Talkin
Xefer Twitter Statistics
2.2 HQs Locations of SMM Tool and Service Providers
The majority of SMM providers featured in this report have their headquarters (HQs) in the USA.
Indeed, out of 245 SMM tools and services, 129 (53%) are offered by companies in the USA. From the
remaining ones, 26 (11%) are in the UK, 14 (6%) in Canada, 13 (5%) are in Germany, 11 (4%) in France,
6 (2%) in Russia, 4 (1.6%) in Spain, Sweden, Israel, and Netherlands, 3 (1%) in each China, Australia,
Italy, and Singapore, and 2 (1%) in Norway. In TABLE 4 we provide the breakdown of the SMM tools
and services based on the location of their companies’ HQs.
TABLE 4. Distribution of SMM Tools and Services by Provider’s HQs Location
HQs Location
United States
United Kingdom
Canada
Germany
France
Number of Tools/Service
Providers
129
26
14
13
11
HQs Location
Argentina
United Arab Emirates
South Korea
India
Switzerland
Providers
1
1
1
1
1
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Providers
HQs Location
Russia
Sweden
Spain
Israel
Netherlands
China
Australia
Italy
Singapore
Norway
Finland
Ideya Ltd
Providers
HQs Location
6
4
4
4
4
3
3
3
3
2
1
Brazil
Ukraine
Poland
Austria
Ireland
Japan
Belgium
Luxembourg
South Africa
Chile
1
1
1
1
1
1
1
1
1
1
Many SMM technology providers featured in this report have pronounced local and international
presence delivering services from multiple locations across the world. Indeed, out of 131 vendors with
HQs in the United States, 57 (44%) have also offices in the EMEA region and 35 (31%) in the ASPAC
region. Similarly, out of 85 SMM technology providers with HQs in the EMEA Region, 42% …
2.3 Emergence of the SMM Tools and Services over the Past Decade
The majority of the SMM tools and services featured in this report were introduced in the period from
2007 to 2009. The years 2011 and 2012, with twenty one (21) and sixteen (16) new tools respectively,
show that the market growth has significantly slowed down from the previous years.
Number of Tools and Services
Featured Monitoring Tools/Services by The Year of Introduction
(Period 2000-2014)
43
31
33
29
21
19
16
13
4
4
4
6
8
8
5
2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014
(1st
The Year of Tool Introduction
Half)
FIGURE 3. Featured Social Media Monitoring Tools/Services by the Year of Introduction
(Period 2000-2014)
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3. SOCIAL MEDIA MONITORING AND APPLICATIONS
3.1 Definition of Key SMM Concepts
SMM concepts refer to the elements that define a SMM process and technologies it employs.
Definition of SMM Tools
The concept of social media monitoring is simple. Organizations use SMM technologies to tap into the
vast ocean of social media data to reveal mentions of their brand, topic of interest, companies and
products to gain real time actionable insights and respond appropriately.
SMM tools are software applications, which enable companies to gather, categorize, analyze, monitor
and possibly engage in online conversations about companies, brands, products, competitors, industry
and other topics across different social media platforms. They help businesses analyze data and
identify business insights, understand their customers, prospects, key industry influencers and opinion
leaders, and discover in real time what they are saying about their brand, products, reputation and
their competitors across the social Web. Significant number of tools offers engagement function,
which allows organizations to participate in these conversations in real time, as well as workflow
management support to assist with the dissemination of social media data within the organization and
coordination of the analysis and responses
Majority of SMM tools gather data from multiple social media sources and in different formats (e.g.,
posts, articles, pdf, ppt, Word, email, images, videos, etc.). In the following table we have identified
the common social media platforms (see TABLE 5) captured by SMM tools.
TABLE 5. Common Social Media Platforms


Social networks
e.g., Facebook, Google+, LinkedIn, Viadeo, MySpace, Meet-up,
Tagged, Gather, Friendster, Netlog, Bebo, Orkut, Skyrock,
Foursquare (location based), Doximity, Ning, Digg, Naymz.com,
doc2doc, VKontakte (Russia), Odnoklassniki.ru (Russia), Tuenti
(Spain), Linternaute Copains d Avant (France), Hyves
(Netherlands), StudyVZ (Germany), MeinVZ (Germany), iWiW
(Hungary), Hyves.nl (The Netherlands), MiGente.com (Hispanic
SN), Sonico (Latin America), Koprol (Indonesia), Mixi (Japan),
51.com (China), Bai Shehui/Sohu (China), Douban (China),
Kaixin001 (China), Pengyou (China), Qzone/Tencent (China),
RenRen (China), Ushi.cn (China), and others
Discussion boards and reviews:
- Forums (e.g., vBulletin, IMDb, moneysavingexpert.com,
mumsnet.com, pistonheads.com, babycenter.com),
- Classified (e.g., CraigList),
- Consumer reviews (e.g., Amazon, TripAdvisor, Review Centre,
CNET, urbanspoon.com. Glassdoor),
- Business rating and reviews (e.g., yelp.com, Customer Lobby,
Epinions.com)
- Chat rooms, message boards,
- Community Q&A (e.g.,WikiAnswers, Yahoo! Ansers, Google
Answers, Quora, LinkedIn Answers)

Micro-blogging / micro messaging
e.g., Twitter, FriendFeed, Google Buzz, Tumblr, Plurk,
Storify, Identi.ca, Sina Weibo (China), Tencent Weibo
(China), Plurk (Taiwan), Nate Connect (South Korea),
Me2Day (Korea), and others

Blogs
e.g., WordPress, TypePad, LiveJournal, MovableType,
Blogger, Disqus, Blogdrive, Blogster,
thoughts,
Squarespace, Google’s Blogspot, Itsmy, Tistory (South
Korea), Blogbus (China), and others

Multimedia sharing services:
- Photo sharing (e.g., Flickr, Photobucket, Fotolog,
Picasa, Imageshack, Tinapic, Tynapic, Twitpic,
Webshots, Snapchat, Kaptur, Fotolog, Imgur,
Instagram, Fotki, Pinterest - a pinboard-style social
photo sharing website),
- Video sharing (e.g., YouTube, Vimeo, Vine, Twitvid,
Metacafe, DailyMotion, VideoLectures.net),
- Livecasting (e.g., Skype, Livestream, JustinTV, Ustream,
BlogTV),
- Music and audio sharing (e.g., Last.fm, ccMixter),
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



- Interest Communities (e.g, Travel Social, Dating Network,
Business Social, Enterprise Social, Light Blog, Photo Social,
Short-vide Social, Social E-commerce) and others
Video Blogging
- A form of blogging that uses video rather than text/audio as
its primary media source (e.g., Rocketboom)
Ideya Ltd
- Presentation sharing (e.g., SlideShare, Scribd),
- Podcast and other forms of audio content (e.g., iTunes,
Podcast, Librivox, ESPN, NPR)
RSS
e.g., Bloglines, FeedBurner
Events
e.g., Meetup.com, Eventful

Wikis
Collaborative publishing, e.g., Wikipedia, Wikimedia,
Wikihow, Baike.com (China)
Social bookmarking and social tagging
e.g., Delicious, StumbleUpon, Diigo, Evernote, MeiWei (a sistersite of Delicious for Chinese users)
Social news
e.g., Digg, Reddit, Topix
Virtual world
e.g., Second Life
Instant Messaging

Social gaming
e.g., Zynga
Mobile social
e.g., Kik, Snapchat, WhatsApp Messenger, MessageMe,
WeChat
Widgets
Mini web applications for distributing or sharing content
across the social Web such as Share This.
Mash-ups and others.


Social networks, discussion boards, blogs and micro-blogs, wikis, multimedia sharing services and
similar sites leverage the Internet infrastructure and are often referred to as the social Web. Within
enterprises, the social Web has its counterpart in various internal services that promote information
sharing and social interaction among employees, including the traditional means of communication
such as e-mail and instant messaging. While many recognize the importance of supporting and
managing internal social activities, the focus is on rapidly evolving social platforms on the Web. At the
same time, many features of the SMM tools and services could be applied to internal social data.
Almost all SMM technology providers deliver their SMM technology software as a service, rather than
selling licensed software. The end consumer simply uses the services through a browser and the
running, maintaining, and scaling the software are handled by the SMM technology provider
seamlessly to the end user. The software is upgraded fairly frequently by the provider and is available
24X7.
SMM tools differ in terms of technology, coverage, key features, and pricing. Typically, SMM may
combine several technologies, including:
 Web crawling and cleaning, term extraction technology to extract important terms and "topic"
keywords from HTML pages and text documents/content...
Excerpts only - to read more please order the Part1 of the SMM Tool Report or visit our publication
page http://ideya.eu.com/reports.html for more information.
3.2 SMM Product Applications and Benefits
Understanding the benefits and possible applications of social media monitoring is of the utmost
importance. Relevant social data collected and analyzed by SMM tools has to be available in the
context of everyday business processes in order to be useful and actionable. Nevertheless, many
companies often use the wrong metrics to measure their performance, particularly when it comes to
social media. Metrics generated by SMM tools, such as number of tweets, Facebook likes, unique
visitors, page views are only useful if they can be tied to the company's sales as a result of customer
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Ideya Ltd
liking or tweeting to company's purchasing path. To measure the value of their social media activities,
companies should look at the overall results the company is generating and carefully examine how
social media was engaged in increasing their bottom lines through growing revenue and increasing
efficiency. For that reason, before we get into more detailed discussion about SMM product
applications, it is important to understand the ways the social media can impact your business
performance (see FIGURE 5).
Generate More Qualified Leads
Shorten the Sales Cycle
Create Thought Leadership
Increase Sales,
Market Share,
Customer Retention,
Improve Visibility, Awareness, Advance Brand Advocacy and
Increase Brand Value
Improve Brand Reputation and Counter Negative Perception
Operating Margin,
ROI
Identify and Create New Partnerships
Reduce Marketing, Market Research, Research &
Development, IT, Recruitment, and other Operating Costs
Test Ideas and Launch Product
Improve Customer Services, Experience, Satisfaction and
Customer Retention
FIGURE 5: The Ways Social Media Monitoring and Engagements Can Impact Your Business
Performance
Social media can help companies increase sales, market share and ROI by fulfilling the following
business goals:
 Generate more qualified leads through social media marketing by building strong
relationships, visibility and awareness across social media channels that may, in a long run,
convert to recurring sales in their core business. For instance, companies can use social media
to point to a company website, sell directly within social networks, or use social media to
gather registrations via offers. They can increase sales to new customers through Word of
Mouth or gain viral spread by urging their fans and followers to share company's …
Excerpts only - for information on other product applications please order Part 2 of the Social Media
Monitoring Report or visit our publication page http://ideya.eu.com/reports.html for more
information.
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SMM Product Applications
Based on the analysis of 245 SMM tools, we have identified a number of applications of SMM
technologies across all aspects of businesses including Marketing and Corporate Communications,
Event Management, Public Relations (PR), Search Engine Marketing, Market Research, Advertising,
Investor Relations (IR), Social Media Marketing, Business Development, Sales and Leads Generation,
Business Development, Product R&D and Innovation Management, Operations, Customer Services,
Legal and Human Resources (see TABLE 5).
Marketing &
Corporate
Communication
Social Media
Marketing
Market Research
Public Relations
(PR)
Investor
Relations (IR)
Product R&D and
Innovation
Management
Event
Management
Advertising
Operations
Human Resources
Search Engine
Marketing
Business
Development,
Sales and Lead
Generation
Customer
Services
Legal
FIGURE 6: Key Applications of SMM Tools
Social Media Monitoring has delivered clear benefits in various businesses areas such as:
Customer Services:
Businesses that place customers in the core of their company strategy have been using
social media monitoring tools to
1) Proactively identify issues or issue clusters that are common causes of customer
dissatisfaction, before they go viral and become problems, and significantly lower
the cost of issue containment by acting early,
2) Listen out for customer complaints and queue and route issues to the appropriate
team to respond to questions and complaints in a timely manner,
3) Turn detractors into advocates by responding promptly to customers questions and
complaints,
4) Manage relationships with their current and prospective customers and improve
customer satisfaction and retention by creating opportunities to engage with
consumers,
5) Reduce costs of resolving customer issues and lowering …..
Excerpts only - for information on other product applications please order Part 2 of the Social Media
Monitoring Report or visit our publication page http://ideya.eu.com/reports.html for more
information.
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4. MARKET TRENDS
In this section, we discuss and elaborate on the key market trends in social media monitoring market
and present the findings by focusing on market growth, market dynamics, technology innovation, and
customer position:
Market Growth

SMM market continues to demonstrate further growth
Market Dynamics

Big Technology Companies entering the market

Partnerships on the rise to deliver more strategic insights for businesses

Emergence of Social TV Opens New Opportunities for SMM and Analytics

Rising Merger and Acquisition Activity In 2014

More Vendors Offering Combination of Free and Fee Based SMM Tools and Services To Create
Demand for Paid Services
Technology Innovation

Continuous advancement in SMM technologies and features
o Expansion of Language Coverage
o Expansion of Media Coverage
o Increased Industry Specialization
o Technology Partnerships On The Rise
o More Structured Approach to Online Monitoring and Engagement
o Bringing Owned and Earned Media Together
o Taking on The Challenges of Developing Right Metrics
o Increased Importance of Social CRM
o Increased Popularity of Smart Data and Predictive Analytics
o Image Recognition Analytics on the Rise
o Increase Importance of Mobile Platforms
Customer Position

