Archive for the ‘Announcements’ Category

Sysomos Partners with Clarabridge to Bring Powerful Social Perspective to Customer Experience Management

Sysomos Partners With Clarabridge

With social media being more frequently used by your customers to connect with  — and talk about — your company, it would only make sense that you’d like to learn the most you can from those customer interactions, right? If you answered “yes,” then we have some great news for you.

Today, we’re excited to publicly announce a strategic technology partnership with Clarabridge to integrate our world-class social intelligence into their world-class Customer Experience Management (CEM) solutions.

Clarabridge is the leading provider of real-time, intelligent, customer experience analytics and management. Taking information from all of your customer feedback channels, such as surveys, emails, chats and contact centers, Clarabridge intelligently reads, analyzes, categorizes and scores the sentiment of every conversation to give you a better understanding of how to best serve your customers.

As of today, Sysomos’ social intelligence can be added to the analytics and sentiment Clarabridge delivers from a wide array of feedback channels, providing a more holistic view of the customer experience.

“Brands today live and breathe by listening to customer feedback, leveraging it to drive their messaging and content, and engaging with them in real-time,” says Sid Banerjee, CEO of Clarabridge. “Our partnership with Sysomos delivers a vast scope of social media data and intelligence that, combined with customer feedback from all channels—and teamed with deep analytics ready for action throughout the organization—gives clients an even more complete, 360-degree view of the customer experience.”

Simply put, this partnership will fill in the missing, social-media piece of your customer interaction puzzle to surface valuable insights — the kind that help you make decisions around optimizing customer experience, loyalty and satisfaction in a more focused and meaningful way.

As Marketwired CEO Jim Delaney says, “Creating the ultimate customer experience begins with listening to feedback and understanding the sentiment behind it. This partnership with Clarabridge, a recognized leader in CEM, gives enterprise-level businesses and large brands an integrated solution that provides deeper insight into the attitudes of their target audiences.”

To learn more about our new partnership between Clarabridge, read the official press release here, or contact us to learn more.

It’s Good to Be Back: The Sysomos Blog Returns

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After taking a brief hiatus, we’re happy to be home again. And starting today, your favorite social intelligence engine is picking up right where we left off—sharing social media news, information, helpful hints, product updates, special event details, and whatever else we can think of right here. To make sure you don’t miss a thing, subscribe to our RSS feed or check back with us early and often.

What’s more, we’re rebooting a bunch of our social channels so that you can connect with us where it’s easiest: our @Sysomos Twitter feed, Facebook page, Google+ page and LinkedIn page. So we invite you to follow along in whatever way works for you—naturally, we’d love it if you joined us everywhere.

In the coming months, you’ll see a host of other developments in the Sysomos world, including all-new social channels, guest commentary, exclusive content, product enhancements, and a few other surprises. But we’ll get into all of that later.

So just to recap: It’s nice to get away for a while. But there’s no place like home. See you around the neighborhood.

We’re Moving. Come With Us.

Today’s post comes from Kurt Heinemann, Marketwired CMO

Moving truck

The Sysomos blog is getting a big upgrade and moving to our parent company, Marketwired.  All the same great content you have grown to expect plus more will now be at The Marketwired Social Blog.  Make sure to add the new RSS feed to your reader or app so you get the latest posts, insight and information.  We will be migrating all of the historical blog content to the new location so you will always be able to reference and locate all the content you have read here.  All new blog posts from Mark Evans, Sheldon Levine, Jim Delaney and many others will be on the new Marketwired hosted blog at http://blog.marketwired.com/category/social from today going forward.

We will post a reference link and headline to the new articles here for the next few weeks to make sure you have the time to subscribe to the new RSS feed and bookmark the new blog.

Thank you your continued support of our community and we’ll see you over at The Marketwired Blog.

- Kurt Heinemann, CMO, Marketwired

Product Updates: Heartbeat Mobile Dashboard and More

It’s been a little while since you last heard from us about product updates, but don’t let that fool you – we’ve been working diligently behind the scenes to make Heartbeat and MAP even better – easier to use and more relevant to your work.  Today’s announcements are just a start.

Some of the tricks up our sleeves include new features like in-place query editing in MAP, the ability to “Like” Facebook posts directly from Heartbeat and, most exciting of all, the Mobile Heartbeat Dashboard.

Keep reading for a full list of our latest updates.

Heartbeat Mobile Dashboard

Heartbeat has always been accessible by any mobile device. However, with more and more professionals constantly on the go and using their mobile devices as their primary access to information, we’ve given your Heartbeat dashboard a look more suited to the medium. Now, Heartbeat users can glance at their brand’s dashboard while on the go and quickly view their important information for the past 7, 14 or 30 days in an easy-to-read-and-understand format.

