Oracle thinks global with its social media analysis software
Oracle's tools can now analyze social content in more languages
IDG News Service - Oracle has broadened the number of languages its social media analysis software supports, in a bid to appeal to enterprises with operations and customers across the world.
The vendor's Social Relationship Management software now has support for English, Chinese, Portuguese, Spanish, Russian, French, German, Italian, Dutch, Korean and Japanese, according to Monday's announcement.
SRM is part of the company's broader suite of "customer experience" software that spans sales automation, customer service, marketing and support. It competes in this area not only with frequent rival SAP but also Adobe and IBM, companies that have largely eschewed the enterprise applications market but see an opportunity in technologies that cater to digital business.
Oracle's SRM software includes semantic text analysis capabilities that "go well beyond keyword and Boolean to reveal actionable insights like consumer intent, product likes/dislikes, and customer service issues," according to Monday's announcement.
Other new features include a dashboard that gives users the ability "to see where conversations are happening globally, and allocate workload accordingly," Oracle said.
There are two main categories of social media monitoring tools, said analyst Alan Lepofsky, vice president and principal analyst at Constellation Research: "Those that can help an individual brand monitor and respond to content related to them, and then tools that can analyze larger sets of data, such as shopping patterns on holidays."
One of the most important functions is accurately matching a person posting on social media to actual customer records that show their buying or support history, Lepofksy added.
Oracle's acquisitions of RightNow, Vitrue, Collective Intellect, Evolver, Eloqua and Responsys are an attempt to give it a portfolio that can help companies connect with customers through the entire buying cycle, Lepofsky said.
Many companies could now be ready to invest in social media analysis tools.
"I think most organizations are past the 'thinking about social media' stage in terms of sales, marketing and support," Lepofsky said. "Social media as a channel is influencing many organizations to combine their digital strategy across multiple departments that used to operate more independently."
Chris Kanaracus covers enterprise software and general technology breaking news for The IDG News Service. Chris' email address is Chris_Kanaracus@idg.com
- Path Selection Infographic Path Selection Infographic
- Hyperconvergence Infographic A wide range of observers agree that data centers are now entering an era of "hyperconvergence" that will raise network traffic levels faster...
- Preparing Your Infrastructure for the Hyperconvergence Era From cloud computing and virtualization to mobility and unified communications, an array of innovative technologies is transforming today's data centers.
- How WAN Optimization Helps Enterprises Reduce Costs If you wanted to break down innovation into a tidy equation, it might go something like this: Technology + Connectivity = Productivity. Productivity...
- Cloud Knowledge Vault Learn how your organization can benefit from the scalability, flexibility, and performance that the cloud offers through the short videos and other resources...
- LIVE EVENT: 5/7, The End of Data Protection As We Know It. Introducing a Next Generation Data Protection Architecture. Traditional backup is going away, but where does this leave end-users? All Social Media White Papers | Webcasts
Our new weekly Consumerization of IT newsletter covers a wide range of trends including BYOD, smartphones, tablets, MDM, cloud, social and what it all means for IT. Subscribe now and stay up to date!