Increasing adoption and investment in social media technologies

Business looking at Big Data and new kind of analytics

Businesses still struggling with the tool selection and social media monitoring
Excerpts only - for more detailed information on Market Trends please order Part 2 of the Social
Media Monitoring Report or visit our publication page http://ideya.eu.com/reports.html for more
information.
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Ideya Ltd
=+
5. A GUIDE TO SELECTING AND USING SMM TOOLS AND SERVICES
A majority of businesses are beginning to use SMM tools and services tactically, e.g., by analyzing daily
activities across specific social media to track online conversations around their brands, respond to
negative comments, or evaluate their marketing campaigns. However, SMM provides opportunities
for a more strategic approach.
5.1 Planning for Success
Investment in SMM requires careful consideration. In order to realize a long term value from SMM
one needs to integrate SMM with other business processes. This may include measuring the strategic
business impact of social media marketing, strengthening initiatives for social customer engagement,
expanding strategies for increasing retention and revenue from current customers, or implementing
social media campaigns to acquire new customers, and so forth. By having a clear understanding of
how SMM supports business, one can make a transition from tactical to strategic use of SMM. To that
effect the companies should
 Set clear measurable social media goals and priorities against core business objectives and
define key business and social media metrics ...
Excerpts only - for more information on this Section, please order the full Report - Part 1; or visit our
publication page http://ideya.eu.com/reports.html for more information.
5.2 Consideration of Key Features
SMM technology providers aim at delivering unique SMM solutions in terms of technologies they
apply, key features and pricing they offer. This often presents challenges to organizations that are just
embarking on SMM or upgrading their existing SMM activities and it is difficult to make an informed
decision without having an overview of the current options and new trends. For that reason, we
compiled information about key features of 245 tools and services in our sample:
 Data management features such as data coverage, data latency, alerts, data export, Application
Programming Interface (API) integration, data archiving,
 Data analysis and visualization features, including sentiment analysis, influencer profiling and
analysis, viral content tracking and analysis, trend analysis, topic and theme analysis, word/tag
cloud, competitive monitoring and analysis, predictive analytics, campaign management and
measurements,
 Process management and user interface, including dashboard, workflow management, Client
Relationship Management (CRM), engagement, and
 Factors influencing purchasing decisions, including industry pricing, key clients that have been
mentioned in online resources, product applications, industry focus, company size and year
when the tool or service was made publicly available, (see FIGURE 8 - Timeline).
We expect that these aspects will be important for outlining the SMM strategy and selecting specific
providers.
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The Tool Key Features and Factors Impacting Selection Process
Data
Management
Data Acquisition
Coverage
Media Coverage
Alerts
Data Latency
Language Coverage
Data Export
Data Cleaning
For Spam
Geographic Coverage
Application Programming
Interface (API) Integration
Industry Specific
Coverage
Data Archiving
Media Statistics
Filtering and Sorting of Results
Sentiment Analysis
Influencer Profiling and Analysis
Automated
Human
Viral Content Tracking and Analysis
Data Analysis
and
Visualization
Trend Analysis
Topic and Theme Analysis
Word/Tag Cloud
Competitive Monitoring and Analysis
Predictive Analytics
Campaign Monitoring and
Measurements
Process
Management
and User
Interface
Dashboard
Standard/ Pre-defined
Workflow Management
Customizable
Engagement Function / Publishing
Customer Relationship Management
(CRM)
Pricing
Clients
Factors
Year of Product Release
Product Applications
Industry Focus
Company Size
FIGURE 15. The Tool Key Features and Factors Impacting Selection Process
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5.2.1
Ideya Ltd
Data Management
5.2.1.1 Coverage
The coverage of SMM tools and services typically refers to four key aspects: media coverage, language
coverage, geographic market coverage and industry coverage.