To access your Heartbeat mobile dashboard, simply point your mobile browser to http://hb.sysomos.com/mhb and login.

Heartbeat Mobile Dashboard

“Like” Posts and Comments on Your Facebook Fan Page Directly from Heartbeat

Let’s face it, not every fan post to your Facebook page or comment on one of your posts is going to require a full response. However, it’s always nice to let your fans know that you saw what they did and appreciate it. That’s why we’ve now given you the ability to “like” their actions directly from the Facebook tab in Heartbeat.

Previously, you could leave comments on a post from within Heartbeat, but now we’ve given you the ability to “like” what fans are doing as well. Right beside the post in Heartbeat you will see the thumbs-up symbol from Facebook. Just click on the icon to like the post on your Facebook Fan Page, in turn, showing your fans that you “like” them too.

Heartbeat, Powered By Sysomos - Facebook Engagement

Better Customization for Email Alerts in Heartbeat

Heartbeat’s email notifications are a great way to stay in touch and know what’s happening in social media around your brand. For those of you who use the Daily or Weekly email alerts (either under the “Your Heartbeats” – “Subscribe by Email” link on the bottom of the page OR via “Settings” – “Email Subscriptions”), we’ve given you a new way to get those alerts when you want them the most.

Previously, Daily or Weekly email notifications were only shown in Eastern Standard Time. Well, EST is no longer the standard. You can now customize Daily and Weekly email alerts to come in at the time you want them – such as in your own local time. When you set up a Daily or Weekly email alert now, select the time you’d like to receive the email and then beside it select the time zone in which you live. This way, the email alerts will always come in exactly when you want them to.

Heartbeat, Powered By Sysomos - Customize Email Alerts

Click Through to Your Top Influencers from the Heartbeat Dashboard

Ever want to know more about your brand’s top 5 influencers that you see on the right hand side of your Heartbeat dashboard? Now you can click directly on the influencer and be taken to his or her page, be it a Twitter page, blog, news site or something else.

Heartbeat, Powered By Sysomos - Top InfluencersEnhanced Edit In-Place MAP Queries

It’s never been difficult to edit a query in MAP, but we’ve made it even easier. Now instead of having to click on the “Modify” query button and enter your new query into the text box, you can simply click on the large display of your query and start editing. Just a simple enhancement to make your experience using MAP even easier than before.

MAP, Powered By Sysomos - Edit Queries

That’s all for this round of updates, but keep your eyes out for more amazing updates we have planned in the very near future.

If you’re already a client and want to learn more about any of these new features, please feel free to reach out to your account manager who will be more than happy to help you.

If you’re not already a client, but would like to learn more about these new features or our social media monitoring and analytics software, powered by Sysomos, feel free to contact us here.

200 Billion And Counting

Everyday the world of social media grows exponentially. New people get online. More people discover a social network that they love. People upload more and more media. And of course, the flow of content, whether it’s a tweet, an article, a blog post, a status update or a video, never stops.

You may remember that a mere 8 months ago our social media monitoring and analytics software powered by the powerful Sysomos engine indexed its 100 billionth piece of content. Well, if only to highlight to the world the quick and massive growth of social media use, on Tuesday we indexed our 200 billionth piece of content. That’s 200,000,000,000 written out in numbers.

This means that our customers now have access to over 200 billion social media conversations that they can analyze in mere seconds.

To demonstrate how quickly the rate of social media content grows I decided to conduct a little experiment. I took a bunch of common words (it, its, and, the, what, why, I, a, to, too, or, if, you, your) and looked them up in our MAP software to see how many times they appeared yesterday (May 29, 2013), a year ago (May 30, 2012) and the date we hit 100 billion (September 19, 2012).

The results I found were actually quite interesting and help to demonstrate my point quite nicely.

One year ago, I found 125 million conversations between blogs, online news, forums and Twitter containing my list of common words. By the time September 19th rolled around those same words generated 127 million results. That’s an increase of 2 million posts per day in almost 4 months. Then 8 months later, yesterday, those same words appeared in an astounding 139 million posts. That’s a jump in 12 million pieces of content.

May 30, 2012

September 19, 2012

May 29, 2013

Granted, my list of common words is far from covering the full gambit of what’s out there in social media and the use of these specific words could vary from day to day. However, for illustration purposes, it works well.

As time goes on, more social networks and channels will appear and more people will realize the magic of social media and being able to connect with people around the world. And as that happens, we’re going to keep on capturing and indexing all those conversations to give our customers the largest and most complete sets of social media data.

Marketwired Names Jim Delaney CEO

It’s an exciting day for all of us at Marketwired. Chief operating officer Jim Delaney has been promoted to CEO, and Michael Nowlan, who has served as CEO for the past 14 years, will remain on the Board of Directors.

