Social Media Monitoring Tools and Services Report Public Excerpts Analysis and Elaborate Profiles of 245 SMM Technologies and Services Worldwide

Transcription

1 EXTENSIVE COVERAGE OF TOOLS AND SERVICES FOR SOCIAL MEDIA MONITORING 245 TOOLS AND SERVICES FEATURED SMM CONCEPTS, PRODUCT APPLICATIONS, INDUSTRY FOCUS, AND MARKET TRENDS PRICING AND CLIENT INFORMATION FOR MORE THAN 150 TOOLS DESCRIPTION OF KEY PRODUCT FEATURES TO AID YOU IN SELECTON PROCESS PROVIDERS CONTACT INFORMATION INCLUDING ADDRESS, TELEPHONE, EXECUTIVE NAMES, S Social Media Monitoring Tools and Services Report Public Excerpts 2014 Analysis and Elaborate Profiles of 245 SMM Technologies and Services Worldwide Ideya Market Report, 5 th Edition October 2014 Contact: Luisa Milic, Director,. tel.: +44 (0) lmilic@ideya.eu.com Company Website:

2 Dear Readers, We bring you this report with the expectation that it will save you time and guide you through a myriad of choices that now exist for social media monitoring. We conducted extensive market research of key features, clients, and current pricing of the tools and services. We hope you will find it useful and look forward to your feedback. Yours sincerely, Luisa Milic, Director, Ideya, Ltd. is a business and marketing consultancy. It offers customized and innovative services to help its clients face the challenges of market disruptions and turn them into opportunities. Since 2009, Ideya has been offering market research and advisory support to companies that are exploring Social Media Monitoring (SMM) solutions to guide them in the selection of SMM to boost their business performance and customer engagements. Ideya also provides consulting services to SMM technology providers interested in exploring partnership, sales or acquisitions opportunities. Luisa Milic, M.Sc. is the Founder and Director of Ideya Business and Marketing Consultancy. She has 18 years of international experience, working 11 years at KPMG LLP Market Research in the USA and leading the Ideya consultancy in Europe for 8 years. Luisa works on innovative business and market strategies with clients across industry sectors including manufacturing, retail and consumer goods, tourism, and information technology. She also engages with organizations in the education sector and public services, and collaborates with other consultancies. In Europe, she has developed a network of collaborators from FP6 and FP7 EU projects and develops business strategies for the commercialization of the resulting technical solutions. Luisa gives seminars on market research methods and conducts workshops on strategic planning in the public and private sector. Published on 3 rd October 2014; Copyright ( ) 2014 Ideya, Ltd. All rights reserved. No part of this report may be reproduced or distributed in any form or by any electronic or mechanical means, including information storage and retrieval system without permission in writing from Ideya, Ltd. All third party information or data included in this report are sourced from publicly-accessible source and remain the property of their respective owners. The data in this report are believed to be accurate at the time of publication but cannot be guaranteed; therefore Ideya, Ltd. cannot accept liability whatever the actions are taken based on any data in this report that may consequently prove to be inaccurate.

3 Table of Contents 1. INTRODUCTION Who Will Benefit from this Report? Scope of the Report FEATURED SMM TOOLS AND SERVICES SMM Tools and Services by Availability HQs Locations of SMM Tool and Service Providers Emergence of the SMM Tools and Services over the Past Decade SOCIAL MEDIA MONITORING AND APPLICATIONS Definition of Key SMM Concepts SMM Product Applications and Benefits MARKET TRENDS Market Growth SMM market continues to demonstrate further growth but at a lower rate Market Dynamics Big Technology Companies Entering the Market Partnerships on the rise to deliver more strategic insights for businesses Emergence of Social TV Opens New Opportunities for SMM and Analytics Rising Merger and Acquisition Activity In Positive impact of free SMM tools on SMM businesses Technology Innovation Continuous investment and advancement in SMM technologies and features Customer Position Increasing adoption of social media technologies Businesses looking at Big Data and new kind of analytics Businesses still struggling with the tool selection and SMM A GUIDE TO SELECTING AND USING SMM TOOLS AND SERVICES Planning for Success... 85

4 5.2 Consideration of Key Features Data Management Data Analysis and Visualization Process Management and User Interface Pricing and Clients REFERENCES Part 2 - Social Media Monitoring Tools and Services Directory 1. INTRODUCTION PROFILES OF PAID SMM TOOLS AND SERVICES PROFILES OF FREE SMM TOOLS AND SERVICES

5 Contents LIST OF TABLES: Table 1. Paid SMM Tools and Services (Total 194) 13 Table 2. SMM Tools with Free and Paid SMM Services (Total 21) 14 Table 3. Free SMM Tools (Total 30) 14 Table 4. Distribution of SMM Tools and Services by Provider s HQs Location 14 Table 5. Common Social Media Platforms 16 Table 6. SMM Tools - Key Functions and Product Applications 29 Table 7. M&As in SMM Market (Period ) 61 Table 8. SMM Product Comparison by Media and Language Coverage 93 Table 9. Industry Coverage List of SMM Tools and Services 123 Table 10. SMM Product Comparison Based on the Key Data Management Features: 136 Alerts, Data Export, API Integration, Data Archiving Table 11. Key Social Metrics By Major Social Media Platforms 146 Table 12. Key Social Metrics by Major Categories 148 Table 13. Filtering by Media Type List of SMM Tools and Services 156 Table 14. Filtering of Results by Keywords or Topic List of SMM Tools and Services 157 Table 15. Filtering of Results by Geography List of SMM Tools and Services 158 Table 16. Filtering of Results by Demographics List of SMM Tools and Services 158 Table 17. Viral Content Tracking and Analysis List of SMM Tools and Services 184 Table 18. Predictive Analytics List of SMM Tools and Services 199 Table 19. SMM Product Comparison Based on the Key Data Analysis and Visualization Features: 201 Automated Sentiment Analysis, Human Sentiment Analysis, Influencer Analysis and Profiling, Trend Analysis, Topic/Theme Analysis, Word/Tag Cloud, Competitive Analysis, Campaign Management and Monitoring Table 20. SMM Product Comparison Based on Process Management and User Interface: 207 Customized Dashboards, Workflow Management, CRM Table 21. Pricing and Sample Client List 236 LIST OF FIGURES: Figure 1. Strategic Approach to Selecting and Employing SMM Tools and Services 9 Figure 2. SMM Tools and Services by Current Status 12 Figure 3. Featured SMM Tools and Services by the Year of Introduction ( ) 15 Figure 4. Engaging Social Media Monitoring Tools 19 Figure 5. The Ways SMM and Engagement Can Impact Your Business Performance 22 Figure 6. Key Applications of SMM Tools 24 Figure 7. Featured SMM Tools and Services Number and Growth (%) ( ) 48 Figure 8. Timeline The Year of Tool/Service Introduction 52 Figure 9. Social TV - Social TV Listening 58 Figure 10. M&A Activity in the SMM Market ( ) 59 Figure 11. Cluster Analysis Chart 71 Figure 12. Predictive Analytics- Adobe Social Predictive Publishing 72 Figure 13. Access across Any Device Including Desktop, iphone/ipad, and Android 75 Figure 14. Social Intelligence Center View, command-style center creation capabilities 80 Figure 15. The Tool Key Features and Factors Impacting Selection Process 89 Figure 16. SMM Key Product Features - Percentage of SMM Products Offering Specific Feature 90 Figure 17. Usage and Perceived Effectiveness of Social Media Platforms 91 Figure 18. Alerts 132 Figure 19. Filtering of Results: Filtering Options 155