Social Media Coverage - Each tool tracks different social media platforms such as blogs, microblogs (e.g., Twitter), social networks (e.g., Facebook, LinkedIn), forums, and others. When
deciding which SMM tools and services to use, it is important to consider those that provide
adequate coverage and the social media that are of interest. In addition, companies should
verify if SMM providers have their own crawlers and data centers or they simply buy their data
in.
TABLE. 8 SMM Product Comparisons by Media and Language Coverage
Product/Company
Information
Media Coverage
Language Coverage
 Brandwatch
Social networks (e.g. Facebook, Google+,
RenRen), Microblogs (Twitter, Sina Weibo),
Video and image sharing sites (e.g., YouTube,
Imgur, Instagram, Vimeo, Dailymotion,
Flickr), Blogs (e.g., WordPress, Blogger,
Typepad), Discussion forums, News services
(international, national and regional),
Corporate sites, Q&A sites, Review sites
Languages: Brandwatch language coverage spans across 27
languages (which includes automated sentiment and topic
analysis), including Arabic, Brazilian Portuguese, English,
Chinese (Simplified), Chinese (Traditional), Czech, Danish,
Dutch, Egyptian Arabic, Farsi, Finnish, French, German,
Greek, Gulf Arabic, Hebrew, Italian, Japanese, Korean,
Norwegian, Polish, Portuguese (European), Russian,
Romanian, Spanish, Swedish and Turkish. Geographic
Coverage: Global (coverage is based on language, not
location)
 Crimson Hexagon
ForSight™ platform
An extensive media coverage including
Twitter, Facebook, YouTube, Instagram,
Google+, Sina Weibo, consumer reviews,
blogs, forums, online news sites and others
Languages: (any); Its algorithms are language-independent.
User can train the system in a specific language and it
performs with any data set regardless of the source of
language. Geographic Coverage: Worldwide
Excerpts only - for more detailed description of each of the key product features accompanied with a
sample list of companies offering a particular feature, please order the full Report - Part 1; or visit
our publication page http://ideya.eu.com/reports.html for more information.
5.2.1.7 SMM Product Comparison Based on the Key Data Management Features
In the TABLE 10, we compare the SMM products based on the key data management features: Alerts, Data
Export, API Integration with 3rd Party Technologies, and Data Archiving.
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TABLE 10. SMM Product Comparison Based on the Key Data Management Features: Alerts, Data Export, API
Integration, and Data Archiving – List of SMM Tools and Services
Product/Company Information
Alerts
Data Export
API Integration
Data Archiving
 Brandwatch
Yes
Yes
Yes
Yes
 Crimson Hexagon ForSight™ platform
Yes
Yes
Yes
Yes
5.2.2.12 SMM Products Comparison based on the Data Analysis and Visualizations Features
In the TABLE 19, we compare the SMM products based on the key data analysis and visualization features:
sentiment analysis, influencer analysis and profiling, trend analysis, topic/theme analysis, word/tag cloud,
competitive analysis, campaign management and monitoring based on the vendor's profiles.
TABLE 19. SMM Product Comparison Based on the Key Data Analysis and Visualization Features:
Automated Sentiment Analysis, Human Sentiment Analysis, Influencer Analysis and Profiling, Trend
Analysis, Topic/Theme Analysis, Word/Tag Cloud or Clusters, Competitive Analysis, Campaign
Management and Monitoring
Automated
Sentiment
Analysis
Human
Sentiment
Analysis
Influencer
Analysis
&
Profiling
Trend
Analysis
Topic
/Theme
Analysis
 Brandwatch
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
 Crimson Hexagon
ForSight™ platform
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Product/Company
Information
Word /
Campaign
Tag
Competitive
Mgmt &
Cloud or
Analysis
Monitoring
Clusters
5.2.3.4 Products Comparison Based on the User Interface and Process Management Features
In the TABLE 20, we compare the SMM products based on the process management and user interface product
features: customizable dashboard, workflow management, engagement function, and CRM System.
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TABLE 20. SMM Product Comparison Based on Process Management and User Interface:
Customized Dashboards, Workflow Management, Engagement, CRM
Customizable
Dashboard
Workflow
Management
Engagement
Function
Publishing
 Adobe® Social
Yes
Yes
Yes
Yes
 Brandwatch
Yes
Yes
Yes
Product/Company Information
Offer CRM System or
Integration with 3rd party
products
Allows integration with third party
CRM systems
5.3 Pricing and Clients
As more organizations are adopting social media monitoring platforms to inform their marketing and business
strategy, cost issues and the vendor’s experience are becoming quite important.
Social media monitoring budgets might vary based on the level and complexity of organization’s business and
social media goals, and will include not only the fee and the cost of tools they plan to employ …
Here we provide a partial list of past and current clients, as well as pricing information for more than 150 SMM
tool and service providers obtained from the publicly available sources or directly from SMM technology
vendors.
TABLE 21. Pricing and Sample Client List (as of September 2014)
SMM Tools & Services
(Alphabetical Order)
Pricing Information
Key Clients
Adobe® Social
Hosted and delivered via on-demand subscription
service with price that can reach the total of
£60,000 per year.
BET Networks, Caesars Entertainment, Condé Nast, EF
Englishtown, Honda, Monster, Scripps Networks, Shell, SkyBet
and many others
Pricing starts at £339/month ($499/month) and
includes unlimited users, customer support,
Dedicated account manager, Monitoring Module,
Analysis Module, Engagement Module, TOP
Reputation Module, ROI Measurement Module
and Smart Reporting Module.
Digimind’s diverse client base ranges from mid-size organizations
to large blue chip companies and public bodies, around the world
and across industries. Its specialized software solutions help its
customers gain real competitive advantage and achieve their
business objectives. Here is a partial list of Digimind's clients:
Akamai, Alstom, Atos, Barclays, Bayer, Bloomberg, BNP Paribas,
BP, Delloite, EDF, GE, GlaxoSmithKline, Google, Lexus Asia,
LVMH, McDonalds, Mentos, Merck, Microsoft, Nestle, Orange,
Quintiles, Renault, Samsung, Schneider Electric, Siemens, Societe
General, Zurich Insurance, and others.
Digimind Social
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Social Media Monitoring Tools and Services Report 2014
Part 2: SMM Tools and Services Directory
Content: Profiles of 245 Social Media Monitoring Technologies
and Services
2. PROFILES OF PAID SMM TOOLS AND SERVICES
In this section we provide information on paid SMM tool and service providers that we compiled from
Augustl-September 2014. We carefully examined tool descriptions on the official company and
product Web site and supplemented that information with product reviews, market reports and
vendors’ comments in order to create a comprehensive profile for each SMM tool and services.
Information in the profiles is laid out in a uniform and structured way to support easy browsing and
learning about the SMM tools. In addition, significant number of the product profiles includes one or
several screenshots of the product user interfaces that further illustrate the product functionality and
increase the reader familiarity with the SMM solution. We also include links to the tool Websites and
contact information so that readers can easily access the latest information and obtain the most recent
tool updates.
As a part of the report excerpts, we have included several sample profiles from the Social Media
Monitoring Tools and Service Directory 2014:
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bc.lab, bc.lab GmbH (Germany)
Brandwatch, Brandwatch (United Kingdom)
Crimson Hexagon ForSight™, Crimson Hexagon (United States)
Cyveillance Brand Intelligence™ and Social Media Watch™, Cyveillance/QinetiQ (United States)
Digimind Social, Digimind S.A. (France)
Genpact's Social Media Research and Media Monitoring, Genpact Ltd (United States)
Lexalytics Salience 5, Lexalytics (United States)
Social Figures / BrandCare, Social Figures (Australia)
YouScan, YouScan RUS, Ltd. (Russia)
VICO, VICO Research & Consulting GmbH (Germany)
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bc.lab
Company Name:
HQs/Country:
Company Type:
Number of Employees:
Website:
bc.lab GmbH
Germany
Private
15+
http://www.bclab.de
Introduction of the Tool:
Types of Media Tracked:
2001
Facebook, Google+, Microblogs (e.g., Twitter), Blogs, Forums, YouTube, Radio, TV,
Online News, Print Media
Monitoring, Analysis, Engagement
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Areas:
Languages:
Management:
Contact:
Offices:
Email:
Direct Email:
Peter Bernskötter, CEO
Kathrin Ciompa, Director, Social Media
bc.lab Agentur für Online Relations GmbH, Holländische Reihe 31a, 22765 Hamburg,
Germany; Tel.: 040 3980770
Europe: Hamburg (Germany)
General Email: [email protected]
Peter Bernskötter, CEO, email: [email protected]
Product Overview
bc.lab is one of the leading German providers of social media monitoring and social media analysis supporting leading
international clients. bc.lab offers high quality, customized cloud-based social media monitoring solutions combined with
the expertise of social media analysts and IT professionals geared to address its customers' objectives by keeping them
up to date and informing them about opinions, discussions and key issues related to their company, brand, products and
competitors.
The platform offers a comprehensive view of current discussions, sentiments, trends and opinions across social and
traditional media sources, and takes into account company internal communication processes and workflow. It also offers
a practice-proven and reliable warning system, krisen.radar©Earlywarning System, enabling companies and organizations
to identify crisis issues before they escalate. As a result, bc.lab enables its customers to identify potential crises at an early
stage of development in support of their issue and reputation management functions, as well as in evaluation of their
marketing and PR campaigns.
bc.lab also offers specially adapted monitoring technologies to tackle closed Chinese social media and internet space,
relying on manual and automated translation capabilities and highly professional Chinese-speaking social media analysts.
Product and Service Availability:
Software Hosted, Agencies, Consulting (Social Media Monitoring, Training and Implementation)
Key Product Applications:
Marketing and Communications (PR, Online Brand Reputation, Crisis Monitoring & Management (Detection, Prevention,
Control), Campaign Tracking), Market Research (Customer Insights, Competitive Analysis), Research & Product
Development, Customer Care (Issue management), and others
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Industry Focus:
bc.lab's customers come from various industry sectors including Automotive, E-commerce & Retail, Entertainment, Food
& Beverage, Financial Services (Banks and Insurance), Media Industry, Pharmaceutical, Software/IT/Internet, Sports,
Transportation and Traffic, Telecommunication, and Tourism industry
Key Product Features:
 SaaS: Software as a Service
 Near Real Time Monitoring 24/7,
 Data Latency of: up to 5 minutes depending on the source,
 Customizable Dashboards,
 Technology: Self developed high-end monitoring technology (semantic analysis)
 Media Coverage: Facebook Google+, Microblogs (Twitter), Blogs, Forums, YouTube, Radio, TV broadcasts, Online
News, Print Media, Chinese specific social media channels including: Weibo (Chinese microblog), RenRen, Youku
(video channel), SINA Weibo and QQ
 Search: standard search (by keyword) and advanced Boolean search capabilities,
 Filtering for Spam and Duplicates,
 Data Filtering: filtering of results by keyword, media type, topic, date, and sentiment, drill-down, and commentfunction,
 Data Visualization: a range of charts and graphs including bar chart, line chart, pie chart, and others,
 Key Metrics: e.g., volume of mentions, share of voice, sentiment, influence score,
 Trend Analysis: variable time-span within given data, volume of mentions over time, reputation/sentiment
trending,
 Historical Data: historical data available for more than 3 months,
Screen Capture 1: bc.lab Monitor Dashboards - Overview: The Most Recent Posts, Top Themes, Sentiment Trending, Share of
Voice by Media Type, Top Influencers, and others
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Influencer Analysis & Profiling: identification of key opinion leaders and influence ranking via bc.lab Influence
score (ranging from 0-100) representing the influence of specific website/blog,
Automated and Human Sentiment Analysis: automated identification of positive, negative and neutral
sentiment combined with the user/analyst work to correct sentiment values based on automatic detection.
Definable amount of context is analyzed.
Competitive Analysis: monitoring of competitor activities and perception of their brand, product and services,
Topic Analysis: identification of new topics and emerging trends,
Word/Tag Cloud: tag cloud,
Campaign Management and Measurement: tracking and measuring the success of marketing campaigns,
Reporting: customized and standard reports (delivered via email on a daily, weekly, and monthly bases); Board
templates and an executive summaries offer summary of results presented with meaningful charts, metrics,
and recommendations for action.
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Data Archiving: unlimited archiving of user data,
Data Export: data export available in Microsoft Excel and CSV format,
Engagement Function: an option to directly engage from bc.lab platform,
Alerts: standard and threshold email or SMS alerts - an early warning system with alert function on the bases of
the krisen.radar (a graph showing public perception in the pre-crises phase, acute crises phase and post-crises
phase)
Workflow Management: supports unlimited number of social accounts with complex permission and task
assignment management,
API Integration: full integration with client third party applications, including CRM systems,
Technical Support: telephone and email support.
Screen Capture 2: bc.lab Social Media Report
– Competitor Analysis by Sentiment, Share of Voice by Languages, Competitor Analysis by Media Type, Sentiment Trending, Share
of Voice by Sentiment and Topic Analysis
Clients:
bc.lab caters to many clients across various industries including many of the DAX-30 companies (30 major German
companies trading on the Frankfurt Stock Exchange).
Pricing:
The pricing starts at €5,490 per year.
Languages:
Website and user interface available in German and English. bc.lab detects 42 languages with automated and manual
translation for the following languages: Afrikaans, Albanian, Arabic, Bosnian, Bulgarian, Chinese (traditional / simplified),
Danish, German, English, Esperanto, Estonian, Finnish, French, Galician, Greek, Hebrew, Hindi, Indonesian, Irish, Icelandic,
Italian, Japanese, Yiddish, Catalan, Korean, Croatian, Latvian, Lithuanian, Malaysian, Maltese, Macedonian, Dutch,
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Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Swedish, Serbian, Slovak, Slovenian, Spanish, Swahili,
Tagalog, Thai, Czech, Turkish, Ukrainian, Hungarian, Vietnamese, Welsh, White Russian.
Sentiment analysis is available for all languages. Clients can decide, whether sentiment analysis should be conducted via
machine translation or on a manual basis by bc.lab's mother tongue speaking social media analysts for European
languages, as well as Chinese, Japanese, and Russian.
Geographic Coverage:
Worldwide
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Brandwatch
Company Name:
HQs/Country:
Website:
Company Type:
Brandwatch
United Kingdom
http://www.brandwatch.com/
Private
250+
2007
Social networks (e.g. Facebook, Google+, RenRen), Microblogs (Twitter, Sina Weibo),
Video and image sharing sites (e.g., YouTube, Imgur, Instagram, Vimeo, Dailymotion,
Flickr), Blogs (e.g., WordPress, Blogger, Typepad), Discussion forums, News services
(international, national and regional), Corporate sites, Q&A sites, Review sites
Listening, Monitoring, Engagement, Reporting
27
Areas:
Languages:
Management:
Contact:
Offices:
Email:
Giles Palmer, Founder and CEO,
Bryan Tookey, COO
Brandwatch (UK), International House, Queens Road, Brighton, BN1 3XE; Telephone
UK: +44 1273 234290; USA: +1 212 229 2240
Europe: Brighton (UK), Berlin (Germany), Stuttgart (Germany);
North America: New York (NY), Chicago (IL), San Francisco (CA)
Direct Email: Joel Windels, Marketing Manager EMEA, email: [email protected]
Product Overview
Brandwatch is one of the world's leading providers of social media monitoring and intelligence. Businesses and
organizations use Brandwatch to review, analyze and interpret social data, in order to make smarter business decisions.
The Brandwatch platform delivers broad coverage of online conversations and interactions, comprehensive analysis at
author, topic and channels levels, and a customizable user experience that can be easily adapted to multiple use cases.
Brandwatch crawls and track millions of sites, including major social networks, blogs, forums, review sites, news, image
and video sites, and provides in-depth analysis including sentiment and topic analysis, impact scoring, advanced
workflows and more. Emphasis is on quality, not quantity, with powerful spam and duplicate filters, as well as a flexible
Query creation system, meaning clean, accurate data.
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Using these capabilities, organizations can make greater use of social data throughout the customer lifecycle to grow
brand awareness and reputation, mitigate PR crises, conduct market research, uncover sales opportunities, more
effectively support customers, and identify advocates and influencers.
Brandwatch combines automated data collection with human analysis. Whilst the platform includes automated sentiment
and topic analysis, it also allows users to manually edit these, as well as adding their own categories and tags. Powerful
Rules capabilities allow users to automate the process of categorizing mentions. Brandwatch also has over 80 freelance
data analysts, all native in at least one of the 27 languages covered by the platform, whose services in Query and
