As traditional business intelligence solutions have unlocked value and uncovered risk of data within structured databases, IT.com helps companies unlock value and uncover risk of data within unstructured information, i.e., text. And this is where the growth of data is occurring. Big Data is going to become an unstructured data problem because the growth of unstructured data constitutes the lion share of the growth of data altogether.
IT.com powers the following solutions:
Comprehensive Social Listening
Your customers are talking about your brand, but do you really know what they think, or who they really are?
As the world becomes social, customers have acquired their own megaphones and radio stations. Yet companies struggle to listen effectively and to answer even the most basic questions to which customers are broadcasting answers every day:
- What is threatening my brand?
- How can I improve my product or service?
- What do customers like about my product?
Because of the sheer volume of data, many of these companies filter the streams they analyze using keywords. As a result, they suffer from risky “blind spots” because they only see a small portion of the data that matches a simplistic keyword, or they see much more because the match is to a different use of that word. Therefore, companies are required to know what to look for and are always looking at conversations about which they are already aware, or conversations that are irrelevant. They cannot discover anything new that they need to know.
IT.com's Social Listening solution removes these drawbacks and eliminates social media blind spots by automatically categorizing all social media posts related to a company or a product – without requiring a detailed list of keywords. This allows companies to browse everything that customers are saying (good or bad), remove the noise that isn't important, and focus on what is important.
Customer Service Optimization
Help your customers help themselves
"I hate this company" is often expressed by customers experiencing poor customer service. Today, social media exposes a company's service quality. Therefore, good customer service is a must-have.
The challenges to delivering good customer service are surprisingly consistent across different businesses. Customer service agents are forced to access information from different silos. At best, each of these silos is addressable by a blank search box. As a result, agents repeatedly hunt and peck for answers, with no ability to improve their queries.
IT.com's solution, IT-Service, goes beyond search. It unifies all the information previously siloed - such as knowledge base articles, bug reports, closed service requests, internal social media posts, and posts from external forums and communities. Further, it delivers not only the right information to agents and customers, but also the right subject matter experts on-demand. Lastly, IT-Service employs artificial intelligence to learn which knowledge base articles best solve which service requests to improve performance over time. This results in a better overall customer experience, a greater awareness of problems as they arise, better products, and, ultimately, a better brand.
Does it take days or weeks to search your archive?
Traditional email archive solutions that were developed in the early 1990s don't meet today's corporate email archiving requirements. More data is being stored than ever imagined. Corporate compliance and legal departments, each have new requirements in the areas of risk management and discovery. Traditional archives are too slow, don't scale, fail too often, and can even return different results for the same searches. It no longer suffices to just store data and return search results in weeks or even months, if they don't fail altogether. Today's corporations need a new breed of solution that provides an order of magnitude improvement in speed, scalability, and reliability while adding Big Data analytic capabilities to power tomorrow's applications.
IT.com's best-of-breed Information Management solution was purpose-built to meet the email archiving needs of today's corporations. The solution delivers a new level of speed and scalability to effectively support compliance and legal business requirements.
Do you know your legal exposure?
Once sued, it is impossible to assess liability without a good deal of knowledge. Similarly, the degree of liability is a potentially huge source of cost saving: settle for something quickly or risk court action for possibly a much larger amount of money. Early case assessment is possible only with a solution at the ready to determine "what happened here" and therefore "what is my exposure" from the mountain of electronically stored information (ESI). One is otherwise guessing in the dark.
IT.com's E-Discovery solution creates intelligent repositories that make it easy to identify relevant information for electronic discovery, internal investigations, and government inquiries. As a result, your company can begin discovery at any time and rapidly determine legal exposure.