6 Figure 20. Segmentation By Demographics: Filtering of Results by Gender 155 Figure 21. Campaign Geo Filters 155 Figure 22. Sentiment Analysis - Share of Voice by Sentiment, Competitors' Sentiment Breakdown, Positive 161 Sentiment Trending by Competitors Figure 23. Sentiment by Conversation Topics 161 Figure 24. Sentiment Analysis: Total Mentions and Sentiment Scores by Industry Category and Trending 162 Topics by Sentiment Figure 25. Sentiment Trending 162 Figure 26. Negative Mentions by Location 163 Figure 27. Sentiment Analysis by Location 163 Figure 28. Human Sentiment Analysis: Manual Assignment of Sentiment 164 Figure 29. Influencer Analysis - A-List Sorted by Influencer Rank 167 Figure 30. Opinion Holder Share of Voice 167 Figure 31. Top Influential Sources and Top 10 Authority Sites 168 Figure 32. Bubble Stream Chart Combining Commenter's Influence and Sentiment 168 Figure 33. Influencer Profiling: Influencer Twitter Profile 169 Figure 34. Influencer Profiling: A Comprehensive View of an Individual's Public Content across the Web, 169 Filtered by Topic and Ranked by Their Potential Impact On the User's Business Figure 35. Author Interests Analysis 170 Figure 36. Influencer Profiling: Author Details, Sentiment, Comments, Number of Friends 170 Figure 37. Influence Gap Report Showing Share of Influence versus Topic or Competitors 180 Figure 38. Social Network Analysis: Visualization of a Twitter Network using Graph in Box Layout 183 Figure 39. Viral Content Tracking and Analysis: Virality Chart Measuring How Specific Articles Spread 184 Through Different Media Channels and Identify Those With The Highest Impact Figure 40. Channel Trends: Posts, Comments and Likes Over Time By Competitor 185 Figure 41. Trend Analysis: Key Metrics Over Time 186 Figure 42. Trend Analysis: Brand Sentiment Historical Trends 186 Figure 43. Trend Analysis: Evolving Topics 187 Figure 44. Topic Analysis: Clustering Techniques (Word Clouds) to Discover the Words and Phrases Most 188 Frequently Associated With Company's Brand Or Keyword, Including Discovery of Emerging Players and Issues Figure 45. Topic Analysis: Word Burst Chart with Keyword Categorization and Sample Mentions 188 Figure 46. Topic Analysis by Languages Showing Themes' Visibility, Positivity and Relationships between 189 Themes Figure 47. Topic Analysis Interactive Topic Maps with Significant Words of the Online Discussions and 190 their Relationships Amongst Themselves Figure 48. Topic Analysis Interactive Tree Map Showing the Most Common terms in the Mention Sets 189 Figure 49. Word/Tag Cloud by Media Type 191 Figure 50. Word Cloud with Positive and Negative Hot Topics 191 Figure 51. Cluster Analysis: Interactive Map Showing Major Themes and Their Relationships 192 Figure 52. Tag Creation and Word Tag: Offering Smart Tagging To Self Organize and Share Expert 192 Opinions, Comments and Sentiment In Real-Time Figure 53. Competitive Analysis: Volume and Share of Voice Chart 193 Figure 54. Competitive Analysis: Differentiating and Common Terms/Topics for Different Brands Acquafresh and Crest Toothpaste Figure 55. Competitive Analysis: Sentiment and Activity Including Mentions and Smart Tags Comparison 194 Figure 56. Competitive Analysis - Brand Net Promoter Score (NPS) By Channel 195 Figure 57. Competitive Analysis Trends 195 Figure 58. Competitive Analysis - Experience Scores Graph 196 Figure 59. Competitive Analysis: Facebook Competitor Engagement Map Used For Comparison of Brand 197 and Competitors Facebook Performance by Engagement and Number of Fans Figure 60. Competitive Analysis: Followers Comparison 197 Figure 61. Competitive Analysis: Competitive Matrix KPI's 198 Figure 62. Campaign Monitoring and Measurement: Campaign Monitoring Chart 200 Figure 63. Campaign Monitoring and Measurement: Social Campaign Details 200 Figure 64. Standard Dashboard 213 Figure 65. Customizable Dashboard 213

7 Figure 66. Workflow Management: Priority Inbox and Recommendations 216 Figure 67 Workflow Management: Social Inbox 217 Figure 68 Workflow Management: Setting Up and Customization of Status Levels of Messages to Improve 217 Tracking, Routing, and Response Time Figure 69. Workflow Management: Bulk Actions to Assist Community Managers and Moderators in 218 Rapidly Processing Multiple Messages Figure 70. Workflow Management: Calendar Publishing View 218 Figure 71. Workflow Management: Ticket System To Assign Tasks To Other People Within A Hotel/Chain 219 Figure 72. Workflow Management: Workflow Report - Ambassadors' KPIs, team performance 219 Figure 73. Workflow Management: Workflow Report Including Conversations, Sentiment, and Key Metrics 220 Figure 74 Workflow Management: Service Level Agreement (SLA) Response Time Reporting Dashboard with Compliance Monitoring 220

8 1. INTRODUCTION EXCERPTS FROM THE SOCIAL MEDIA MONITORING TOOLS AND SERVICES REPORT 2014, THE 5TH EDITION The rapid proliferation of the social media platforms and online communications has completely transformed the realm of traditional marketing, market research, PR, advertising, CRM, customer services, and even innovation, with social principles and practices infusing all companies' business processes and activities. Companies are increasingly investing into social media programs and employing Social Media Monitoring (SMM) technologies and services to monitor and solicit public opinions about their brand and products, shape their online presence and develop strategies to engage and harness the social paradigm in order to build long term and profitable relationships with their customers. The use of social media tools has dramatically changed over the past five years, moving from experimentation phase to a more missioncritical activity and placing significant pressure on social programs and executives, to efficiently monitor, analyze, and engage within social media and deliver ROI metrics. Social intelligence offered by SMM tools is creating true business value for businesses by supporting every area of their business from understanding consumers needs and behaviors, competitive landscape, creating risk management plans, increasing customer experience and satisfaction, to executing smart product development and campaigns. The quantity and quality of SMM tools available on the market has also changed with the SMM technology industry maturing rapidly through the innovation and acquisitions by large technology companies and emergence of new tools delivering unique and more sophisticated analytical capabilities, creating a highly complex and diverse landscape of SMM technologies. There are many social media monitoring and management tools on the market and making an educated choice about which social media monitoring tools can best address company's needs and justify social media investment, has become a challenging and time consuming task for organizations, as social media technology business has branched out into a diverse set of technologies, data types and countless vendors confusing buyers. New tools and services are emerging continually, while already established SMM companies are frequently improving their products by introducing new features and coverage to accommodate their clients needs. Each of them offers specific set of functionalities and differs in focus, coverage and approach, with some focusing more on engagement, publishing and workflow management, while other offering strong analytics and reporting functions. There is still no single SMM tool or service provider that can effectively measure and address all aspects of social media. For that reason, most organizations today use multiple social media monitoring tools across different functional areas and geographies, as they require a slightly different approach and view of the social media space in order to address their specific social analysis and business needs. Existing market reports on SMM providers typically focus on a few, well established tools and services and at the moment, there are no comprehensive reports with a broad overview of the market and its players. As almost every business has a unique set of needs in terms of monitoring, measurement or social media management, and as not every business uses the same mix of social media channels or language coverage, the need for more comprehensive report is needed to meet ever-shifting range of disparate needs of customers. The purpose of this report is to fill that need and give an up-to-date, comprehensive view of the social media monitoring market and product offerings. The report provides: Elaborate profiles of two hundred forty five (245) SMM tools and services including key product features, pricing and contact information