Over the past year, Michael worked closely with the Board to ensure a smooth transition. In fact, when Jim was named chief operating officer, he filled a newly created role at Marketwired – one that was established in anticipation of this day. Over the past nine months, Jim and Michael have worked closely together to plan for an orderly, evolutionary change in leadership.

In the coming days, Jim will take to the blog to share more about his priorities with you. In the meantime, we’d invite you to read the release distributed earlier today. You can also join us on Twitter to wish Jim and Michael well in their new roles.

The Now Of Social Communication [Infographic]

You’ve already heard a lot this week about the evolution of our company. Our CEO, Michael Nowlan, wrote about what this change means and our COO, Jim Delaney, wrote about how these changes reflect a changing landscape for our customers and how we’re here to help you. Well, today we thought instead of telling you more, we’d actually show you.

Below we put together an infographic that shows how certain industries and business functions have changed over the years. Things like PR, marketing, customer service and reputation management have changed significantly just in the past 10 years alone. In order to help you do these things better, we as a company had to evolve as well to grow with you.

Take a look at the infographic to see how the industry used to operate (Then) and how our Marketwired suite of products, powered by Sysomos, can help you do your job better today and make smarter decisions for the future (Now).

We’ve evolved from a wire company to a wired company and we want to help you do the same.

Marketwired: A Winning Game Plan

Today’s post is courtesy of our COO Jim Delaney

For me, one of the highlights of this time of year is college basketball’s March Madness. This year’s tournament has been particularly exciting because of its mix of traditional powerhouses – like Duke and Michigan – with upstart programs, like fan-favorites Florida Gulf Coast University, Virginia Commonwealth and Wichita State. Every year, I find myself drawn to see which up-and-comers will reshape the basketball landscape and which powerhouses will continue their domination.

Business experiences similar ebbs and flows. We have reliable, mega-brands brands that we can count on to consistently deliver top-notch products and services, just as we have startups seeking to disrupt “the way its always been done.”

What happens when brands embrace the entrepreneurial spirit and forward-thinking ideas found in startups and combine that with the acumen, resources and experience embedded in long-standing, successful companies?

This is the opportunity for today’s brands – big and small, established and emerging.

Our industry talks a lot about social business and the need to incorporate social technology throughout the enterprise. Well, we’re practicing what we preach. Over the past few years, we’ve been quietly embracing social technology to become an “open business.” In the process, we’ve transformed how we work, how our clients reach their customers and how we help them do it.

We’ve evolved from a wire service to a wired company. This week, we debuted a new brand. More than just a new name and fresh logo, this evolution reflects our commitment to blending old and new. Incorporating best practices with fresh practices. Combining tried-and-true reliability with nimble flexibility.  It’s about partnering with our clients to ensure they are “wired, plugged in, and connected” to the voice of their customers.   By harnessing the customer’s power of influence, our clients will fundamentally rethink how they design, develop, market, sell and service their products for their customers.

Today, Marketwired is an innovative, social communications company offering best-in-class news distribution and reporting and state-of-the-art social media monitoring and analytics. Need a game plan to stay ahead of the curve? We’ve got you covered.

Your customers are telling you – directly and indirectly – what they want and expect. Powered by Sysomos, the Marketwired product suite provides decision makers like you with real-time data, actionable insights and the confidence to make informed decisions. Analyze online conversations and data points to create and build influence. That’s what we call turning influence into opportunity.

 

Or, in the spirit of March Madness, it’s a slam dunk.

The Power of Influence

Today’s Post is from our CEO Michael Nowlan

It was Robert F. Kennedy who wrote, “There are those that look at things the way they are, and ask why? I dream of things that never were, and ask why not?” We asked ourselves, “why not” with respect to our company. Why not evolve from a wire service to a wired company so we’re better positioned to keep our clients ahead of the curve? Over the past few years, we’ve embraced technology to move the company forward. And, now, we’re ready to share the outcome of our answering “why not?”

In the true spirit of business innovation, we’ve embraced technology to become an “open business”—improving our products, people and processes. More importantly, we’ve become a nimble, flexible partner for companies that are looking to leverage actionable insights to improve decision-making.

To reflect this shift, as of today, Marketwire and Sysomos become Marketwired. The updated name represents transformation—in how we work, how our clients reach out to customers and achieve growth, and how we help them do it. The similarity between the new company name and the old signals that we are preserving the best parts of our identity, while making these significant changes.

Our goal is to keep you ahead of the curve and expand how you think about social communications by including all the sources of influence on your business.  We want to help you find the conversations that count—those you want to influence and those that will influence your customers.  As the thousands of people, events and opinions influence your target markets, we can assist in turning that influence into advantage. That’s what we call the “Power of Influence.”