dashboard set up and sentiment/category mark-up can be enlisted by clients at additional cost.
The application allows users to filter their data by a range of filters including country, media type, impact, influence and
sentiment to analyze the data and allow for more focused and relevant insights. Workflow options also mean that
individual mentions can be assigned to predefined categories such as status (open, replied, closed) and priority (high to
low), and assigned to specific team members. Customizable and regular email Alerts can also be set up, to alert users of
new mentions as they happen, at regular intervals or when a specific threshold is crossed. These can be fully customized
with filters.
In 2013, Brandwatch developed the Impact Score, a score for understanding the influence and impact of specific
mentions, sites and authors that helps its clients further understand which data is the most important to them. It also
introduced a new feature, Channels, that allows for in-depth analysis of owned media assets (initially Facebook pages and
Twitter accounts). Brandwatch was also chosen by Twitter to join Twitter's Certified Products Program because of its
renowned monitoring and analytics services. Its major achievement in 2013 was introduction of the new Brandwatch
product Vizia, its social command center platform powered by Brandwatch Analytics to showcase a company’s social
media results across the organization including monitoring marketing campaigns performance or benchmarking its online
presence against competitors, as well as establish a central social hub and command center to manage all social activities
and ensure agile security and crises management. Vizia pulls in the social media data collected via the Brandwatch
Analytics platform and displays it in dynamic, animated visualizations that can be adapted for all use cases and displayed
on any screen including smartphones and tablets, with a remote control allowing display of data in multiple locations.
In 2014, Brandwatch introduced many product updates including Demographic Insights feature enabling businesses to
expand on their deeper understanding of their target market and who they’re engaging with. Brandwatch also launched
a new API and announced a partnership with Gnip that allows its API users to retrieve a full Twitter data through the API,
as well as announcing access to full historical Twitter data back to 2006 with Brandwatch Twitter Hindsight.
In March 2012 Brandwatch received $6million in investment, led by Nauta Capital, allowing the company to expand into
the US and increase European expansion. In 2014, the firm announced a new funding to accelerate development of its
platform and to continue its rapid international expansion. The $22 million round was led by a new partner HCP Europe
(Highland Capital Partners) with significant participation from Nauta Capital and other existing investors.
Marketing & Communications, Public Relations, Online Reputation Management, Crises Management, Market Research
(Customer Insights, Competitive Analysis), Customer Services and social CRM, Agencies, Product Development,
Community Support, and Human Resources.
Industry Focus:
Brandwatch caters for companies and brands across all industry segments.
Software Hosted, Mobile (smartphones, tablets), Agency, White Label, Consulting (Data validation, Query Definition
Advice and Ongoing Management, Customized Reporting, and Assistance with the use of API for integration, Custom
Reporting and Data Analysis).
 Online Reputation and Buzz Monitoring,
 Near Real Time Search and Automatic Data Retrieval: Brandwatch crawlers operate in near-real time,
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Data Latency: Ranges from a few seconds to 24 hours depending on the source (tweets in seconds, popular blogs
and social media content etc. every few minutes and less important/popular sites less regularly),
Customizable Dashboard: The Brandwatch application allows users to customize their white label or reconstruct
the dashboard layout. User can use and customize default dashboards including Channels dashboards for owned
media analysis or create their own dashboard from scratch;
Technology: Brandwatch collects and houses data from the web by using its own crawlers and technology and
leverages a Natural Language Processing (NLP) algorithm to identify language used for data, allowing users to
filter the results by language. It uses a five point analysis process consisting of language detection, title, and
content extraction, query matching, sentiment analysis and recurring phrase identification.
Extensive Media Coverage: social networks (e.g. Facebook, Google+, RenRen), Microblogs (e.g. Twitter, Sina
Weibo), video and image sharing sites (e.g., YouTube, Imgur, Instagram, Vimeo, Flickr), blogs, discussion forums,
news services (international, national and regional), corporate sites, review sites and others. Additional sources
are available upon client request. In 2013, Brandwatch introduced a new Channels feature allowing brands and
agencies to conduct analysis of their own social media assets (Facebook, Twitter, and others to come) and
compare side-by-side to competitors, bringing owned and earned media analysis together in one platform.
Search: offers standard keyword search and flexible Boolean searches within user query, with 22 Boolean
operators available, and the vast range of meta data attributed to each mention/source in dataset allows for
high level of segmentation and filtering options. Images and videos are indexed using their titles and description.
Meta data – mentions come with a host of supplementary data, such as page-type, time-stamp, location, author
and bucket-loads of other information.
Filtering for Spam: automatic filtering of spam and duplicates with an option for manual tagging of individual
mentions as spam,
Data Filtering: filtering of results by media type, categories, topics/keywords, language, geography, by number
of back links (for websites) and followers (for Twitter) and many more, enabling users to prioritize data they see,
Geo-location: uses intelligent techniques to detect location of people talking about company's brand, with a
drill-down capability from the continent of origin all the way to the city level,
Demographic Insights: to help users better understand the online audience by analyzing account type of Twitter
authors, the gender, interest, profession, and location, both as a group and individually,
Data Sorting: sorting of results by date and relevancy,
Charts/Graphs: offers a wide range of interactive charts including bar charts, pie charts, line charts, mentions
map (geographic), and others. The system allows users to click through on any chart to see the mentions behind
the numbers.
Key Metrics: offers a wide range of metrics including volume of mentions/tweets/retweets, impressions, share
of voice, sentiment, popularity of website, influence (Impact Score), side by side charting of owned media posts
and earned mentions allowing organizations to understand the impact of social media activities to online buzz.
Brandwatch Twitter Insights feature analyses the Twitter chatter about company’s brand, including the most
shared links, influencers, hashtags and emoticons being used in relation to its brand, allowing businesses to
develop a greater understanding of their Twitter community;
Trend Analysis: e.g. volume over time, volume by media type over time, share of voice by media type over time,
and sentiment trending. Brandwatch also charts key trends and insights related to owned social media assets
over any time period (Facebook comments, shares, etc.), segment data by user and content type and drill into
individual mentions and authors,
Historical Data: historical data available back to June 2010 (free for Enterprise clients, at additional cost for Pro
clients). Full historical Twitter data for the past 30 days free on request; further back to 2006 available at
additional cost,
Automated and Human Sentiment Analysis: based on the Brandwatch own Natural Language Processing (NLP)
framework for sentiment analysis including regular retraining of specialized classifiers for various combination
of languages and subjects. Although the sentiment of each mention in Brandwatch is automatically determined,
both user and paid-for analyst data validation are also available. The sentiment analysis includes both sentiment
count (positive, negative neutral), as well as sentiment trending.
Topic/Theme Analysis: automatically determines key themes related to user query and looks at the sentiment
around the topics which concern user’s brand,
Word/Tag Cloud: topics are scaled in size depending on volume of mentions within specific topic; customcreated tags and categories are included in the topic cloud and colored differently than automatically generated
topics. Clicking on an individual topic allows user to see all the mentions around the selected topic.
Competitive Analysis: analyzes key statistical data across each of the selected brands, allowing users to select
brands side by side and compare them by volume or score or compare them against industry average. The
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Brandwatch's Channels feature offers mapping of company's owned social network results against competitors,
helping companies plot the path to market leadership,
Influence Profiling and Analysis: measures where the chatter is emerging from blogs, forums or news sites and
evaluates how influential they are. It identifies most mentioned tweeters, top stories and top hashtags, which
are a vital part of Twitter. Brandwatch also detects the most engaged, active members and their impact within
an organization's owned social community and those of its competitors. The key metrics to determine influencers
include traffic data, number of comments, views, followers, site credibility, and Impact score,
Campaign Monitoring and Measurement: ability to track and measure the performance of marketing
campaigns,
Engagement Function: a feature that allows users to reply, post and share right from the Brandwatch's platform
- users can respond directly to users on Twitter and share Facebook content. Internally, users can use workflow
to share engagement across a team. Brandwatch also has integrations with social media management platforms
Hootsuite and Spredfast for more advanced engagement options. In 2014, Brandwatch is also adding a Spredfast
Engage Button integration.
Reporting: users can use the online dashboards to create workspaces - custom reports based on their
preferences and export reports into various formats,
Data Export: users can obtain data directly through Brandwatch API or through the in-app export options in
Microsoft Excel format (xml), CSV, chart export as images,
Data Archiving: users can create and save an unlimited number of workspaces (custom reports). Data is stored
using a large distributed, redundant collection of servers, guaranteeing availability and performance. When user
creates a new Query, Brandwatch returns data up to the beginning of the previous month for Pro users, and
Enterprise users can choose to return data back to June 2010 on Query creation. Pro users can request data back
to 2010 at additional cost. Full historical Twitter data back to 2006 is also available to Enterprise users at
additional cost,
Alerts: standard customizable email alerts specified by user query and by any combination of filters (mozRank,
location, etc.) sent in real time or as specified by user (on a daily, weekly or monthly basis). Brandwatch also
offers threshold alerts triggered by sudden change in volume of mentions,
White Label: offers labeled version of the user interface with client own logo or color scheme,
API Integration of data with client data (e.g. Intranet) - provides an API for clients who wish to integrate
Brandwatch data in their own system (CRM, CEM, business intelligence systems and others). Brandwatch
currently have strategic partnerships and integrations with CEM solutions provider Clarabridge and social media
management platforms Spredfast and Hootsuite. The app also includes data from Kred and mozRank.
Workflow Management: supports multiple users' accounts, offers multiple client's logins at no extra cost, and
dashboard sharing settings (unshared, view only, analyst mode). Managers can assigned the tasks to the relevant
member of staff so they can handle them, add notes if needed, and check them off when the tasks are completed.
Technical Support: ongoing email and telephone support available. All Enterprise Brandwatch subscriptions are
assigned a personal Account Manager who provides ongoing phone and email support. Brandwatch also offers
initial training free of charge and on-demand advanced training for additional fee. A dedicated support portal is
also available to clients and comprises a large library with help documents and videos, as well as options to
recommend features, report issues and contact the support team. There is also a beta program that offers clients
the opportunity to test and give feedback on features in development.
Clients:
More than 1,000 global brands and agencies use Brandwatch including British Airways, WholeFoods, Cathay Pacific, Dell,
SEAT, Verizon, Whirlpool, MoneyGram, Monster, Papa John’s, Pepsico, Digitas, Gorkana, iCrossing, Mediacom, Mec Active
Engagement, RSPCA and British Red Cross, among others.
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Screen Capture 1: Brandwatch Dashboard
- Summary Component: Total Mentions, Sentiment, Page Type Analysis, Top Sites, Trend Analysis
Screen Capture 2: Brandwatch Dashboard - Mention Component
With Extensive Filtering Options (Sentiment, Author, Impact, Media, Location, Site Visitors, Workflow, Date)
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Screen Capture 3: Brandwatch Dashboard - Demographics Summary
Gender Split, Gender Split Trends, Top Interests and Professions by Unique Authors, and Trends
Screen Capture 4: Brandwatch Dashboard – Influencer Analysis and Profiling
Displaying Top Authors by Volume of Posts, Author Name, Site, Volume of Mentions, Sentiment and Impact
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Screen Capture 5: Brandwatch Dashboard – Twitter Analytics Market Analysis
Comparison of Key Metrics by Competitor (Owner Tweets, Owner RTs, Owner Replies, Audience RTs, Audience Mentions, Owner
Impressions, Audience Impressions), Interactive Line Charts Comparing Trends of Key Metrics by Competitor
Pricing:
The company offers a monthly subscription model, with different packages based on Query or mention volumes. It offers
unlimited user logins to any client at no extra charge. Brandwatch currently offers several subscription plans, including:
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Pro: Price: £500/$800/€600 per month; intended for small and medium brands or topics. It starts at 10,000
mentions per month, unlimited queries, analytics, unlimited number of users, projects, and dashboards,
automation, including data tagging, workflow and sharing, 27 languages, initial training, support portal access,
email support, 1 month of historical data with an optional upgrade, 12 months of data storage,
Enterprise/M: Price: £2,000/$3200/€2400 per month; intended for large brands and agencies. It starts at 1M
mentions per month, unlimited queries, all pro analytics plus Insights feature, unlimited number of users,
projects, and dashboards, automation, including data tagging, workflow and sharing, 27 languages, initial
training, support portal access, dedicated account manager, over 2 years of historical data, and ongoing data
storage,
Enterprise/Q: Price: £2,000/$3200/€2400 per month; advanced analysis for high-volume queries. It starts at 10
queries, unlimited mentions, all pro analytics plus Insights feature, unlimited number of users, projects, and
dashboards, automation, including data tagging, workflow and sharing, 27 languages, initial training, support
portal access, dedicated account manager, over 2 years of historical data, and ongoing data storage.
Brandwatch Vizia, Brandwatch’s data visualization/command center product, is available on a subscription
basis, on top of a Brandwatch Analytics Enterprise account, priced according to the size of setup
For other pricing options please contact the Company directly at [email protected].
Note: Number of mentions is the number of tweets, blogs, forum and news articles, discussion boards’ discussions etc.
that match the monitored search terms – it is counted after removal of spam and duplicates.
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Languages:
Brandwatch language coverage spans across 27 languages (which includes automated sentiment and topic analysis),
including Arabic, Brazilian Portuguese, English, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, Egyptian
Arabic, Farsi, Finnish, French, German, Greek, Gulf Arabic, Hebrew, Italian, Japanese, Korean, Norwegian, Polish,
Portuguese (European), Romanian, Russian, Spanish, Swedish and Turkish.
Global (coverage is based on language, not location)
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Crimson Hexagon ForSight™ platform
Company Name:
HQs/Country:
Website:
Company Type:
Crimson Hexagon
United States
http://www.crimsonhexagon.com/
Private
50+
2007
Twitter, Facebook, YouTube, Instagram, Google+, Sina Weibo, consumer reviews,
blogs, forums, online news sites and others
Listening, Monitoring, Analysis, Engagement, Influencer Identification, Segment
Profiles
All
Areas:
Languages:
Management:
Contact:
Offices:
Email:
Stephanie Newby, CEO
Gary King, Chief Scientist and Co-Founder
Chris Bingham, Chief Technology Officer and EVP Engineering
Crimson Hexagon, 155 Seaport Boulevard, Third Floor, Boston, MA 02210
Telephone: 617-547-1072; Fax: 617-547-1017
Americas: Boston (MA/US)
Europe: London (United Kingdom)
For General Inquiries: [email protected]
Direct Email: John Donnelly III, SVP of Global Sales and Marketing, email:
[email protected]
Product Overview
Crimson Hexagon is a leading social media analytics platform, specialized in social media monitoring and analysis for global
brands, agencies, and media firms. Crimson Hexagon’s ForSight™ platform offers a suite of technologies, algorithms,
metrics, and data visualizations to empower companies to gain actionable insights into consumer opinions of their brand,
products, industry, competitors or specific topic by tapping into online conversations and audience and consumer interest