9 Definition of important SMM concepts and key product applications Pricing and client information on more than one hundred fifty (150) SMM tools and services Up-to-date information on market trends and M&A activity in the SMM market, and A guide for selecting and using SMM tools and services. VENDOR EXPERIENCE: UNDERSTAND KEY SOCIAL MEDIA MONITORING CONCEPTS, FUNCTIONS AND APPLICATIONS SEE HOW THEY CAN BE APPLIED WITHIN YOUR ORGANIZATION UNDERSTAND SMM MARKET AND MARKET TRENDS - MARKET DYNAMICS - TECHNOLOGY INNOVATION - CUSTOMER POSITION LEARN ABOUT SMM TOOL COVERAGE AND KEY FEATURES QUESTIONS TO ASK AND FACTORS TO CONSIDER WHEN SELECTING SMM TOOL AND SERVICES PRICING AND PRODUCT AND SERVICE AVAILABILITY LEARN ABOUT DIFFERENT PRODUCT AND SERVICES, PRICING PLANS AND FREE OFFERS - CLIENTS SERVED - # OF YEARS IN SMM BUSINESS - INDUSTRY FOCUS - COMPANY SIZE FIGURE 1. Strategic Approach to Selecting and Employing SMM Tools and Services We hope to enable companies and individuals to make effective decisions about the use of monitoring tools and services for their purposes, based on their specific business needs, objectives and budget, as the ideal solution for one business may not often be the best option for another business. For that reason, we made a concerted effort to explain some of the key features and factors that characterize current products: Data management features such as data coverage, data latency, alerts, data export, Application Programming Interface (API) integration, data archiving, Data analysis and visualization features, including sentiment analysis, influencer profiling and analysis, viral content tracking and analysis, trend analysis, topic and theme analysis, word/tag cloud, competitive monitoring and analysis, predictive analytics, campaign management and measurements, Process management and user interface, including dashboard, workflow management, Client Relationship Management (CRM), engagement, and Factors influencing purchasing decisions, including industry pricing, key clients that have been mentioned in online resources, product applications, industry focus, company size and year when the tool or service was made publicly available, (see FIGURE 7 - Timeline). This year's report provides valuable comparisons of products based on the social media monitoring functions and product applications, data management features, data analysis and visualizations features, process management and user interface features, as well as pricing and client listing. The report also includes a number of enterprise based social media management (SMM) and social media

10 marketing platforms, which may offer some key social media monitoring features, but may also assist businesses in managing multiple social media accounts, content creation, publishing and moderation, workflow and permissions, data analytics, reporting and integration capabilities across enterprise. Because the landscape of the market changes rapidly and the SMM tool providers are constantly redesigning features and introducing new technologies, we also provide links to the tool websites and contact information. Thus the readers can easily access the latest information and review tool updates. 1.1 Who Will Benefit from this Report? Information in this report can be useful to a broad range of organizations and individuals who are interested in specific SMM tools and services and the overall market trends, in particular: Mature businesses that want to broaden their understanding of the SMM tools and decide whether to develop their own tools or use external solutions Start-up, small and midsize companies that want to leverage SMM tools and services to monitor social media communications and activities and reach their potential customers in an efficient and effective manner Providers of SMM tools and service that are interested in the competitive landscape and possibilities for partnerships, sales, or acquisitions Social media consultants who are looking for information about tools and tool features to complement their resources and expand their services Investors who are looking for investment opportunities and seeking information on technologies and companies. 1.2 Scope of the Report Through extensive secondary research and interviews with experts and social media monitoring vendors, we collected information on 245 SMM technologies and services. We carefully examined tool descriptions on the official company and product Web site and supplemented that information with product reviews, vendors comments, and market reports in order to create a comprehensive profile for each SMM tool and service. The profiles are presented in the second part of the report, which is available as a separate document. The information in each of the 245 profiles is laid out in a uniform and structured way to provide a reader with an easy way to browse and learn about each SMM tool: Name of the tool or service Name of the provider Contact information Leadership Geographical coverage Company status Official name found at the official Web site Name of the company providing the tool or service Tool Website URL Address, Telephone, Address Name of the Founder, CEO, or Director Location of the Company Headquarters (HQs), SMM technology providers' offices worldwide, language and market coverage. Privately or Publically Owned

11 Vendor's company size Industry focus Key product applications Product and service availability Monitored social media Language coverage Tool functionality Third party technology Tool and service availability Tool description and product features Year of tool or service introduction Number of employees Company/tool specialization in major industry segments (if any) Specific product applications (e.g., Marketing, PR, Reputation Management, Market Research, Customer Care, Sales and Lead Generation, HR, Legal and others) Software Hosted, On-Premise, Mobile, White Label, Agency, Consulting All, Twitter, Facebook, Google+, LinkedIn, Video and Photo sharing sites, Social Bookmarking, Forums, Blogs, etc. List of languages for text detection and sentiment analysis Listening, Monitoring, Tracking, Analyzing, Engaging, Publishing, CRM, etc. Whether a tool is using third party monitoring technology Release products, pilots, free and fee based Description of key features, published client list, pricing information, media and language coverage, etc. The year the tool was publicly released. We want to thank the following SMM technology companies for taking time to review their profiles, so our clients can get the most up-to-date information on their products and services: Adobe Systems Incorporated (Adobe Social), About Social Movements S.L. (Asomo), AlchemyAPI (AlchemyAPI), Astute Solutions Inc. (Astute SRM), Augure (Augure Monitor/ former imente), bc.lab GmbH (bc.lab), BIG Social Media GmbH/USU AG (BIG Screen/BIG Connect), Brandwatch (Brandwatch), Buzzcapture B.V. (Buzzcapture), BlogMeter (BlogMeter Social Listening, BlogMeter Social Analytics, BlogMeter Social TV Listening), BrandProtect Inc. (BrandProtect SMART Platform), Brand24 (Brand24), Cisco Systems, Inc. (Cisco SocialMiner), Clipit News B.V. (Clipit), CNW Group (MediaVantage), Cognita AG (BlueReport), complexium GmbH (complexium MATRIX, GALAXY, KYEPLEX), Cogia Intelligence (CI Web 3.0 Observer/CI Webaudit), Converseon (Conversation Miner ), Crimson Hexagon (Crimson Hexagon s ForSight platform), Curalate Inc. (Curalate), Customer Experience IQ, Inc./formerly Amplified Analytics, Inc. (Brand Customer Experience (CX) Analysis), CyberAlert Inc. (CyberAlert s Tools), Cyveillance/ QinetiQ (Cyveillance Brand Intelligence and Social Media Watch ), Dialogix (Dialogix), Digimind (Digimind Intelligence, Digimind Social), Digital Tomorrow Today Ltd. (BirdSong), Dow Jones & Co. (Factiva), Engage121 (Engage121), Echobot Media Technologies GmbH (Echobot), Engagor (Engagor), Genpact Ltd. (Genpact's Social Media Research and Media Monitoring), HubSpot Inc. (HubSpot), IBM (IBM Social Media Analytics, IBM SPSS Modeler Premium), Infospeed GmbH (web2monitor ), isentia (BuzzNumbers), IQBuzz (IQBuzz), Kampyle (Kampyle), Landau Media AG (Landau Media Online Monitoring), Lexalytics (Salience and Semantria), Linkfluence SAS (Linkfluence Radarly), Lithium Technologies, Inc. (Lithium Social Web, Klout), Lodging Interactive (ChatterGuard), Medimix International (Scanbuzz), Mention (Mention.com), Microsoft Corporation (Microsoft Social Listening), Nielsen Social/The Nielsen Company (Nielsen Social), Netbase Solutions, Inc. (NetBase Social Intelligence Platform, The NetBase LIVE Pulse ), Moreover Technologies, Inc. (Moreover Technologies Metabase, Newsdesk), Oracle

