IBM Introduces New Content Analytics Software to Enhance Business Insight and Improve Customer Care

IBM (NYSE: IBM) today announced new analytics software designed to help organizations rapidly consolidate and analyze unstructured information such as e-mail, comments, voice and chat communications to deliver new insight into their business. Content analytics is a key component of the Dynamic Warehousing strategy announced by IBM today to enable a new generation of business intelligence capabilities and provide real-time insight and value from business information.

An advanced content analytics and mining platform, IBM OmniFind Analytics Edition extracts meaningful information, identifies valuable patterns, trends and issues which can be used for important business initiatives such as improving customer care, delivering quality insight reporting and enhancing research and intelligence.

IBM OmniFind Analytics Edition extracts and analyzes unstructured information providing trend analysis, delta analysis, automated alerting, drill-down navigation, semantic search and key word search. It also enables sophisticated entity extraction when working with unstructured content like documents, emails, surveys and chat sessions. These advanced capabilities help reveal situations and track changes over time such as causes of customer dissatisfaction or detection of products that may require frequent repairs or a recall.

Based on more than a decade of experience in text analytics from IBM Research and IBM Global Business Services, significant field experience has gone into the development of this software. This includes work with numerous clients such as HDFC Bank India, Celestar Lexico-Sciences Inc., International Truck, Mayo Clinic and Mars Incorporated.

“IBM OmniFind Analytics Edition goes beyond text analytics to derive understanding and insight from a combination of structured and unstructured information,” said Ponani Gopalakrishnan, director of discovery solutions, IBM Software Group. “The ability to use unstructured information and simultaneously combine it with structured information is becoming an essential requirement in many industries including banking, financial services, manufacturing and telecommunications.”

Both IBM OmniFind Analytics Edition and IBM OmniFind Enterprise Edition can be used together to provide an overall content discovery solution that combines advanced secure semantic search with rich mining and visualization to deliver new levels of business insight. The software is based on the Unstructured Information Management Architecture (UIMA) standard to provide an open architecture for connecting applications for entity extraction and text analytics.

For additional value, it is possible to store information extracted and analyzed by OmniFind Analytics Edition in a dynamic warehousing environment such as IBM Balanced Warehouse where it can be used for reporting, supplementing customer information management systems, or combining it with other information to address business problems.

IBM OmniFind Analytics Edition is currently available in the US and Japan.