profiles across the social web.
Crimson Hexagon is powered by technology that originated with Harvard University Professor and Crimson Hexagon CoFounder, Dr. Gary King. Its technology analyzes the entire social web by identifying statistical patterns in the words used
to express opinions on different topics. It goes well beyond simple keyword counting and weak sentiment indicators. By
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applying game-changing statistical analysis to quantify actual opinions, it distils the meaning of online conversations in a
context the user defines. It goes beyond simply measuring positive versus negative posts, but instead delivers a clear
understanding of the nature of the online conversation, the key themes, their relative size, and how they change over
time. Competitive technologies, by contrast, simply count the number of mentions of different keywords or infer generic
positive or negative sentiment from pre-defined dictionaries.
Global brands and agencies use Crimson Hexagon to support, track and analyze a variety of business initiatives including
brand positioning assessment, pre and post campaign tracking, consumer satisfaction assessment, price/value
correlation, new product guidance, competitive positioning, crisis management and others.
Industry Focus:
Crimson Hexagon caters to clients across all industry segments
Marketing & Communication: Campaign Monitoring, Brand Positioning; Market Research: Consumer Satisfaction,
Price/Value correlation, Consumer Insights, Competitive Positioning; Content Creation; Brand Reputation: Online
Reputation, Early warning – Crisis Management; Product Development: e.g., New Product Guidance, and others
Software Hosted, Agency, Research/Consulting
 SaaS application: accessed via any leading web browser
 Near Real Time Monitoring: data latency ranges from minutes to 1-2 days, depending on the content source
 Customized and Intuitive Dashboards: provides a command centre for vital aspects of campaign and
conversation monitoring
 Technology: patented technology developed at Harvard University’s Institute for Quantitative Social Science
(IQSS), which analyses social data by identifying statistical patterns in the words used to express opinions on
different topics. The BrightView algorithm goes beyond simply measuring positive versus negative and delivers
a clear understanding of the nature of the online conversations (the drivers of sentiment, key themes and topics,
relative size and how they change over time) with 92% correlation to human-derived results. Crimson Hexagon’s
patented BrightView analysis algorithm is language agnostic and can perform social media analysis equally well
in any language.
 Charts and Graphs: dynamically generated charts and flexible visualizations allowing users to select which data
to see in 7 different views; Chart display options include: calculations (e.g., volume, proportion), chart view (e.g.,
auto, day, week, month), chart type (e.g., line, area, bar). It displays and exports analysis results to image or Excel
files;
 Extensive Media Coverage: Collecting and indexing the full Twitter Firehose, public Facebook posts, YouTube,
Instagram, Google+, blogs, forums, online news sites and others
 Filtering for spam: Automatic spam filters and user-defined off-topic categorization of spam or irrelevant posts
 ForSight’s Live Stream: displays social media in real time through the streaming post list, live map, and hourly
volume chart for the past 24 hours. The post list streams posts and Tweets gathered by keywords, along with the
Klout score of the author. The geographic map shows the geographic origins of posts and the relative influence
of the posts’ authors, indicating where conversation about company’s product service, or brand is happening
right now.
 ForSight Opinion: allows customers to drill deeper into relevant opinions according to their specific use case and
by lets them define specific categories for exploration
 Data Filtering: filtering of results by media type/source, geography (geo-tagging), keyword, date, and others;
category grouping allows users to roll-up related clusters of opinions for powerful summary views of data
 Data Sorting: sorting of mentions by date, relevancy, categories, gender, location, and more
 Key Metrics: volume of mentions, volume of relevant mentions, reach, influence, sentiment, share of voice, and
others. Twitter statistics include top hashtags, Tweets/comments, top Retweets, follower counts, and handle
mentions surrounding a brand, product or event, influence (Klout score, and others).
 Trend Analysis: automated trend detection understands spikes and dips in topics and how the discussion is
trending over time
 Historical Data: access to more than 6 years of data (from July 2008)
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Automated and Human Sentiment Analysis: tracking positive /negative /neutral sentiments on topics, including
sentiment trending data, and uncovering exact themes, opinions, and drivers of sentiment inside the social
media conversations. Crimson Hexagon’s human-trained statistical algorithm gives users the benefits of
computer scale with the ability to judge nuance and context and provide human intelligence to the algorithm.
Influencer Profiling and Analysis: key influencer identification and scoring to identify the most prominent
authors related to the topics and themes measured. Measures include: number of tweets/comments, followers,
following, influence (Klout score) and impressions.
Topic/Theme Analysis: provides analysis of key themes, their relative size, how they change over time; tool uses
example-based statistical classification to automatically measure how much of the social media conversation is
relevant to each given theme. Crimson Hexagon’s interactive visualizations offer views of frequent terms and
prevalent themes in social conversation by showing groups of related posts, based on the themes and topics of
conversations, allowing filtering by sentiment, category, gender, and more to drill down further into one theme
or topic of the online conversations.
Cluster Analysis: showing the most common words, but also connections between words that are commonly
used together; In addition, Crimson Hexagon’s Topic Waves leverages topic clustering technology to identify
clusters of topics increasing or decreasing in a conversation enabling marketers to automatically monitor topics
and themes of social media conversations related to events or campaigns and to discover new topics as they
emerge.
Competitive Analysis: platform can conduct competitive analysis comparing the results of different social media
monitors. For instance, with Forsight’s Affinities, users can uncover the interests and passions of their
consumers, and discover how the affinities of consumes compares with their competitors.
Campaign Monitoring: offers pre- and post-campaign tracking and measures the effectiveness of marketing
campaigns
Engagement Function: allows users to engage directly from the Crimson Hexagon platform and through an
integration with Hootsuite
Reporting: Crimson Hexagon offers Workspaces to allow users to curate results from multiple ForSight analyses
and queries in one command center dashboard, and enabling the creation of dynamic, easily exportable reports
with visualizations that provide quick and convenient access to insights across topics and campaigns.
Alerts: standard keyword and customizable threshold email alerts triggered by events on social media, such as
sudden changes in volume of posts on a topic
Data Export: in Microsoft Excel (.xls), PowerPoint (.ppt), raw data, API, high-quality images, and others
Data Archiving: Crimson Hexagon’s historical data library enables marketers to track how the landscape of online
audience changes over time and in response to campaigns. Crimson Hexagon clients can instantly access present
and historical trend data with social media topic modelling capabilities that go back to 2008.
Workflow Management: enable users to reset results, schedule events, share the information, set up alerts, etc.
Improved content submission API: enables easier analysis of private or non-social media data.
Partnerships:
HootSuite, BrainPad, United Nations Global Pulse Initiative
Clients:
Microsoft, Paramount Pictures, Starbucks, Simon & Schuster, Twitter, USAID, Harmony Institute, Droga 5, CP+B, HUGE,
We Are Social and others
Pricing:
Crimson Hexagon offers two pricing models based on the type of business (i.e. agency versus brands), as follows: (1) SaaSbased pricing for brands with incremental costs for number and type of monitors; (2) Pay-per-use pricing for agencies
based on the number and type of monitors with annual minimums. The company offers unlimited users, unlimited data
history and also offers professional services where desired. For additional pricing information
contact [email protected].
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Screen Capture 1: Crimson Hexagon ForSight™ Dashboard – Opinion Analysis Summary View
(Total Volume, Trends, Sentiment Analysis, Share of Volume by Media Source)
Screen Capture 2: Crimson Hexagon ForSight™ Dashboard
– Cluster Analysis
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– Author Interests Analysis
– Author Analysis – Geography and Gender
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– Trending topics, hashtags, links, and media by interest segment
-
Screen Capture 6: Crimson Hexagon ForSight™
Templates for Owned and Earned Media Analysis
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Languages:
Its algorithms are language-independent. User can train the system in a specific language and it performs with any data
set regardless of the source of language. However, if the user has trained a monitor in German it will not find mentions
in English.
Worldwide
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Cyveillance Brand Intelligence™ and Social Media Watch™
Company Name:
HQs/Country:
Website:
Company Type:
Cyveillance (acquired by QinetiQ in 2009)
United States
http://www.cyveillance.com/
Private
51-200
Areas:
Languages:
2009
Boards, Micro-blogs, Blogs, Forums, Social Networking Sites, Online News
Monitoring, Analysis, Protection, Engagement
Any
Management:
Scott Kaine, President,
John Wilson, Executive Vice President
Eric Olson, VP of Product Strategy
Tempy Wright, VP of Marketing and Communications
Contact:
Cyveillance, Inc., 11091 Sunset Hills Road Suite 210, Reston, Virginia 20190;
Tel.: 703.351.1000
Americas: Reston (VA)
Europe: London (United Kingdom)
Tempy Wright, VP, Marketing and Communications; email: [email protected]
Offices:
Email:
Product Overview
Cyveillance, one of the world leaders in cyber intelligence, provides continuous web monitoring and comprehensive
intelligence analysis to identify and reduce threats facing individuals, brands, information, infrastructure, and enables its
customers to preserve their reputation and protection. Cyveillance has two services related to social media monitoring,
Brand Intelligence™ and Social Media Watch™.
Brand Intelligence™ offers a comprehensive, real-time social media monitoring and intelligence related to company’s
brands, products and services. The service focuses on locating and delivering commentary and information related to
specific brands, marketing campaigns, products, services, quality and price, thus providing a comprehensive and
consolidated, real time view of organization’s online security status.
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The services combines automated data collection with human analysis provided by Cyveillance Intelligence analysts to
assess urgency, trends, and patterns of potential incidents including sentiments impacting the brands and company
reputation and enables brand owners to quickly react to individual and community opinions through an easy to use
Cyveillance's dashboard and collaborative workflows. Intelligence analysts provide in-depth reviews, regular health
evaluations, thorough ROI assessments and other services to minimize company online risks.
Many organizations use Cyveillance for complete cyber intelligence services
including thorough investigations, physical security, and other services to
eliminate specific threats. Cyveillance offers a wide range of enterprise online
threat monitoring solutions including: Protection from malware, phishing,
sensitive information loss (Anti-Phishing, Information Protection, Test Integrity),
Cyber and physical threat protection for executives, employees and business
operations (Corporate Security, Corporate Compliance), Online Reputation and
Protections solutions (Brand Protection, Brand Intelligence, Partner Compliance),
and Fight fraud and unauthorized product distribution (Distribution Control, Fraud
Protection).
In 2014, Cyveillance launched a new service, Social Media Watch, specifically
designed to meet the needs of smaller organizations that need a single tool to
identify risks and online threats, meet compliance requirements, and keep abreast
of global security tends across industry. The services include Monitoring, Vetted Alerting, Incident Investigation Reports
and Global Intelligence.
Industry Focus:
Financial Services, Energy, Retail, Technology, Pharmaceutical, Travel and Hospitality, and Insurance
Information and Physical Security, Marketing and Market Research (Brand Intelligence), Corporate Communication (e.g.,
Brand Online Reputation, Crises Management), Legal (Corporate Governance, Risk Management), Risk & Compliance,
Human Resources, Politics/Policy, Security, Risk & Compliance
Type of Product and Services:
Web-based Platform, Mobile, Consulting (subject matter experts providing highly relevant, actionable brand intelligence)
 Near Real Time Monitoring 24x7,
 Data Latency: varies depending on the source – it can be anywhere from a minute to few hours,
 Dashboard: the tool currently offers easy to use dashboard that monitors items brought into the system and
saved by the users,
 Technology: comprehensive, scalable technology that locates brand intelligence issues not discoverable through
manual searching or competitors’ technologies,
 Extensive Media Coverage: Boards, Micro-blogs (e.g., Twitter), Blogs, Forums, Video and Photo sharing sites
(e.g., YouTube, Instagram, Flickr), Social Networking Sites (Facebook, Google+), Online news, Web,
 Filtering for Duplicates: clients can tag, filter, sort based on pre-configured filters and tags; results are deduplicated, although spam posts are not filtered out. The tool does not offer filtering of results by geography,
but Cyveillance offers Global Intelligence Reports, which include coverage of indications and warning for
potential threats around the world,
 High-level analysis of identified issues,
 Data Filtering: filtering of results by media types - types of sites where products /services/brands are being
discussed,
 Key Metrics: volume of target mention (client specific mention), reviewed incidents, volume of incidents, share
of voice (incidents) by media source, incidents by type (e.g., information protection, corporate security, brand
protection, information security, executive security and others),
 Trend Analysis: volume of mentions over time, incident volume trends, sentiment trending,
 Historical Data: the data pulled in corresponding to user’s keywords and terms are kept for 30 days. Data saved
or delivered is saved for the life of the contract with the client,
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Automated and Human Sentiment Analysis: provides understanding of the public sentiment, positive, negative,
and neutral commentary impacting the brands and reputation of an organization,
Influencer Analysis and Profiling: identification of key opinions leaders,
Topic Analysis: identification of key topics and issues,
Campaign Monitoring and Measurement: monitors the acceptance or adoption of online initiatives and
campaigns.
Screen Capture 1: Cyveillance Dashboard
– Key Metrics
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Data Alerts: the tool offers alerts based on a saved search that can be as simple or complex depending on user’s
requirements. They are delivered via email directly to the user’s inbox when new items that match user queries
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are pulled in. Alerts are not based on sentiment or volume but rather on customer-identified issue such as
impending threats and corrective responses.
Data Export: metrics corresponding to the amount of data brought into the tool and saved by the user can be
exported in either a JSON format or by saving the graph associated with saved data in one of the image file
formats,
Reporting: brand intelligence delivered on a daily basis to provide near real-time critical information,
Engagement Function: allows users to directly engage via Cyveillance platform,
Data Archiving: houses all clients’ findings, data and reports and maintains a rolling index of all the social and
web content it collects, so user can easily search through the data,
Workflow Management: offers support for multiple user accounts and collaborative workflow functionality
enabling cross-functional teams to efficiently track and manage brand reputation,
API Integration: companies can contact Cyveillance directly to discuss their needs regarding integration with
third-party applications,
Client Support: telephone and email technical support provided by Cyveillance's staff.
Clients:
Majority of Fortune Global 200 companies and about half of the Fortune 50 companies including AOL, Constellation
Energy, Microsoft, NAFCU Services, Russell, and others.
Pricing:
Pricing for social media monitoring services is available for organizations of all sizes and starts at $12,000 a year.
Languages:
Cyveillance technology is language agnostic and detects threats in any language. Its analysts offer analysis in 20+
languages including: English, Cantonese, French, German, Italian, Japanese, Korean, Malay, Mandarin, Russian, Spanish,
Thai, Turkish, Ukrainian, Uyghur, and Vietnamese.
Geographical Coverage:
North America, Europe
_______________________________________________________________________________________________
Digimind Social
Company Name:
Company Type:
HQs/Country:
Website:
Digimind S.A.
Private
100+
France
www.digimind.com
2013
News, blogs, microblogs (Twitter, Sina Weibo), forums, search engines, social
networks (e.g., Facebook pages, LinkedIn groups, Google+, Instagram, Pinterest) ,