12 Number of Tools and Services Social Media Monitoring Tools and Services Report Excerpts, October 2014 Corporation (Oracle Social Engagement and Monitoring Cloud Service), Revinate Inc. (Revinate), Review Rank S.A. (ReviewPro), Rio SEO Inc. (Rio Social Analytics ), SAS Institute Inc. (SAS Social Media Analytics), SemanticForce Inc. (SemanticForce), SDL Plc (SDL Social Intelligence: SM2 Social Media Monitoring and Customer Journey Analytics), SnapTrends, Inc. (SnapTrends-Social Intelligence System), Social Figures (BrandCare), Social Media Broadcasts (SMB) Limited (Klarity Analytics), Social Media Research Foundation (NodeXL), Social Searcher (Social Searcher), Spotter SA (Spotter), Tracebuzz (Tracebuzz), Trackur LLC (Trackur), ubermetrics Technologies GmbH (ubermetrics DELTA), VOZIQ Inc. (VOZIQ), Wobot Ltd. (Wobot), YouScan RUS Ltd. (YouScan), VICO Research & Consulting GmbH (VICO), and others. 2. FEATURED SMM TOOLS AND SERVICES We collected information about two hundred fifty (245) SMM tools and services. Here we list them based on their availability, geo-location and the year of their public release. 2.1 SMM Tools and Services by Availability Among the featured SMM tools and services: One hundred ninety four (194) are operated as paid tools and services Twenty one (21) are currently offering both free and paid services, and Thirty (30) are free tools (see Section for more details). SMM Tools and Services by Current Status Paid Paid/Free Free FIGURE 2. SMM Tools and Services by Current Status

13 TABLE 1. Paid SMM Tools and Services (Total 194) Adobe Social Agility (PR Newswire) AMI Opinion Tracker Appinions Asomo Astute SRM Attensity Analyze, Attensity Respond, Attensity Command Center, Attensity Pipeline Augure Monitor (former imente) BadgerCA / BadgerRisk bc.lab Beevolve Social Media Monitoring & Insight Platform BIG Screen /BIG Connect BirdSong BlogMeter bluereport (Cognita AG) Brand24 BrandChats (Tinval) Brand Embassy Brand Customer Experience (CX) Analysis (Amplified Analytics) BrandMetric BrandsEye BrandSpotter Brandtology Brandwatch Buddy Media BurrellesLuce imonitor Buzzcapture BuzzForce and Social Media Dashboard /Oceanus Buzzient Enterprise BuzzNumbers BuzzWatcher /AT Internet ChatterGuard CI Web Observer 3.5, CI Web Audit/Cogia Intelligence Cisco SocialMiner CisionPoint Cision Social Media Clipit Cogito Search Explore Engine Commetric Media Analyser complexium MATRIX, GALAXY, KYEPLEX Conversation Miner (Converseon) CyberAlert s Tools Cyveillance Brand Intelligence and Social Media Watch Daumsoft Mining Minds Dialogix Digimind Intelligence Digimind Social Digital PR/Vox Populi Ebuzzing Social ecairn Conversation Echobot Engage121 Engagor ethority Social Media Monitoring and Research evolve24 Expion Factiva (Dow Jones) FirstRain FirstTweets (FirstRain) ForeSee Satisfaction Analytics Genpact's Social Media Research and Media Monitoring Gorkana Radar Heartbeat (Sysomos/Marketwired) Hearsay Social Marketing HelloSociety HP Explore / formerly Autonomy Explore HubSpot IBM Social Media Analytics IBM SPSS Modeler Premium Impact 360 Text Analytics Imooty Impactwatch Infegy Atlas InfoNgen Influence Analyser/ Commetric Infospeed web2monitor Integrasco IQBuzz IWOMmaster Platform (CIC/Kantar Media) J.D. Power Social Media Insights JamiQ Kampyle Kantar Media X-tracker Klarity Analytics Landau Media Online Monitoring Lenz/ former Press Army Lexalytics Salience 5 Linguamatics I2E Linkfluence Radarly ListenLogic Social Media Analytics Lithium Social Web Loudpixel M-Adaptive Media Analysis Platform (MAP) (Sysomos/Marketwired) MediaMiser Enterprise MediaVantage MotiveQuest mpact, mpact Connect MutualMind Nasdaq OMX Media Measurement and Analysis (formerly Thomson One PR) NetBase Social Intelligence Platform NetBase LIVE Pulse NetEquity Netmonita (Intelligence Technologies) Netvibes Nexamaster, NexaLive, NexaMe, NxAPI (Nexalogy Environics) Next Analytics Social Media Dashboard Newsdesk / Moreover Technologies Nielsen Social NUVI Onalytica Opinion Tracker Oracle RightNow CX Oracle Social Engagement and Monitoring Cloud Service OutMarket (formerly Vocus Marketing Suite) Piqora PeopleBrowsr Positive Press (Iterasi) Pulsar TRAC QuestBack Radian6 (Salesforce.com) Raven Social Reputation Control Reputation Defender RepuTrace /RepuTrack Revinate Review Pro Rio Social Analytics Semantria Sendible SAS Social Media Analytics Scanbuzz SEER (VML, Inc.) SemanticForce Sentiment (Sentiment Metrics) SentiMetrix Serendio Voice of The Customer (VOC) Shoutlet Silverbakk SIM Score (Razorfish) SDL Social Intelligence: SM2 Social Media SMART Platform (BrandProtect) SmartFocus SnapTrends - Social Intelligence System Social360 Social Figures / BrandCare SocialEye (Overdrive Interactive) SocialEyez SocialMetrix Echo Sonar - Online Earned Media Insight Source Metrics (former SWIX Analytics) Spiral16 Spotter Spredfast Social Media Management System Sprinklr Social@Scale Sprout Social StatsMix Symscio Simplify360 Syncapse Measurement & Analytics Suite Synthesio Global Listening Platform, Synthesio Unity Engagement Platform Telligent thismoment Brand Monitor ThoughtBuzz Traackr Tracebuzz Trackur tracx TrustYou ReviewAnalyst Twelvefold Twilert ubermetrics DELTA ubervu Venuelabs/former Valuevine VendAsta's Reputation Management Platform VICO Viralheat Visible Intelligence Vocus PR Suite VOZIQ WaveMetrix WE Twendz pro (The) WExPulse Webtrends Social Measurement (Radian6)