Will this change affect the products and services that we offer? Yes, it actually enhances them. Marketwired will still offer news release distribution and social media monitoring tools. The transformed Marketwired brand integrates these solutions, making it even easier for our clients to ‘create opportunity’ through easier access to all of the Marketwired services.

What is happening to the Sysomos name? It’s still a very integral part of Marketwired. Our social intelligence platform is powered by Sysomos, the world’s most comprehensive social monitoring solution.  A transformation in marketing reveals a rapidly growing emphasis on “revenue marketing” with a clear expectation that marketing efforts must directly drive revenue results.  And, big Data, or what we like to call “Smart Data,” is a major fuel to this revolution. Our technology is a social media guidance system for true customer connectivity—helping brands hone in on the influences that matter and becoming more influential in return.

Our evolution is about our customers and our community. When we talk about the “The Power of Influence,” it’s to show how our services revolve around influence—from the influence our clients want to create through the communications we distribute and publish for them to the influence consumers can have on our clients through social media.

We hope you’ll join us in celebrating our transformation and the opportunities that lie ahead. Tweet me at @MJNowlan and let me know how we can get you wired! You can also follow us at @marketwired and join our Facebook conversations.

Product Updates: Influencer Bio Searches, Google+ Fan Pages and More

Today we have some great product updates and a big announcement

In our continued pursuit of excellence here at Sysomos we have some exciting developments to share with you today. As usual with these emails, we have some great updates to both the MAP and Heartbeat software that we think you’re really going to enjoy. But first, we have something even more exciting to tell you about…

Sysomos is now officially a Twitter Certified Partner!

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Being a part of the Twitter Certified Partner Program solidifies the benefit we provide in helping businesses learn and act upon what their customers are saying on Twitter. Being part of this program allows us to take full advantage of the Twitter platform and innovate to solve business needs. Essentially this means that our products will be constantly improving to make sure you are getting the best possible information and insights from Twitter to do your job better.

 

And now, here’s our latest round of product updates:

  

Twitter Trends

With brands always looking for ways to benefit from real-time marketing, it’s important for them to know what’s going on and what people are talking about at all times. That’s why we’ve added a new section to both MAP and Heartbeat that shows you what is currently trending on Twitter. These trending topics can be viewed on a worldwide basis, by country or even as specific as major cities around the world. So whether you’re a global, national or local business, you can see what the people who matter to you are talking about.

In MAP, this feature can be found in the left-hand column of the dashboard. In Heartbeat you can find it on the right-hand column of the Twitter tab.

Updated Tutorial Videos

As part of a continued commitment to our clients, you will notice updates to the Help section of both Heartbeat and MAP. In the Heartbeat Help section you can find 11 new tutorial videos and 5 new downloadable cheat sheets. In MAP there are 11 new tutorial videos and 2 new downloadable cheat sheets. The look and layout of the help section in Heartbeat and training section in MAP has also changed to make it easier for you to find the information you are looking for. Continue to watch for more updates in the coming weeks!

 

Twitter Influencer Bio Search

Not everyone talks a lot about their work or interests on Twitter, but that doesn’t mean they’re not influential to others about those things. With our new Twitter Bio Search you can now search directly in people’s bios for ways they describe themselves.  The Bio Search also allows you to look for people with certain numbers of followers and apply country filters to your search. So now, you can find moms from Toronto with more than 500 followers, but less than 1000. Or you can find dentists in Chicago with over 5000 followers.

 

Analyze A Google+ Fan Page

With Google+ being the latest social network to get its feet underneath it, it’s important to know what’s happening with your company’s page. Now you can link your Google+ Fan Page directly into your Heartbeat so you can always know exactly what is going on. Just like Facebook and LinkedIn pages in Heartbeat, the addition of Google+ will show you the latest activity on your page, a buzzgraph of what’s being said and the overall sentiment of the page. If you’d like to attach your Google+ Fan Page to your Heartbeat, your account manager would be more than happy to help you do so.

Edit Email Alerts

We’ve made it easier to edit your email alerts that come from Heartbeat. The importance of things that you monitor can sometimes change from not important to very important, or from very important to not so important, so your update frequencies will need to change as well. Rather than starting from scratch on the alert, we’ve made it easy to go in and edit how and when you receive them. Simply go into the Email Subscriptions tab in your Settings and you can quickly change the settings to any of your email alerts.

New User Roles

As social media teams expand within companies, we’ve discovered a greater need for different roles and what they can do in Heartbeat. Because of this we’ve added two new roles that you can assign to people on your team; Supervisor and Director. These are in addition to the roles that already exist; User, Manager and Administrator. These changes can be made in the Manage Users section of Settings.