news aggregators, databases, video sharing sites (e.g., YouTube), photo sharing sites
(e.g., Flickr), discussion boards, RSS feeds, TripAdvisor reviews, personalized sources
at client request
Listening, Engagement, Analysis, Reporting, ROI Measurement, Top Reputation,
Analytics
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Areas:
Languages:
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Management:
Contact:
Offices:
Email:
Ideya Ltd
Paul Vivant, Co-Founder
Patrice Francois, Co-Founder
Yann Guilain, Chief Customer Officer
Chris Hote, CEO (US)
Mohammed el Haddar, CTO
Digimind S.A. (France HQ): 6, Place Robert Schuman38000 Grenoble, France
Tel: +33 (0)4 76 70 13 78
Digimind Inc. (US), 186 Alewife Brook Parkway, Suite 303, Cambridge, MA 02138,
USA; Tel: +33 (0)1 53 34 08 08
Americas: Cambridge (MA);
Europe: Paris (France), Grenoble (France); Reading (UK);
Middle East/Africa: Rabat (Morocco);
Asia Pacific: Singapore
General Email: [email protected]; [email protected];
Direct Email: Bonnie Scott Bailly, Marketing Director, email:
[email protected]
Product Overview
Digimind Social is a comprehensive custom built social media monitoring and analytics software for the real time discovery
and analysis of online presence, reach, trends and influence, helping companies understand their online presence,
competitive standing, and efficiently engage and manage their online reputation.
Digimind Social is specifically designed for marketing and communication professionals to help them analyze and
benchmark their marketing campaigns, brands, competitors or influencers and create custom tags to measure consumer
sentiment and analyze data points. The software offers overview of key metrics, trends, key concepts, sentiments and
calculates influence score for Tweets, blogs, articles, videos and other social media posts using a number of suitable
metrics and bespoke algorithms. Its proprietary Top Reputation Module monitors in real time what customers want to
know about the brands, products, people, competitors, or any subjects of interest, enabling companies to foresee
impending crises and accelerate positive perception of their brand. Digimind’s Top Search tool, for example, monitors
global Google search terms surrounding company’s brand and offers the top searched suggestions, which modify what
people look for and ultimately find and indicate how company’s online reputation is changing over time before and after
your crisis response.
Industry Focus:
Digimind offers customized solutions to meet the specific requirements of every company and industry, for example:
Pharmaceutical, Consumer Goods, Energy/Manufacturing, Banking/Insurance/Financial Services, Telecom, High-Tech,
and Retail.
Marketing and Communication (Corporate Reputation, Crisis Management, Campaign Monitoring), Market Research
(e.g., Market Trends, Competitive Analysis, Customer Insights, M&A), Social Media Monitoring, Community Management.
Software Hosted (Digimind’s web based Platform automates all repetitive intelligence activities from data collection to
information management, analysis and sharing) Mobile version (smartphones or tablets), Agency/White Label,
Consulting (Training and analysis services), REST API for developers.
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SaaS (Software as a Service)
Real Time Monitoring,
Customizable Dashboards,
Data Latency: up to a few minutes
Technology: natural language processing, text mining technologies including automatic categorization, clustering,
summarizing, large scale data management; massive capacity of more than 4 million results per day, automatic
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recognition of language selection; Its semantic technology and Digimind’s semantic thesaurus allows users to
automatically find similar mentions and then apply the bulk actions to manage them in single click (e.g. delete
multiple posts with same metrics, assign multiple posts to a team member, etc.).
Extensive Media Coverage: Extensive coverage analyzing unlimited data sources including social networks (e.g.,
Facebook pages, LinkedIn groups, Google+), microblogs (e.g., Twitter profiles and lists, Sina Weibo, blogs, video and
photo sharing sites (e.g., YouTube, Flickr, Pinterest, Instagram), forums, discussion boards, more than 500,000 news
sources, RSS feeds, and others allowing users to add their own web-sources at no additional cost. Digimind allows
tracking of hard-to-monitor Web sources, including the invisible Web, dynamic URL names, and online databases
with or without authentication. Users can easily set-up new intelligence projects in minutes.
Filtering for spam,
Data Filtering: filtering of results by keyword/topic, media type/sources, date, and others,
Data Tagging: allows users to tag posts for further analysis, or to save tagged posts, assign them to a colleague or
export them to a report.
Built-In, User-Defined Real-Time Graphs and Charts including line charts, pie charts, bar charts and others,
Key Metrics: extensive range of metrics including volume of mentions, trends, sentiment, ranking (high, medium,
low), mentions per rank, influence score, number of followers, number of visitors, reach and others,
Trend Analysis: monitors changes to any online source.
Historical Data: up to 12 months of historical data can be analyzed at a time.
Influencer Analysis and Profiling: Digimind Social empowers users to identify the top-ranking individual and
outlet/source influencers based on activity, numbers of mentions and social media followers. Its artificial intelligence
engine calculates an influence score for every tweet, blog post, article, video, etc., based on number of followers,
mentions, visitors and reach,
Automated and Human Sentiment Analysis: automatically assigns positive, negative and neutral sentiment to each
post; Digimind Social’s Rules System also allows users to customize sentiment analysis for 100% accuracy. Users can
create rules that will automatically tag mentions containing certain keywords or phrases with a particular sentiment
ensuring that all mentions containing user criteria are automatically marked by the correct sentiment.
Topic Analysis and Word/Tag Cloud: clustering techniques (word clouds) to discover the words and phrases most
frequently associated with company's brand or keyword, including discovery of emerging players.
Top Reputation Module: monitors in real time what people “think” when searching for a specific brand, products,
people and competitors and what they “actually” see when searching on the web, the trending, enabling companies
to foresee impending crises and accelerate positive perceptions of the brand. Top Reputation comprises online
reputation management, top search concepts, top research results and top domains.
Competitive Analysis: analyzes and benchmarks marketing campaigns, brands, people, and competitors.
Competitors are compared by volume of mentions, trend, sentiment, ranking, influence or any user generated tag.
Users can instantly drill down to see what is behind each data point for in-depth insights.
Campaign Monitoring and Measurement: monitors and measures the reach and ROI of multiple marketing
campaigns (e.g., volume of mentions surrounding campaign, reach), allowing users to see which campaigns are
working, which aren’t, and why, in order to create more targeted and effective messages.
Engagement Function: allows users to directly engage and interact on social networking sites from within the
Digimind Social platform,
Reporting: empowers users to generate reports in a variety of pre-designed templates or in their own customized
version. Reports are available on a daily, weekly, monthly and annual bases.
Alerts: standard keyword and threshold alerts delivered via email when mentions of a certain sentiment or threshold
are reached. Digimind Social’s custom-alerts function allows users to set 15 different filters which alert to any outof-the-ordinary occurrences. Users can also set exact time they would like their automated email alerts to be sent to
certain people.
Data Archiving: allowing users to store their data and searches that can be used later with new real-time data,
Data Export: in Microsoft Excel, Word, and Adobe pdf formats
API Integration: seamless integration with third party client applications and systems including CRM and automation
tools like Salesforce, Microsoft Dynamics, Silverpop, HubSpot, Netsuite, Mail Chimp, Exact Target, Sharepoint,
Marketo, Zendesk, Jive, and others. Digimind API also allows users to create custom visualizations and graphs to
match their client’s corporate style, customize and internal presentations.
Digimind Mobile Applications: alerts via smart phones or tablets; validation of alerts, forwarding function, adding
information to folders, and more,
Workflow Management: supports multiple users and offers admin and collaborative tools, facilitating internal
engagement,
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Technical Support: provided by Digimind experts. Clients can participate in Digimind User Clubs, access the e-learning
center, and outsource management of their online reputation to Digimind.
Screen Capture 1: Digimind Social Dashboard
- Listening Tab With The 5Ws Analysis (e.g., Key Concepts)
Screen Capture 2: Digimind Social Dashboard - Mention Feed with Actions for Analysts and Community Managers
(e.g., Reply To Mention, Assign Task, Translate, etc.)
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Screen Capture 3: Digimind Social Dashboard Top Reputation Tab
Top Search Phrases Suggested by the Search Engines
Screen Capture 4: Digimind Social
- Personalized Dashboard Displaying Key Metrics, Sentiment Analysis and Key Influencers
Clients:
Digimind’s diverse client base ranges from mid-size organizations to large blue chip companies and public bodies, around
the world and across industries. Its specialized software solutions help its customers gain real competitive advantage and
achieve their business objectives. Here is a partial list of Digimind's clients: Akamai, Alstom, Atos, Barclays, Bayer,
Bloomberg, BNP Paribas, BP, Delloite, EDF, GE, GlaxoSmithKline, Google, Lexus Asia, LVMH, McDonalds, Mentos, Merck,
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Microsoft, Nestle, Orange, Quintiles, Renault, Samsung, Schneider Electric, Siemens, Societe General, Zurich Insurance,
and others.
Pricing:
Pricing starts at £339/month ($499/month) and includes unlimited users, customer support, Dedicated account manager,
Monitoring module, Analysis module, Engagement Module, TOP Reputation Module, ROI Measurement Module and
Smart Reporting Module.
Languages:
Digimind Social automatically monitors and detects text, concepts, and sentiment in 61 languages including English,
Afrikaans, Albanian, Arabic (including Algerian, Moroccan, Tunisian, and Lebanese Arabic dialects), Armenian, Bengali,
Bulgarian, Chinese (Simplified and Traditional), Croatian, Czech, Danish, Dutch, Estonian, Finnish, French, Galician,
German, Greek, Gujarati, Hausa, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Kannada, Khmer, Latvian,
Lithuanian, Macedonian, Malaysian, Maltese, Marathi, Mongolian, Nepali, Norwegian, Punjabi, Persian, Portuguese,
Romanian, Russian, Serbian, Slovak, Slovenian, Somali, Spanish, Swahili, Swedish, Tagalog, Tamil, Telugu, Thai, Turkish,
Ukrainian, Urdu, Vietnamese, Yiddish, and Yoruba.
Worldwide
_______________________________________________________________________________________________
Genpact's Social Media Research and Media Monitoring
Company Name:
HQs/Country:
Website:
Company Type:
Genpact Ltd. (acquired EmPower Research LLC in 2011)
United States
http://www.genpact.com/home/solutions/analytics-research
Public
Over 65,000
Areas:
Languages:
2005
All
Listening, Monitoring, Measuring, Analysis
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Management:
NV “Tiger” Tyagarajan, President and CEO, Genpact
Gianni Giacomelli, SVP & Chief Marketing Officer
Paul Burton, SVP and Business Leader, Analytics and Research
Genpact Ltd., 1155 Avenue of the Americas, 4th Floor, New York, NY 10036 United
States; Tel: +1 212 896 6600
Americas Region: New York (NY), Baltimore (MD), Bingham Farms (MI), Chicago (IL),
Cincinnati (OH), Danbury (CT), Danville (IL), Irvine (CA), Parsippany (NJ), Reston (VA),
Richardson (TX), San Francisco (CA), Short Hills (NJ), Sunnyvale (CA), Wilkes-Barre (PA),
Guatemala City (Guatemala), Chihuahua (Mexico), Sao Paulo (Brazil) Lotes (Colombia)
EMA Region: Europe: London (UK), Brno (Czech Republic), Ostrava (Czech Republic),
Paris (France), Barcelona (Spain), Seville (Spain), Madrid (Spain), Bucharest (Romania),
Cluj—Napoca (Romania), Krakow (Poland), Szczecin (Poland), Lublin (Poland), Helsinki
Contact:
Offices:
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(Finland), Alsbach (Germany), Budapest (Hungary), AD Wormer (Netherland), Zug
(Switzerland), Belfast (UK), London (UK)
Middle East and Africa: Dubai (UAE), Johannesburg (South Africa), Rabat (Morocco)
Asia Pacific: Bangalore (India), Kolkata (India), Delhi (India), Hyberabad (India), Jaipur
(India), Gurgaon (India), Shanghai (China), Changchun (China), Hong Kong (China),
Liaoning (China), Manila (Philippines), Singapore, Tokyo (Japan), Sidney (Australia)
Direct Email: Arun Swamy, VP – Research and Media Services at Genpact, email:
[email protected]
Product Overview
Genpact Limited (NYSE: G) is a global leader in designing, transforming and running business processes and operations,
including those that are complex and industry-specific. Its mission is to help clients become more competitive by making
their enterprises more intelligent through becoming more adaptive, innovative, globally effective and connected to their
own clients. Genpact offers three key services to help marketers and communications professionals in their strategic and
tactical decisions:
 Media Monitoring: offering 24/7 global multi-lingual monitoring across traditional, broadcast and social media
platforms to help clients gain insights and feedback about their products, services, company, competition,
industry, or any events of interest.
 Media Measurement: providing comprehensive metrics that indicate efficacy of PR, marketing, communications
programs and associated ROI
 Social Media Research: offering actionable insights into trends in different product categories, market and
opportunity assessment, positioning and segmentation, pre-and-post launch tracking and online influencers.
Genpact's Social Media Research solution, employs proprietary methodologies to help brand managers, CI professionals,
advertising, PR and digital marketing professionals and agencies to listen and analyze conversations in their ecosystem by
deriving real time insight for active stakeholder engagement. Genpact's Social Media Research combines its technological
expertise with human intelligence thus delivering insights that are superior and highly customized to meet their clients'
needs. It comprises of media monitoring and brand tracking tools including: Social Media Brand Tracker, Indices,
Corporate Equity and Reputation Tracker, Media Measurement Dashboard, Segment Profiling, and Event Impact Analysis.
It offers insights on the consumer segment profile including behavior, interests and attitude and then analyzes brands
online within a selected consumer segment focusing on awareness, perception, and consideration against competitors.
Its insights cover category landscapes, digital media strategy, influencers, and communities for marketing, consumer
segment behavior and new concept R&D.
Genpact’s Media Monitoring services is based on a source-agnostic approach and covers traditional, broadcast, and social
media, and comprises of daily media monitoring, round-the-clock monitoring, event monitoring and crisis monitoring.
Using proprietary measurement techniques, Genpact delivers insightful metrics providing global as well as region-specific
analysis. Its media measurement services include: Media analysis, Media audit, Reputation trackers and measurement
and Retrospective views of media for historical or benchmarking analysis
Industry Focus:
Experience across industry verticals - Automotive, Banking & Financial Services, Capital Markets, Chemicals, Consumer
Goods, Healthcare (Payer, Provider), High Tech, Hospitality, Industrial Manufacturing, Insurance, Life Sciences, Media &
Entertainment, Retail, Telecommunications, Transportation and Logistics
Marketing & Communications (Measure Return of Marketing Expenditure (ROME), Measure success of Advertising or PR
campaigns, Product and Brand Positioning), Market Research (Consumer Insights, Market Segmentation, Market Trends,
Competitive Intelligence), Brand Reputation Management (Brand Management, Crisis Management), Product
Development (Product Development, Research Support for Go-To-Market Strategy).
Key Product and Service Applications:
Software Hosted, Consulting (BI Reporting, Customer Experience Management, Competitive Intelligence, Forecasting
Services, Managed Market Analytics, Social Media Services, Analytics Advisory, Risk Management Multichannel Customer
Management and much more).
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Key Product Features - Social Media Brand Tracker:
 Customizable Brand Perception Dashboard: populated with data from new search results within 4 hours,
 Data Latency: 4-6 hours,
 Technology: offers content aggregation through a source-agnostic approach by using proprietary tools
(GenpactMediaInteractive) and other licensed tools for comprehensive content aggregation; It offers listening
to conversations that also takes place in closed communities, which many social media aggregation tools are not
equipped to do, as well as multilingual analysis using a hybrid approach of translation tools, combined with inhouse and an on-demand partner pool of language experts,
 Data Sorting: sorting of results by date and relevancy,
 Tagging: analyst-led tagging for themes, tonality, demographic profile, relevance, and context for insight
generation,
 Filtering for Spam,
 Data Filtering: filtering of results by geography, media type/channels, languages, consumer segments,
 Automated and Human Sentiment Analysis: helping users discover discussion tone around the brand, determine
sentiment type, and capture feedback from such sentiments,
 Influencer Profiling and Analysis: identifies key brand influencers, understands switching behaviors, loyalty, new