14 Crimson Hexagon ForSight Curalate CustomScoop Media Monitoring MeaningMine Meltwater Buzz Microsoft Social Listening Moreover Metabase Monitoring and Customer Journey Analytics Wobot YouScan Zeta Hub/ Zeta Social TABLE 2. SMM Tools with Free and Paid SMM Services (Total 21) AlchemyLanguage Coosto E.Life Buzzmonitor Hashtags HootSuite Free, HootSuite Pro, HootSuite Enterprise (HootSuite) Klout Kred (PeopleBrowsr) Mention muwebfluenz PiQ/PeerIndex Postano Simply Measured Social Buzz Social Searcher Tagboard Talkwalker Topsy Twingly Twitalyzer (Web Analytics Demystified) TweetBeep Zuum Social TABLE 3. Free SMM Tools (Total 30) Addict-o-matic Blogsearch Board Reader Boardtracker Del.icio.us Facebook Insights Friend Feed Google Trends Marketing Grader Meltwater IceRocket Mentionmap MetaCaffe NodeXL Omgili Samepoint Search (Facebook) Social Mention TipTop Topsy Free Analytics Twazzup TweetDeck Twitscoop.com twitt(url)y Twitter Analyzer Twitter Grader Twitterfeed Twitter Search Viral Video Chart Who's Talkin Xefer Twitter Statistics 2.2 HQs Locations of SMM Tool and Service Providers The majority of SMM providers featured in this report have their headquarters (HQs) in the USA. Indeed, out of 245 SMM tools and services, 129 (53%) are offered by companies in the USA. From the remaining ones, 26 (11%) are in the UK, 14 (6%) in Canada, 13 (5%) are in Germany, 11 (4%) in France, 6 (2%) in Russia, 4 (1.6%) in Spain, Sweden, Israel, and Netherlands, 3 (1%) in each China, Australia, Italy, and Singapore, and 2 (1%) in Norway. In TABLE 4 we provide the breakdown of the SMM tools and services based on the location of their companies HQs. TABLE 4. Distribution of SMM Tools and Services by Provider s HQs Location HQs Location Number of Tools/Service Providers HQs Location Number of Tools/Service Providers United States 129 Argentina 1 United Kingdom 26 United Arab Emirates 1 Canada 14 South Korea 1 Germany 13 India 1 France 11 Switzerland 1

15 Number of Tools and Services Social Media Monitoring Tools and Services Report Excerpts, October 2014 HQs Location Number of Tools/Service Providers HQs Location Number of Tools/Service Providers Russia 6 Brazil 1 Sweden 4 Ukraine 1 Spain 4 Poland 1 Israel 4 Austria 1 Netherlands 4 Ireland 1 China 3 Japan 1 Australia 3 Belgium 1 Italy 3 Luxembourg 1 Singapore 3 South Africa 1 Norway 2 Chile 1 Finland 1 Many SMM technology providers featured in this report have pronounced local and international presence delivering services from multiple locations across the world. Indeed, out of 131 vendors with HQs in the United States, 57 (44%) have also offices in the EMEA region and 35 (31%) in the ASPAC region. Similarly, out of 85 SMM technology providers with HQs in the EMEA Region, 42% 2.3 Emergence of the SMM Tools and Services over the Past Decade The majority of the SMM tools and services featured in this report were introduced in the period from 2007 to The years 2011 and 2012, with twenty one (21) and sixteen (16) new tools respectively, show that the market growth has significantly slowed down from the previous years. Featured Monitoring Tools/Services by The Year of Introduction (Period ) (1st The Year of Tool Introduction Half) FIGURE 3. Featured Social Media Monitoring Tools/Services by the Year of Introduction (Period )

16 3. SOCIAL MEDIA MONITORING AND APPLICATIONS 3.1 Definition of Key SMM Concepts SMM concepts refer to the elements that define a SMM process and technologies it employs. Definition of SMM Tools The concept of social media monitoring is simple. Organizations use SMM technologies to tap into the vast ocean of social media data to reveal mentions of their brand, topic of interest, companies and products to gain real time actionable insights and respond appropriately. SMM tools are software applications, which enable companies to gather, categorize, analyze, monitor and possibly engage in online conversations about companies, brands, products, competitors, industry and other topics across different social media platforms. They help businesses analyze data and identify business insights, understand their customers, prospects, key industry influencers and opinion leaders, and discover in real time what they are saying about their brand, products, reputation and their competitors across the social Web. Significant number of tools offers engagement function, which allows organizations to participate in these conversations in real time, as well as workflow management support to assist with the dissemination of social media data within the organization and coordination of the analysis and responses Majority of SMM tools gather data from multiple social media sources and in different formats (e.g., posts, articles, pdf, ppt, Word, , images, videos, etc.). In the following table we have identified the common social media platforms (see TABLE 5) captured by SMM tools. TABLE 5. Common Social Media Platforms Social networks e.g., Facebook, Google+, LinkedIn, Viadeo, MySpace, Meet-up, Tagged, Gather, Friendster, Netlog, Bebo, Orkut, Skyrock, Foursquare (location based), Doximity, Ning, Digg, Naymz.com, doc2doc, VKontakte (Russia), Odnoklassniki.ru (Russia), Tuenti (Spain), Linternaute Copains d Avant (France), Hyves (Netherlands), StudyVZ (Germany), MeinVZ (Germany), iwiw (Hungary), Hyves.nl (The Netherlands), MiGente.com (Hispanic SN), Sonico (Latin America), Koprol (Indonesia), Mixi (Japan), 51.com (China), Bai Shehui/Sohu (China), Douban (China), Kaixin001 (China), Pengyou (China), Qzone/Tencent (China), RenRen (China), Ushi.cn (China), and others Discussion boards and reviews: - Forums (e.g., vbulletin, IMDb, moneysavingexpert.com, mumsnet.com, pistonheads.com, babycenter.com), - Classified (e.g., CraigList), - Consumer reviews (e.g., Amazon, TripAdvisor, Review Centre, CNET, urbanspoon.com. Glassdoor), - Business rating and reviews (e.g., yelp.com, Customer Lobby, Epinions.com) - Chat rooms, message boards, - Community Q&A (e.g.,wikianswers, Yahoo! Ansers, Google Answers, Quora, LinkedIn Answers) Micro-blogging / micro messaging e.g., Twitter, FriendFeed, Google Buzz, Tumblr, Plurk, Storify, Identi.ca, Sina Weibo (China), Tencent Weibo (China), Plurk (Taiwan), Nate Connect (South Korea), Me2Day (Korea), and others Blogs e.g., WordPress, TypePad, LiveJournal, MovableType, Blogger, Disqus, Blogdrive, Blogster, thoughts, Squarespace, Google s Blogspot, Itsmy, Tistory (South Korea), Blogbus (China), and others Multimedia sharing services: - Photo sharing (e.g., Flickr, Photobucket, Fotolog, Picasa, Imageshack, Tinapic, Tynapic, Twitpic, Webshots, Snapchat, Kaptur, Fotolog, Imgur, Instagram, Fotki, Pinterest - a pinboard-style social photo sharing website), - Video sharing (e.g., YouTube, Vimeo, Vine, Twitvid, Metacafe, DailyMotion, VideoLectures.net), - Livecasting (e.g., Skype, Livestream, JustinTV, Ustream, BlogTV), - Music and audio sharing (e.g., Last.fm, ccmixter),

