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November 24, 2011
TOKYO, JAPAN - NTT Communications Corporation (NTT Com) announced today a new social media analytics reporting service, Social VoC Analysis Report, that assesses posts and comments (voice of customers, or VoC) in social media and search engines to help companies rapidly identify the key preferences and concerns of their stakeholders. Business customers will be able to begin ordering reports in Japan on November 24.
Analysis will be performed with NTT Com’s previously launched BuzzFinder service, which processes huge amounts of voice of customer on twitter, selected major blogs, and search engine to identify general trends, as well as the sex, age and location of individual communicators. Advanced algorithms (Japanese language only) enable BuzzFinder to determine whether each post has a positive or negative tone.
The Social VoC Analysis Report will be available in three versions depending on a company’s specific needs:
1. Identification of a company’s status and key issues based on analysis of keywords appearing in customer communication, thereby enabling the company to determine general stakeholder trends as well as the specific attributes and interests of individuals.
2. Competitive comparison with other companies through the same analysis described above.
3. Detailed analysis of a company’s competitive positioning based on analysis of both common and unique issues appearing in social media, and clustering of quantitatively analyzed posts regarding specific keywords mentioned either in a positive or negative tone.
Research by ExactTarget, a leader in interactive marketing, found that 35% of the posts in social media talk about companies in some form. NTT Com has determined that 76% of consumers in Japan who complain to a call center about a purchased service or product also post complaints online, indicating that digital channels have gained approximately as much importance as conventional channels for communication between companies and their customers.
"There are huge demands for corporate services that collect and analyze customer communication in social media to identify key stakeholder concerns and interests that companies should address through risk management, customer services and other business initiatives," said Yoshie Tsukamoto, Vice President, Marketing Solutions, NTT Com. "Social VoC Analysis Report from NTT Com frees companies from having to acquire technical knowhow and invest the necessary resources to analyze huge volumes of social media data. We believe our service can make a meaningful contribution to the marketing communications of our clients."
NTT Communications provides a broad range of global networks, management solutions and IT services to customers worldwide. The company is renowned for reliable, high-quality security, hosting, voice, data and IP services, as well as expertise in managed networks and leadership in IPv6 transit technology. NTT Communications’ extensive infrastructure includes Arcstar™ Global IP-VPN and Global e-VLAN, as well as a Tier-1 IP backbone reaching more than 150 countries in partnership with major Internet service providers, and secure data centers in Asia, North America and Europe. NTT Communications is the wholly-owned subsidiary of Nippon Telegraph and Telephone Corporation, one of the world’s largest telecoms with listings on the Tokyo, London and New York stock exchanges. Please visit www.ntt.com/index-e.html.