UNCLASSIFIED presentation of Buzzient social analytics use in monitoring of 2009 Iranian Election, Zynga Customer Engagement/Community Management Operations, and CRM Integration

1. DeVenCI
Page 1
Timothy B. Jones, CEO
One Broadway
14th Floor
Cambridge, MA 02142
(617) 475 1514
tbj@buzzient.com
www.buzzient.com

2. DeVenCI
Page 2
Design Objectives
• Harvest data from millions of online social media and
unstructured data sources for purposes of:
– Open Source Intelligence (OSINT)
– Total Information Awareness (TIA)
– Commercial uses
• Provide quantitative analytical measures of qualitative data
• Support integration of analytics in unclassified/commercial
and classified/proprietary applications
• Use COTS technology platforms
• Support either hosted, cloud-based or on-premise
implementations

3. DeVenCI
Page 3
Why Buzzient is Unique
• Four Patents filed in Modeling, Measurement, Display, and
Analysis of social media content
• Architecture built around seamless integration with
Classified/Unclassified applications
• Support for Hosted, Software as a Service AND on-Premise/
appliance implementations
• Currently in use with one of the largest social media
implementations in the world

4. DeVenCI
Page 4
Buzzient Enterprise™ Social CRM Applications
ERP SalesCall Center ServiceCustomer SupportSales
Buzzient Aggregates social media data
API
API
API
API
API
API
What We Do - Commercial

5. DeVenCI
Page 5
High Level Modular View
Social
Media
Analy.cs
Pla1orm
Social
Media
Harves/ng
Broadest
range
of
sources
(Twi9er,
Facebook,
forums,
YouTube,
…)
Real-­‐/me
monitoring
plus
historical
data
several
years
back
Sen/ment
Analysis
Automated
and
real-­‐/me
Changeable
by
user
Topic
Analysis
Frequently
discussed
topics
Search
keyword
iden/fica/on
Influence
Analysis
Opinion
leaders
Most
important
web
sites
Analy/cs
Dashboard
Modular
and
customizable
Real-­‐/me
alerts
and
report
genera/on
CRM
Integra/on
with
Salesforce.com,
Oracle
CRM,
Sugar
CRM,
..
Web
service
API
for
other
systems

6. DeVenCI
Page 6
Detailed Module Architecture
User
Interface
Ver/cal
Analysis/Aggrega/on
Layer
Harves/ng
Layer
Configura/on/
Admin
Subsystem
Alerts/Reports
APIs
User
Config
DB
Global
Config
DB
Admin
GUI
Job
Scheduler
Industry-/customer-specific aggregated data
Raw content and user data
Blogs
Twi9er
Facebook
YouTube
Amazon
MySpace
Forums
Newsgrps
Wikis
Crawler modules
Sen/ment
Topics
User
influence
Site
Influence
Analysis modules
Aggrega/on
Visualiza/on
Report
Generator
Real-­‐Time
Alerter
CRM
Connectors
Web
Service
API
Customiza/on
Engagement
Naviga/on

7. DeVenCI
Page 7
Performance
Unit
(several in
overall
system
environment)
Hosted and On-Premise Design
Social
media/
Customer
data
Internet
GUI / Web Server
Harvesting and
Processing Server
Firewall
Central Database Server Reporting Server
Global
Config.
Database Server

8. DeVenCI
Page 8 888
Designed for Integration
Social Media Monitoring Tools
Monolithic, Flash-based application that can’t be integrated
into other GUIs
Modular Platform, based on open standards, easy to integrate
Oracle CRM
No native development
platform
Salesforce.com
Proprietary development
platform
Other business apps
Without native integration
dev platform
Microsoft Sharepoint
And other intranet platforms
Oracle CRM
No native development
platform
Salesforce.com
Proprietary development
platform
Other business apps
Without native integration
dev platform
Microsoft Sharepoint
And other intranet platforms
Standardized
Buzzient Widgets
Standardized
Buzzient Widgets
Standardized
Buzzient Widgets
Standardized
Buzzient Widgets
Custom-developed
Radian6 Social media
functionality for
Salesforce.com
Data
feed
Widget
inte-
gration
Proprie-
tary
data
feed
Integration layer

9. DeVenCI
Page 9
OSINT Example

10. DeVenCI
Page 10
• Solution Overview
– A leading entertainment applications developer for online social
networks monitors the social channel through Buzzient in a customer
service scenario.
– The solution provides for rapid identification of player problems and
subsequent customer engagement in the same channel the
customer is using to report and review, play on their network and to
purchase virtual goods.
• Solution Value
– Engage customers rapidly in the preferred customer channel
– Rapid issue resolution yields higher satisfaction
– Monitoring of customer sentiment decreases time to resolution and
decreases negative ratings
Developer for Online Social
Networks

11. DeVenCI
Page 11
Developer for Online Social
Networks

12. DeVenCI
Page 12
Timothy B. Jones, CEO
One Broadway
14th Floor
Cambridge, MA 02142
(617) 475 1514
tbj@buzzient.com
www.buzzient.com