17 - Interest Communities (e.g, Travel Social, Dating Network, Business Social, Enterprise Social, Light Blog, Photo Social, Short-vide Social, Social E-commerce) and others Video Blogging - A form of blogging that uses video rather than text/audio as its primary media source (e.g., Rocketboom) RSS e.g., Bloglines, FeedBurner Events e.g., Meetup.com, Eventful Social bookmarking and social tagging e.g., Delicious, StumbleUpon, Diigo, Evernote, MeiWei (a sistersite of Delicious for Chinese users) Social news e.g., Digg, Reddit, Topix Virtual world e.g., Second Life Instant Messaging - Presentation sharing (e.g., SlideShare, Scribd), - Podcast and other forms of audio content (e.g., itunes, Podcast, Librivox, ESPN, NPR) Wikis Collaborative publishing, e.g., Wikipedia, Wikimedia, Wikihow, Baike.com (China) Social gaming e.g., Zynga Mobile social e.g., Kik, Snapchat, WhatsApp Messenger, MessageMe, WeChat Widgets Mini web applications for distributing or sharing content across the social Web such as Share This. Mash-ups and others. Social networks, discussion boards, blogs and micro-blogs, wikis, multimedia sharing services and similar sites leverage the Internet infrastructure and are often referred to as the social Web. Within enterprises, the social Web has its counterpart in various internal services that promote information sharing and social interaction among employees, including the traditional means of communication such as and instant messaging. While many recognize the importance of supporting and managing internal social activities, the focus is on rapidly evolving social platforms on the Web. At the same time, many features of the SMM tools and services could be applied to internal social data. Almost all SMM technology providers deliver their SMM technology software as a service, rather than selling licensed software. The end consumer simply uses the services through a browser and the running, maintaining, and scaling the software are handled by the SMM technology provider seamlessly to the end user. The software is upgraded fairly frequently by the provider and is available 24X7. SMM tools differ in terms of technology, coverage, key features, and pricing. Typically, SMM may combine several technologies, including: Web crawling and cleaning, term extraction technology to extract important terms and "topic" keywords from HTML pages and text documents/content... Excerpts only - to read more please order the Part1 of the SMM Tool Report or visit our publication page for more information. 3.2 SMM Product Applications and Benefits Understanding the benefits and possible applications of social media monitoring is of the utmost importance. Relevant social data collected and analyzed by SMM tools has to be available in the context of everyday business processes in order to be useful and actionable. Nevertheless, many companies often use the wrong metrics to measure their performance, particularly when it comes to social media. Metrics generated by SMM tools, such as number of tweets, Facebook likes, unique visitors, page views are only useful if they can be tied to the company's sales as a result of customer

18 liking or tweeting to company's purchasing path. To measure the value of their social media activities, companies should look at the overall results the company is generating and carefully examine how social media was engaged in increasing their bottom lines through growing revenue and increasing efficiency. For that reason, before we get into more detailed discussion about SMM product applications, it is important to understand the ways the social media can impact your business performance (see FIGURE 5). Generate More Qualified Leads Shorten the Sales Cycle Create Thought Leadership Increase Sales, Market Share, Customer Retention, Operating Margin, ROI Improve Visibility, Awareness, Advance Brand Advocacy and Increase Brand Value Improve Brand Reputation and Counter Negative Perception Identify and Create New Partnerships Reduce Marketing, Market Research, Research & Development, IT, Recruitment, and other Operating Costs Test Ideas and Launch Product Improve Customer Services, Experience, Satisfaction and Customer Retention FIGURE 5: The Ways Social Media Monitoring and Engagements Can Impact Your Business Performance Social media can help companies increase sales, market share and ROI by fulfilling the following business goals: Generate more qualified leads through social media marketing by building strong relationships, visibility and awareness across social media channels that may, in a long run, convert to recurring sales in their core business. For instance, companies can use social media to point to a company website, sell directly within social networks, or use social media to gather registrations via offers. They can increase sales to new customers through Word of Mouth or gain viral spread by urging their fans and followers to share company's Excerpts only - for information on other product applications please order Part 2 of the Social Media Monitoring Report or visit our publication page for more information.

19 SMM Product Applications Based on the analysis of 245 SMM tools, we have identified a number of applications of SMM technologies across all aspects of businesses including Marketing and Corporate Communications, Event Management, Public Relations (PR), Search Engine Marketing, Market Research, Advertising, Investor Relations (IR), Social Media Marketing, Business Development, Sales and Leads Generation, Business Development, Product R&D and Innovation Management, Operations, Customer Services, Legal and Human Resources (see TABLE 5). Marketing & Corporate Communication Social Media Marketing Market Research Public Relations (PR) Investor Relations (IR) Product R&D and Innovation Management Event Management Advertising Operations Human Resources Search Engine Marketing Business Development, Sales and Lead Generation Customer Services Legal FIGURE 6: Key Applications of SMM Tools Social Media Monitoring has delivered clear benefits in various businesses areas such as: Customer Services: Businesses that place customers in the core of their company strategy have been using social media monitoring tools to 1) Proactively identify issues or issue clusters that are common causes of customer dissatisfaction, before they go viral and become problems, and significantly lower the cost of issue containment by acting early, 2) Listen out for customer complaints and queue and route issues to the appropriate team to respond to questions and complaints in a timely manner, 3) Turn detractors into advocates by responding promptly to customers questions and complaints, 4) Manage relationships with their current and prospective customers and improve customer satisfaction and retention by creating opportunities to engage with consumers, 5) Reduce costs of resolving customer issues and lowering.. Excerpts only - for information on other product applications please order Part 2 of the Social Media Monitoring Report or visit our publication page for more information.