entrants to the category, customer profiling,
 Trend Analysis: e.g., volume over time, volume by media type over time, share of voice by media type over time,
category trends,
 Campaign Monitoring and Measurement: measures effectiveness of brand communication efforts,
 Historical data: 6 months to 1 year,
 Topic/Theme Analysis: employs proprietary 2P (Pattern and Perception) methodology for identification of topic
and sub-topics associated with a brand/category/consumer segment/event,
 Word/Tag Cloud; word cloud,
 Competitive Analysis: helping user understand consumer loyalty, favorability in comparison with competition,
and insights about drivers - both loyalty and switching behaviors.
 Alerts: alerts via email,
 Data Export: data can be exported in xls and jpeg formats,
 Data Archiving: allowing users to store their data and content in the form of newsletter,
 Workflow Management: supports multiple users accounts and offers workflow management,
 API Integration: seamless integration with third party client applications including CRM, business intelligence
systems and others.
Media Measurement Dashboard – provides an objective and holistic view of measuring PR impact through a media
dashboard that captures PR effectiveness on a weekly, monthly and annual basis.
Key Product Features - Media Measurement Dashboard:
 Customized Dashboard: providing analysis and insights 24/7,
 Measurement Services: on a monthly/quarterly on-going bases with an annualized dashboard to capture PR
effectiveness, efficacy of PR programs measured against objectives set by the client,
 Media Coverage: source agnostic coverage supported by its own technology platform, extensive coverage across
different languages (at the regional and global level),
 Data Filtering: filtering of results by publication/media channel, by geography (region),
 Metrics: e.g. volume of mentions, share of voice, prominence, sentiment, impact/efficacy score metrics,
message congruence,
 Trend Analysis: overall trends,
 Topic/Theme Analysis: identification of key themes, sentiment by theme/sub-theme,
 Automated and Human Sentiment Analysis,
 Influencer Profiling and Analysis: identify, profile, update and track online influencers, helping companies to
engage them for advocacy, marketing, message propagation, eradication of information, promotion and
influencer recruitment.
 Competitive Analysis: comprehensive social media based competitive analysis and insights covering products,
new launches, investment trends, influencers among others,
 Product-Wise Analysis: delivers product/brand insights on multiple parameters: awareness, perception,
sentiments and consideration of a product/brand,
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Alerts: rule based alerts, negativity alerts to manage emerging crisis and evolving negativity sentiment
proactively
Advanced Option Features: Message Congruence, Theme-Wise Tonality, Virality Index, Impact Score-PRISM
(Performance Rating Impact of Salience in Media), PR Goal-Related Indices (awareness, engagement, negativity),
Corporate Reputation/Brand Equity Tracker, Event Analysis;
Event Impact Analysis – Event Impact Analysis monitors impact at various stakeholder levels along with an index to
measure the event impact.
Key Product Features- Event Impact Analysis:
 Alerts,
 Key Metrics: Reach, Sentiment, Prominence, Preferences by Stakeholders, Message Penetration, Congruence,
Virality,
 All the above metrics via Comparison of pre/post event.
Clients:
Global 2000 companies
Pricing:
Pricing depends on the client requirements. The company offers monthly, quarterly and annual subscription, plus flexible
project engagements.
Languages:
Multilingual analysis using a hybrid approach of translation tools, combined with in house and on demand partner pool
of language experts. Text identification and sentiment analysis provided in over 30 languages including English, Arabic,
Bengali, French, German, Hindi, Italian, Portuguese, Russian, Spanish and others.
Worldwide
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Lexalytics Salience 5
Company Name:
HQs/Country:
Website:
Company Type:
Lexalytics
US
http://www.lexalytics.com/
Private
11-50
Introduction of the tool:
Areas:
Languages:
2004
All
Analysis
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Management:
Jeff Catlin, CEO,
Mike Marshall, CTO
Lexalytics, Inc., 48 North Pleasant St. Unit 301, Amherst, MA 01002
Tel.: 1-617-249-1049
Americas: Amherst (MA), Boston (MA)
Contact:
Offices
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Direct Mail: Jeff Catlin, CEO, email: [email protected]
Product Overview
Lexalytics is a long-standing leader in the Natural Language Processing software market. The company offers a text
analytics engine Salience that extracts metadata from any document sources and integrates as part of any text-analytics
based reporting system.
Lexalytics is an OEM vendor of text analytics and sentiment analysis technology for social media monitoring, brand
management, and voice-of customer industries. Its flagship product, Salience 5.0 is built around Lexalytics new patent
pending technology "ConceptMatrices"™, which is created based on the digestion of the user generated encyclopaedia,
Wikipedia, and enables understanding of the complex relationships between words and meanings.
Salience is a multi-lingual text analysis engine that is currently integrated into systems for business intelligence, social
media monitoring, reputation management, automated trading, survey analysis, customer satisfaction, and more. It is
used by a wide range of leading social media monitoring technology providers mentioned in this report including MBlast,
Moreover, Media Vantage, Oracle, Cisco, evolve 24, Vocus, TNS Media, Thomson Reuters, Maritz and others.
In 2014, Lexalytics has acquired Semantria, whose Excel-based sentiment analysis offers an easy and affordable ways to
find the sentiments behind customer satisfactions ratings. Semantria’s text and sentiment analytics solution is powered
by Lexalytics technology and offers the same level of functionality but in app and cloud API form, while Lexalytics focuses
on on-premise solutions.
eDiscovery, Social Media Monitoring, Enterprise Search, Market Research/Market Intelligence, Customer Satisfaction,
Voice of Customer, Risk Management, and others.
Software Hosted, Consulting (Information Architecture, Content Ingestion, Search Speed, Large Scale System Design,
Open Source/Salience Implementation Planning, Accuracy Evaluations, Tuning and Configuration, Implementation
Support)
Industry Focus:
Salience has been used by companies across many different text analytics verticals: Manufacturing, Reputation
Management, Public/Analyst Relations, Publishing, Market Intelligence, Financial Services, Pharma, Search, Content
Marketing, eDiscovery, and Voice of Customer
Key Product Features - Salience 5:
 Real Time Monitoring,
 Data Latency: from few seconds for tweets, blog/news article and up to 5 minutes for large secondary research
reports,
 Highly customizable: easy to set up, and easy to integrate with other applications and systems; Powers many
social media monitoring; Handles text documents as well as, RSS Feeds, URLs/HTML. Automatically extracts
companies and brands and understands the sentiments, as well as important subjects and their pertinent
attributes;
 It can be used for reporting, enhancing search or discovery operations. Text analytics capabilities include:
 Entities (people, companies, places, products, email and dates),
 Entity relationship (recognizing people and their job titles, people and their companies, and other
relationship based entities),
 Document summarization (automatically generates abstracts from relevant information in document
sources),
 Sentiment (for full document, paragraph, summaries, and entities),
 Themes (explore the context of the conversation), quotes, etc.
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Provides messaging/positioning/market segmentation: thematic analysis to understand the words that people
are naturally using to convey their view of the market, understands messaging needs to change market
perceptions and rigorously measures the outcomes,
Competitive Analysis: benchmark company’s activities with those of competing products and brands,
Secondary Research: combines multiple research reports to obtain summaries and results by different
companies, people, and brands.
Automated Sentiment Analysis: with improved sentiment scoring via the understanding of subjective vs.
objective phrasing; Sentiment applies to many different Salience outputs including entities, themes, documents,
query topics, and facets.
Trend Analysis including volume of posts and sentiment trends,
Awareness/preference/purchase/advocate analysis,
Brand Equity and Image Analysis: understanding of interrelationships between the themes/concepts,
competitors, products and sentiment
API integration with other applications: companies can integrate Salience into their text analytics system as it
provides an extensive toolset for customization and software wrappers that cover all key programming languages
and software architectures such as C, Java, Python, PHP, Ruby, C#.
Clients:
A range of Fortune 500 companies (e.g., Cisco, HP, Microsoft, Oracle, Salesforce). There are three core audiences for
Salience: (1) larger enterprises with specific "point" text analytics problems they need to address, (2) companies that are
providing vertical-specific (i.e. hospitality, manufacturing) media and reputation management services, and (3) companies
that want to add value to the content they are distributing. Lexalytics customers include enterprise search companies,
social media firms, market research companies, and financial services companies.
Some of their key clients include: Angoss, appen, bazaarvoice:, Bitly, Carlson, Cisco, Clara, Critical Mention, Coveo,
Datasift, evolve 24, First Coverage, HP, Ikanow, IPG Interpublic Group, Maritz, Media Vantage, MBlast, Millward Brown,
Microsoft, Micro Strategy, Moreover, Oracle, ProSearch, ProQuest, S2T, SmartBrief, Sherpa LLC, TCG, TNS Media,
Thomson Reuters, Visible, Vocus, and others.
Screen Capture 1: Lexalytics Salience 5 – Sample Dataset
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Screen Capture 2: Lexalytics Salience 5 Discovery Module
- Themes and Entities Sentiment Breakdown
Screen Capture 3: Lexalytics Salience 5 Discovery Module
Categories and Queries Breakdown
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Pricing:
Annual Subscription $50,000 to $100,000
Languages:
Text and Sentiment Analysis available in 9 languages including English, French, German, Chinese (Mandarin), Italian,
Korean, Japanese, Spanish, and Portuguese
Worldwide
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Social Figures / BrandCare
Company Name:
Company Type:
HQs/Country:
Website:
Social Figures
Private
1-10
Australia
http://www.socialfigures.com
2010
Major Social Networking Sites (e.g., Facebook, Google+, Orkut), Microblogs (e.g.,
Twitter), Blogs, Video and Photo Sharing Sites (e.g., YouTube, Instagram), Forums, RSS
Feeds, and others
Monitoring, Analysis, Engagement, Reporting
12+
Areas:
Languages:
Management:
Contact:
Offices:
Email:
Thiago Contri, Founder, Head of Business Development
Ricardo Lamas, Founder, CTO
Social Figures, 306 / 414 Gardeners Rd. Rosebery, New South Wales 2018, Australia
Asia Pacific: New South Wales (Australia)
Americas: Sao Paulo (Brazil)
Product Overview
Social Figures is a technology company offering the social media monitoring platform for marketing, communications,
sales and customer care professionals. Its flagship product BrandCare empowers users to promptly and efficiently
monitor, analyze and engage with their audience across the social web. It is ideal for companies and agencies that need
to understand and manage the reputation of their brands or to gain actionable insights to support their marketing and
communication strategies.
BrandCare employs complex linguistic, statistical and neural network algorithms to distill social data from multiple social
media sites into relevant, actionable business insights that can be used to inform strategic business decisions. BrandCare
gives users high flexibility to filter data streams and refine searches by using keywords, as well as media channels, tags,
threads, tone, language and gender to cut through unrelated search results and improve relevancy of data and analysis.
It enables users to quickly gain access to valuable meaning behind their social traffic such as demographics, geo-location
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information, topic categorizations, influence, sentiment, competitors, and much more. It offers extensive reporting and
standard keyword alerts for crisis management and enable users to reply and engage with their audience in real time.
Industry Focus:
Social Figures caters clients from across all industry sectors
Marketing & Communications, Market Research (e.g., Customer Insights, Competitive Analysis), Sales, Customer Care
Software Hosted, Mobile, Agency, Consulting (Training and Analysis)
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SaaS (Software as a Service),
Real Time Monitoring,
Data Latency: up to a few minutes depending on the source,
Customizable Dashboards,
Technology: leverages a complex linguistic, statistical and neural network algorithm that distill data into business
intelligence,
Extensive Media Coverage: major social networking sites (e.g., Facebook, Google+, Orkut), microblogs (e.g., Twitter),
blogs, video and photo sharing sites (YouTubes, Instagram), forums, RSS feeds, News, and others,
Data Visualizations: extensive range of graphs and charts including line chart, pie chart, bar chart and custom data,
Data Filtering: filtering of results by keyword/topic, media sources, geography (e.g., country), language, gender
(male, female, neutral, company), and others,
SNA (Social Network Analysis): find clusters and export social networks to generate graphs on Gephi,
Geo-Location: advanced resources for geo-localization (e.g., volume by region),
Data Tagging: enables users to easily create tags by category and tag name for further filtering,
Key Metrics: extensive range of metrics including volume of mentions, volume growth, number of records, retweets,
and page comments, share of voice, impressions, engagement, reach, influence score (Klout), sentiment, volume of
mentions by domain, and others,
Trend Analysis: key metrics over time (volume of mentions over time, average per hour, etc.),
Historical Data: one month of historical data,
Automated and Human Sentiment Analysis: measurement of sentiment including total count and percentage share
of positive, negative, neutral posts, and hybrid. Users can also manually assign sentiment through sentiment tagging,
Topic Analysis: identification of key topics and brand’s attributes,
Word/Tag Cloud: e.g., Twitter Keyword Cloud,
Influencer Analysis and Profiling: identification of key influencers (advocates and detractors), influence Klout score,
and detailed profiling including influencer name, number of posts, number of followers, sentiment of their posts,
location, gender, Klout Score, list of posts and other data,
Competitive Analysis: monitoring competitors performance,
Campaign Monitoring and Measuring: measure the performance of marketing campaigns through volume and reach,
Engagement Function: enables users to engage directly from within BrandCare platform through their response
system for Twitter and Facebook,
Data Export: ability to export data and graphs into various formats include jpeg, png, pdf or svc format,
Data Alerts: standard keywords based alerts for crisis management,
Reporting: a wide range of reports including Brand Awareness, Benchmarking, Influencers, Audit, Public
Segmentation, Crisis Management, Elections and Politics, and ad hoc reports specifically designed according to client
requirements.
Data Archiving: allows archiving of user’s data during the entire client life cycle,
Social CRM: Social CRM is offered with BrandCare and third party integrations,
Workflow Management: supports multiple user accounts and workflow management including 4 different user
access: User, Administrators, Users and Client ( with read only access),
Mobile: software is optimized for tablet and smartphones,
API Integration: API integration with third party client systems and applications are implemented on demand,
Client Support: training, phone support, and email support.
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Screen Capture 1: BrandCare Dashboard
Including Filtering Options, Key Metrics, Trend Analysis, Geo-Map
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Mentions - Filtering and Tagging
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Profiling - Individuals
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Screen Capture 4: BrandCare Dashboard – Company Profiling
Screen Capture 5: Graph File Generated on BrandCare and Opened On Gephi
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Clients:
Major local and global brands have already used BrandCare including Carrefour, Corinthians, Citi Bank, Goodyear,
Microsoft, Motorola, Natura, S2Publicon, and others.
Pricing:
Social Figures pricing model is based on a number of companies and keywords monitored and volume of mentions. The
company currently offers the following plans:
 Starter Plan for $500/month covering 1 company, 25 keywords, 10K mentions, e-mail support and 2 users,
 Standard Plan for $1,000/month covering 2 companies, 50 keywords, 30K mentions, training, phone support, e-mail
support and 4 users
 Professional Plan for $2,000/month covering 4 companies, 100 keywords, 100K mentions, training, phone support,
e-mail support and 10 users
 Enterprise for $4,500/month covering 6 companies, 200 keywords, 300K mentions, training, phone support, e-mail
support and unlimited number of users.
Languages:
Social Figures detects text and sentiment in more than 12 languages including English, Portuguese, Spanish, French, Dutch,
German, Greek, Russian, Indonesian, Italian, Turkish, and Vietnamese.
Worldwide
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VICO
Company Name:
Company Type:
HQs/Country:
Website:
VICO Research & Consulting GmbH
Private
35
Germany
www.vico-research.com
2005
Forums, social networks, video portals, TV (continuous integration), Twitter, Blogs,
News, Webdata, websites, web KPIs, Wikipedia, Open Linked Data, Socio-Economic