20 4. MARKET TRENDS In this section, we discuss and elaborate on the key market trends in social media monitoring market and present the findings by focusing on market growth, market dynamics, technology innovation, and customer position: Market Growth SMM market continues to demonstrate further growth Market Dynamics Big Technology Companies entering the market Partnerships on the rise to deliver more strategic insights for businesses Emergence of Social TV Opens New Opportunities for SMM and Analytics Rising Merger and Acquisition Activity In 2014 More Vendors Offering Combination of Free and Fee Based SMM Tools and Services To Create Demand for Paid Services Technology Innovation Continuous advancement in SMM technologies and features o Expansion of Language Coverage o Expansion of Media Coverage o Increased Industry Specialization o Technology Partnerships On The Rise o More Structured Approach to Online Monitoring and Engagement o Bringing Owned and Earned Media Together o Taking on The Challenges of Developing Right Metrics o Increased Importance of Social CRM o Increased Popularity of Smart Data and Predictive Analytics o Image Recognition Analytics on the Rise o Increase Importance of Mobile Platforms Customer Position Increasing adoption and investment in social media technologies Business looking at Big Data and new kind of analytics Businesses still struggling with the tool selection and social media monitoring Excerpts only - for more detailed information on Market Trends please order Part 2 of the Social Media Monitoring Report or visit our publication page for more information.

21 =+ Social Media Monitoring Tools and Services Report Excerpts, October A GUIDE TO SELECTING AND USING SMM TOOLS AND SERVICES A majority of businesses are beginning to use SMM tools and services tactically, e.g., by analyzing daily activities across specific social media to track online conversations around their brands, respond to negative comments, or evaluate their marketing campaigns. However, SMM provides opportunities for a more strategic approach. 5.1 Planning for Success Investment in SMM requires careful consideration. In order to realize a long term value from SMM one needs to integrate SMM with other business processes. This may include measuring the strategic business impact of social media marketing, strengthening initiatives for social customer engagement, expanding strategies for increasing retention and revenue from current customers, or implementing social media campaigns to acquire new customers, and so forth. By having a clear understanding of how SMM supports business, one can make a transition from tactical to strategic use of SMM. To that effect the companies should Set clear measurable social media goals and priorities against core business objectives and define key business and social media metrics... Excerpts only - for more information on this Section, please order the full Report - Part 1; or visit our publication page for more information. 5.2 Consideration of Key Features SMM technology providers aim at delivering unique SMM solutions in terms of technologies they apply, key features and pricing they offer. This often presents challenges to organizations that are just embarking on SMM or upgrading their existing SMM activities and it is difficult to make an informed decision without having an overview of the current options and new trends. For that reason, we compiled information about key features of 245 tools and services in our sample: Data management features such as data coverage, data latency, alerts, data export, Application Programming Interface (API) integration, data archiving, Data analysis and visualization features, including sentiment analysis, influencer profiling and analysis, viral content tracking and analysis, trend analysis, topic and theme analysis, word/tag cloud, competitive monitoring and analysis, predictive analytics, campaign management and measurements, Process management and user interface, including dashboard, workflow management, Client Relationship Management (CRM), engagement, and Factors influencing purchasing decisions, including industry pricing, key clients that have been mentioned in online resources, product applications, industry focus, company size and year when the tool or service was made publicly available, (see FIGURE 8 - Timeline). We expect that these aspects will be important for outlining the SMM strategy and selecting specific providers.

22 The Tool Key Features and Factors Impacting Selection Process Data Acquisition Coverage Media Coverage Data Management Alerts Data Export Application Programming Interface (API) Integration Data Latency Data Cleaning For Spam Language Coverage Geographic Coverage Industry Specific Coverage Data Archiving Media Statistics Filtering and Sorting of Results Sentiment Analysis Automated Influencer Profiling and Analysis Human Data Analysis and Visualization Viral Content Tracking and Analysis Trend Analysis Topic and Theme Analysis Word/Tag Cloud Competitive Monitoring and Analysis Predictive Analytics Process Management and User Interface Campaign Monitoring and Measurements Dashboard Workflow Management Engagement Function / Publishing Customer Relationship Management (CRM) Standard/ Pre-defined Customizable Factors Pricing Clients Year of Product Release Product Applications Industry Focus Company Size FIGURE 15. The Tool Key Features and Factors Impacting Selection Process

23 5.2.1 Data Management Coverage The coverage of SMM tools and services typically refers to four key aspects: media coverage, language coverage, geographic market coverage and industry coverage. Social Media Coverage - Each tool tracks different social media platforms such as blogs, microblogs (e.g., Twitter), social networks (e.g., Facebook, LinkedIn), forums, and others. When deciding which SMM tools and services to use, it is important to consider those that provide adequate coverage and the social media that are of interest. In addition, companies should verify if SMM providers have their own crawlers and data centers or they simply buy their data in. TABLE. 8 SMM Product Comparisons by Media and Language Coverage Product/Company Information Media Coverage Language Coverage Brandwatch Social networks (e.g. Facebook, Google+, RenRen), Microblogs (Twitter, Sina Weibo), Video and image sharing sites (e.g., YouTube, Imgur, Instagram, Vimeo, Dailymotion, Flickr), Blogs (e.g., WordPress, Blogger, Typepad), Discussion forums, News services (international, national and regional), Corporate sites, Q&A sites, Review sites Languages: Brandwatch language coverage spans across 27 languages (which includes automated sentiment and topic analysis), including Arabic, Brazilian Portuguese, English, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, Egyptian Arabic, Farsi, Finnish, French, German, Greek, Gulf Arabic, Hebrew, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (European), Russian, Romanian, Spanish, Swedish and Turkish. Geographic Coverage: Global (coverage is based on language, not location) Crimson Hexagon ForSight platform An extensive media coverage including Twitter, Facebook, YouTube, Instagram, Google+, Sina Weibo, consumer reviews, blogs, forums, online news sites and others Languages: (any); Its algorithms are language-independent. User can train the system in a specific language and it performs with any data set regardless of the source of language. Geographic Coverage: Worldwide Excerpts only - for more detailed description of each of the key product features accompanied with a sample list of companies offering a particular feature, please order the full Report - Part 1; or visit our publication page for more information SMM Product Comparison Based on the Key Data Management Features In the TABLE 10, we compare the SMM products based on the key data management features: Alerts, Data Export, API Integration with 3rd Party Technologies, and Data Archiving.