Statistics, Q & A portals, review sites, shops, market data, commercial register
Web, News and Social Media Listening, Engagement, Big Data Intelligence, Market
Intelligence
40+
Areas:
Languages:
Management:
Contact:
Offices:
Email:
Marc Trömel, Managing Director
VICO Research & Consulting GmbH, Friedrich-List-Straße 46, 70771 LeinfeldenEchterdingen, Germany, Tel.: +49 (0)7117878290
Europe: Echterdingen (Germany)
Product Overview
Since its founding in 2005, VICO (Virtual Community) has been specializing in providing customized Web Intelligence
Solutions for Social Media Monitoring. In September 2014, VICO Research has launched a substantially updated version
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of its VICO monitoring tool, offering many new and unique features including the most comprehensive query expansion
on the market. In addition to a complex query structure, VICO is the only provider in the market to use macros for a more
efficient use and management of query blocks.
The VICO solution is oriented strictly to the applicable German data protection law and telecommunications law. It
provides a complex role and permission system, so global media monitoring solutions can be specifically controlled and
made available. With the new release of the VICO software each customer starts with proven analysis views, but any time
views can be freely combined based on individual users or groups. The solution currently offers the most flexible options
on the market. In addition, the new dashboard provides all exports in Microsoft native formats and can be efficiently used
further in the MS Office Suite.
VICO’s "Bring your own data" feature allows integration with any customer data sources. The VICO solution is technically
designed to allow seamless integration with any new data containers. In addition to further linguistic extension and the
availability of dashboards in different translations, VICO integrates non-social data such as TV and print data via additional
partners.
VICO has extensive experience in supporting international B2C companies in business decision making process and specific
applications of social media concepts. Focusing on Web Intelligence, VICO has been offering products and services to
various industries and helped companies stay competitive within the world of the social web. To meet its customer’s
increasing demand, VICO Research has further extended its services into Social Media Research and Social Media
Marketing.
Web Intelligence, Customer Intelligence, Market Intelligence, Risk Management, Early Warning, Controlling, Community
Management, Customer Relationship Management, Competition Monitoring, Campaign Tracking, Quality Management,
Cross-Media Monitoring
Software-as-a-Service, Mobile, Marketing, Consulting & Research
Industry Focus:
VICO Research caters to companies across all industry segments
 Near Real Time Monitoring
 Technology: Natural Language Processing (NLP), Address Extraction, Named Entity Recognition und
Disambiguation (NER), Relationship Extraction, Machine Learning, Topic Detection, Data Linkage, Massive
Parallel Data Processing, Language Detection
 Extensive Media Coverage: forums, blogs, online news, Twitter, YouTube, Google+, Facebook, Xing, review sites,
Question & Answer portals, online shops, mails, TV, radio, print, but also customer-specific data sources and the
Web
 Search: supports multiple keyword searches; complex search capabilities with wildcards, proximity and
especially with macros for reusing common keywords; the most comprehensive query expansion on the market
 Charts and Visualizations: flexible dashboards with configurable charts with drill down filtering; more than 5.000
possibilities of visualization on a set of data in any data dimensions and sizes
 Filtering for Spam: data is cleaned from doublets; sources with irrelevant content can also be excluded by the
user
 Data Filtering: a total of nearly 50 filter dimensions: filtering of data by date (time period), media type/sources,
location, brand, product, topic, sentiment, opinion leader, countries, languages, number of likes, Alexa Rank,
etc.
 Metrics: offers standard metrics for all standard formats such as Google +, YouTube, Facebook, Twitter, forums,
etc.; moreover, the tool displays intensive metadata and KPIs from own channels (Facebook Insights, etc.)
 Geo-mapping: the world map showing the countries with the most published posts; the geomap is also available
for sentiment; a heat map and location mark for individual posts will be implemented in 2014.
 Sentiment Analysis
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o Specific Sentiment: evaluation of communication sentiment showing the share of posts (positive, negative,
neutral) according to objects of investigation and filters; It is possible to show and analyze only positive or
negative posts and specific sentiment needs to be trained for each product group
o Sentiment and Sentiment Trend: sentiment of the posts are depicted in the web interface in absolute values
as well as over time (similar to communication volume)
o Automated and Human Sentiment Analysis: the company typically provides automated sentiment analysis,
but it can provide human sentiment analysis on the project base
Influencer Profiling and Analysis: identifies key opinion leaders (based on influence score, relevance, focus and
activity), influential sources and communication hot-spots
Targeting: with the assistance of VICO, companies can also identify opinion-making consumers and groups on
the Social Web, contact them, and integrate them into their communication
Word/Tag Cloud: the Tag Cloud displays word frequencies mentioned in connection with a topic, product, target
group, brand or competitor. New topics can thus be recognized quickly; Adjective Tag Cloud: this Tag Cloud
depicts word frequencies the same way as the standard Tag Cloud, but displaying only adjectives and adverbs;
Hashtag Tag Cloud: displays the most frequent hashtags or Twitter communication; all Tag Clouds can be
displayed in combination with sentiment, rising/falling topics; The entity networks and clouds are able to
identify persons, places, companies and events
Trend Analysis: e.g. volume of mentions over time (buzz trend), sentiment trend, overall reach trend, reach per
post trend, Cross Media trends
Historical Analysis: historical data are available for the majority of the data sources
Competitive Analysis: monitors client's competitors’ coverage in media to see how their client’s brands compare
against competition
Campaign Monitoring and Measurement: monitors and measures success and effectiveness of marketing
campaigns
Link Analysis: links posted within the relevant communication are extracted and grouped according to object of
investigation; a link analysis uncovers recommendation and referencing behavior of target groups
Workflow: the flexible web interface supports creation of individual dashboards for specific use cases based on
the client requirements; the tool is geared to a collaborative workflow
Semantic (keyword) Modeling: The data model is created within the text mining system, keywords for topics,
brand and products is defined and set into their semantic context; this differs from mere keyword-matching, the
keywords is recognized in all their grammatical forms and conjugations
Reporting: conducted through a fully automated, daily web interface or through a regular creation of monitoring
reports containing qualitative and quantitative data
Theme Monitor: relevant themes can be defined and semantically trained and modeled by VICO
Alerts via email or SMS: based on adjustable changes in sentiment and volume of buzz
Data Export: It is possible to export statistics and evaluations in the following native formats: Microsoft
Excel/Word/PowerPoint, PNG, PDF and CSV
Benchmarking: relevant topics, products, competitors and brands can be compared
Search Term Management: users can add and save their own search strings; further functions of the search term
management are: macros, search term hierarchy, extremely long queries, extensive query constructs with
proximity and wildcards, source sets, full tracking of all sources
Data storage/archiving:
o Data will be deleted after the defined term, differences between data sources have to be considered
o Individual data sets can be deleted at any time. Data is stored in Frankfurt (Germany) according to the
German privacy regulations
o The computing center in which all servers are hosted is located in Frankfurt
o A permalink links the original source
o Data is stored in one central database
o Data can be kept for any length based on the customer’s request
Workflow Management: supports multiple user accounts and offers workflow management with extensive
sharing and visibility concepts, simultaneous encoding of documents such as categorization and sentiment,
group management and in-tool collaboration
API Integration with third party applications: different interfaces for different levels of integration, integrate
your own files, export of whole widgets in external websites and portals, 4 different interfaces:
o Data Export API
o Statistics API
o Administrations API
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Text Analytics API
Data collection
VICO uses a huge variety of data sources and data providers. The data used reaches from social media and news to general
web data, open linked data and statistical data. This proven quality approach guarantees the highest possible quality and
coverage of data.
Clients:
Deutsche Telekom AG, Ferrero, GfK Healthcare, LG Electronics/ Germany, Unilever, Fraunhofer Institut, T-Systems
Intern., Vorwerk & Co KG, Johnson Controls, Axel Springer, and others
Pricing:
Automated monitoring and analysis start at €299 per month, customized analysis provided by VICO’s analyst at €2,000
and individual developed Social Media strategies provided by VICOs marketers at €5,000.
Screen Capture 1: VICOs Flexible Social Media Monitoring Dashboard
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Screen Capture 2: VICO Research Dashboard
– Newspaper / Relevant Posts
– Location
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– Top Users
Screen Capture 5: The System Adapts Automatically On Any Device
Languages:
40+ languages including English, Dutch, French, German, Italian, Spanish, Portuguese, Chinese, Polish, Russian, Czech,
Swedish, Arab, Japanese, Greek, Hungarian, Finnish, Danish, Norwegian, Korean, Dari, Farsi, Pushto. Additional languages
may be added easily upon request
Worldwide
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YouScan
Company Name:
HQs/Country:
Website:
Company Type:
YouScan RUS Ltd.
Russia
http://www.youscan.ru/
Private
15 +
2010
Facebook, Twitter, Instagram, VKontakte, MoyMir, Blogs, Forums, Reviews and
Community Sites, Q&A sites
Monitoring, Analysis, Engagement
2
Areas:
Languages:
Management:
Contact:
Offices:
Email:
Direct Email:
Alexey Orap, CEO
YouScan RUS Ltd., Street Pravda, d24, str. 4, Office 725, 125993 Moscow, Russia
Tel.: +7 (495) 644-3268 (Russia); Tel.: +38 (044) 206-4884 (Ukraine)
Europe: Moscow (Russia), Kiev (Ukraine)
Alexey Orap, CEO, email: [email protected]; Skype: alexeyorap
Alexander Sirach, CMO, email: [email protected]
Product Overview
YouScan is one of the leading brand monitoring companies focused on Russian and Ukraine markets. It empowers brands
to stay on top of consumer opinions and complaints posted in social media, so they can react quickly to improve their
customer satisfaction. YouScan's clients include major consumer brands such as P&G, Kraft, Nikon, LG and others, as well
as a number of Russian and international marketing agencies.
Marketing, PR, Customer Support, Sales, Market Research, Competitive Analysis
Software Hosted, Consulting
Industry Focus:
YouScan caters to businesses across all B2C industry sectors
 Real Time Monitoring,
 Customizable Dashboard,
 SaaS: Service as a Software with monthly or annual subscription,
 Extensive Media Coverage: Facebook, Twitter, Instagram, VKontakte, MoyMir, Blogs, Forums, Reviews and
Community Sites, Q&A sites,
 Drill Down Capability: to access specific comment/post,
 Data Filtering Options: filtering of results by media type/source, keyword/topic, author, date range, geography,
sentiment,
 Charts and Graphs: Interactive charts and visualizations,
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Ideya Ltd
Key Metrics: «passion» (post/unique author), total volume of mentions over time, average number of mentions
per day, maximum number of mentions, growth over specified period, share of voice, conversation dynamics,
influencers, and others,
Trend Analysis: total volume of mentions over time,
Topic/Theme Analysis: the most mentioned topics ranked by frequency,
Trending Word Cloud,
Tagging: mentions tagging for categorization - Tag cloud,
Automated and Human Sentiment Analysis: sophisticated linguistic algorithms specifically tailored to deal with
complexity of Russian language, automated and human sentiment analysis,
Influencer Profiling and Analysis: identification of the most active/influential authors, top sources and online
communities; number of posts by each influencer and number of positive and negative sentiments assigned to
their posts,
Campaign Monitoring and Measurement: monitoring the volume and sentiment for pre and post campaign
phase and presenting the data on the chart with specific timeframes markings,
Competitive Analysis and Monitoring,
Data Alerts: automated alerts delivered via email,
Data Export: data export in Microsoft Excel format .xls; graph/charts export in .png format,
Engagement Function: allows engagement via Twitter from within YouScan platform,
Data Archiving: unlimited data storage from the start of the account,
Workflow Management: support for multiple user accounts with different access rights; offers a range of admin
and collaborative tools such as task assignment, notes posting, sharing of documents and insights with other
team members, categorization of references (tags), direct answers to Twitter, and others,
API integration with third party applications: optional integration with CRM solutions (e.g. Microsoft Dynamics
CRM, Terrasoft BPMOnline, Naumen Service Desk).
Screen Capture 1: YouScan Dashboard
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Ideya Ltd
Screen Capture 2: YouScan Dashboard - Listing of Posts, Filtering Options (by Sentiment, Source, Source Type, Author,
Community), Trending Words, Tagging and Assignment Features
Clients:
Alfa Bank, Grape (WPP), Efes Beverage Group, Hewlett-Packard, SPN Communications, Action Global Communications,
Ahmad Tea London, Bayer, Dyson, Faberlik, Mondelez, Mediacom, Mindshare, M.Video, Nikon, OMD Digital, P&G, Piraeus
Bank, re:Store, Sbarro, SapientNitro, Sportmaster, Tribal DDB, Unilever, ZenithOptimedia, and many others.
Pricing:
The company currently offers 4 plans:
 Agency plan for $19,990 per year: The plan covers 50 topics and 40 users, monitoring Twitter, VC, Facebook,
MySpace, blogs, forums, unlimited number of results, filtering options, reports (reports on the activity by media
sources, reports on authors and communities, reports on key references), workflow, categorization (tags),
regular reports delivered via email, data export, engagement via Twitter, Website monitoring reviews,
monitoring groups of BK, Facebook, analyst services (billed separately), separation of access to topics, integration
with CRM, dedicated support manager;
 Corporate plan for $9,990 per year: The plan covers 25 topics and 20 users, monitoring Twitter, VC, Facebook,
sources, reports on authors/communities, reports on key references) workflow, categorization (tags), regular
reports delivered via email, data export, Website monitoring reviews, monitoring groups of BK, Facebook, analyst
services (billed separately), engagement via Twitter, separation of access to topics, integration with CRM,
dedicated manager;
 Professional plan for $3,990 per year: The plan covers 10 topics and 10 users, monitoring Twitter, VC, Facebook,
sources, reports on authors/communities, reports on key references) workflow, categorization (tags), regular
reports delivered via email, data export, engagement via Twitter, Website monitoring reviews, monitoring
groups of BK, Facebook, analyst services (billed separately);
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Ideya Ltd
Basic plan for $1,990 per year: The plan covers 5 topics and 5 users, monitoring Twitter, VC, Facebook, MySpace,
blogs, forums, unlimited number of results, reports on the sources and authors, the function of team work, data
export.
Languages:
Russian, Ukrainian
Russia, Ukraine, and Kazakhstan
_______________________________________________________________________________________________
Excerpts only - To obtain a full access to all 245 SMM Technology Profiles, please order SMM Tools and
Services Report/Part 2 or visit our publication page at http://ideya.eu.com/reports.html for more
information.
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Ideyawww.ideya.eu.com
Ltd
How To Order
Title:
Published:
Content:
Format:
Social Media Monitoring
Tools and Services 2014
October, 2014
245 Tool and Service Providers Profiles
PDF; Pages: 930, Part 1 and Part2
The report is available for purchase from Ideya
Ltd. Please send your order details via email at
[email protected].
Please indicate if you would like
 £1,290 / $1,990 – Full Report single user
PDF
 £3,450 / $5,340 – Full Report multi-user
license PDF
 £742 / $1,140 – single user PDF for
Part1: Analysis (272 pages)
 £994 / $1,530 – single user PDF for
Part2: 245 SMM Technologies and Services
Profiles (658 pages)
When you place the order, please provide us with
your billing information:
First Name: ________________________________
Last Name: ________________________________
Title: _____________________________________
Company Name: ___________________________
_________________________________________
Billing Address: ____________________________
City: _________________ Post Code: _________
Country: _________________________________
E-mail address where to send report:
_________________________________________
Telephone number: ________________________
Ideya
Ltd.
Contact: Luisa Milic, Director,
Ideya Ltd., 39 Highfield Avenue, Cambridge CB4 2AJ
Tel: +44 (0)789 1166 897; Email: [email protected];
Web: http://ideya.eu.com
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Social Media Monitoring Tools and Services - Ideya

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