24 TABLE 10. SMM Product Comparison Based on the Key Data Management Features: Alerts, Data Export, API Integration, and Data Archiving List of SMM Tools and Services Product/Company Information Alerts Data Export API Integration Data Archiving Brandwatch Yes Yes Yes Yes Crimson Hexagon ForSight platform Yes Yes Yes Yes Excerpts only - for more detailed description of each of the key product features accompanied with a sample list of companies offering a particular feature, please order the full Report - Part 1; or visit our publication page for more information SMM Products Comparison based on the Data Analysis and Visualizations Features In the TABLE 19, we compare the SMM products based on the key data analysis and visualization features: sentiment analysis, influencer analysis and profiling, trend analysis, topic/theme analysis, word/tag cloud, competitive analysis, campaign management and monitoring based on the vendor's profiles. TABLE 19. SMM Product Comparison Based on the Key Data Analysis and Visualization Features: Automated Sentiment Analysis, Human Sentiment Analysis, Influencer Analysis and Profiling, Trend Analysis, Topic/Theme Analysis, Word/Tag Cloud or Clusters, Competitive Analysis, Campaign Management and Monitoring Product/Company Information Automated Sentiment Analysis Human Sentiment Analysis Influencer Analysis & Profiling Trend Analysis Topic /Theme Analysis Word / Tag Cloud or Clusters Competitive Analysis Campaign Mgmt & Monitoring Brandwatch Yes Yes Yes Yes Yes Yes Yes Yes Crimson Hexagon ForSight platform Yes Yes Yes Yes Yes Yes Yes Yes Excerpts only - for more detailed description of each of the key product features accompanied with a sample list of companies offering a particular feature, please order the full Report - Part 1; or visit our publication page for more information Products Comparison Based on the User Interface and Process Management Features In the TABLE 20, we compare the SMM products based on the process management and user interface product features: customizable dashboard, workflow management, engagement function, and CRM System.

25 TABLE 20. SMM Product Comparison Based on Process Management and User Interface: Customized Dashboards, Workflow Management, Engagement, CRM Product/Company Information Customizable Dashboard Workflow Management Engagement Function Publishing Offer CRM System or Integration with 3rd party products Adobe Social Yes Yes Yes Yes Brandwatch Yes Yes Yes Allows integration with third party CRM systems 5.3 Pricing and Clients As more organizations are adopting social media monitoring platforms to inform their marketing and business strategy, cost issues and the vendor s experience are becoming quite important. Social media monitoring budgets might vary based on the level and complexity of organization s business and social media goals, and will include not only the fee and the cost of tools they plan to employ Here we provide a partial list of past and current clients, as well as pricing information for more than 150 SMM tool and service providers obtained from the publicly available sources or directly from SMM technology vendors. TABLE 21. Pricing and Sample Client List (as of September 2014) SMM Tools & Services (Alphabetical Order) Pricing Information Key Clients Adobe Social Hosted and delivered via on-demand subscription service with price that can reach the total of 60,000 per year. BET Networks, Caesars Entertainment, Condé Nast, EF Englishtown, Honda, Monster, Scripps Networks, Shell, SkyBet and many others Digimind Social Pricing starts at 339/month ($499/month) and includes unlimited users, customer support, Dedicated account manager, Monitoring Module, Analysis Module, Engagement Module, TOP Reputation Module, ROI Measurement Module and Smart Reporting Module. Digimind s diverse client base ranges from mid-size organizations to large blue chip companies and public bodies, around the world and across industries. Its specialized software solutions help its customers gain real competitive advantage and achieve their business objectives. Here is a partial list of Digimind's clients: Akamai, Alstom, Atos, Barclays, Bayer, Bloomberg, BNP Paribas, BP, Delloite, EDF, GE, GlaxoSmithKline, Google, Lexus Asia, LVMH, McDonalds, Mentos, Merck, Microsoft, Nestle, Orange, Quintiles, Renault, Samsung, Schneider Electric, Siemens, Societe General, Zurich Insurance, and others. Excerpts only - for more detailed description of each of the key product features accompanied with a sample list of companies offering a particular feature, please order the full Report - Part 1; or visit our publication page for more information.

26 Social Media Monitoring Tools and Services Report 2014 Part 2: SMM Tools and Services Directory Content: Profiles of 245 Social Media Monitoring Technologies and Services 2. PROFILES OF PAID SMM TOOLS AND SERVICES In this section we provide information on paid SMM tool and service providers that we compiled from Augustl-September We carefully examined tool descriptions on the official company and product Web site and supplemented that information with product reviews, market reports and vendors comments in order to create a comprehensive profile for each SMM tool and services. Information in the profiles is laid out in a uniform and structured way to support easy browsing and learning about the SMM tools. In addition, significant number of the product profiles includes one or several screenshots of the product user interfaces that further illustrate the product functionality and increase the reader familiarity with the SMM solution. We also include links to the tool Websites and contact information so that readers can easily access the latest information and obtain the most recent tool updates. As a part of the report excerpts, we have included several sample profiles from the Social Media Monitoring Tools and Service Directory 2014: bc.lab, bc.lab GmbH (Germany) Brandwatch, Brandwatch (United Kingdom) Crimson Hexagon ForSight, Crimson Hexagon (United States) Cyveillance Brand Intelligence and Social Media Watch, Cyveillance/QinetiQ (United States) Digimind Social, Digimind S.A. (France) Genpact's Social Media Research and Media Monitoring, Genpact Ltd (United States) Lexalytics Salience 5, Lexalytics (United States) Social Figures / BrandCare, Social Figures (Australia) YouScan, YouScan RUS, Ltd. (Russia) VICO, VICO Research & Consulting GmbH (Germany)

27 bc.lab Company Name: bc.lab GmbH HQs/Country: Germany Company Type: Private Number of Employees: 15+ Website: Introduction of the Tool: 2001 Types of Media Tracked: Facebook, Google+, Microblogs (e.g., Twitter), Blogs, Forums, YouTube, Radio, TV, Online News, Print Media Areas: Monitoring, Analysis, Engagement Languages: 42 Management: Contact: Offices: Direct Peter Bernskötter, CEO Kathrin Ciompa, Director, Social Media bc.lab Agentur für Online Relations GmbH, Holländische Reihe 31a, Hamburg, Germany; Tel.: Europe: Hamburg (Germany) General Peter Bernskötter, CEO, Product Overview bc.lab is one of the leading German providers of social media monitoring and social media analysis supporting leading international clients. bc.lab offers high quality, customized cloud-based social media monitoring solutions combined with the expertise of social media analysts and IT professionals geared to address its customers' objectives by keeping them up to date and informing them about opinions, discussions and key issues related to their company, brand, products and competitors. The platform offers a comprehensive view of current discussions, sentiments, trends and opinions across social and traditional media sources, and takes into account company internal communication processes and workflow. It also offers a practice-proven and reliable warning system, krisen.radar Earlywarning System, enabling companies and organizations to identify crisis issues before they escalate. As a result, bc.lab enables its customers to identify potential crises at an early stage of development in support of their issue and reputation management functions, as well as in evaluation of their marketing and PR campaigns. bc.lab also offers specially adapted monitoring technologies to tackle closed Chinese social media and internet space, relying on manual and automated translation capabilities and highly professional Chinese-speaking social media analysts. Product and Service Availability: Software Hosted, Agencies, Consulting (Social Media Monitoring, Training and Implementation) Key Product Applications: Marketing and Communications (PR, Online Brand Reputation, Crisis Monitoring & Management (Detection, Prevention, Control), Campaign Tracking), Market Research (Customer Insights, Competitive Analysis), Research & Product Development, Customer Care (Issue management), and others

28 Industry Focus: bc.lab's customers come from various industry sectors including Automotive, E-commerce & Retail, Entertainment, Food & Beverage, Financial Services (Banks and Insurance), Media Industry, Pharmaceutical, Software/IT/Internet, Sports, Transportation and Traffic, Telecommunication, and Tourism industry Key Product Features: SaaS: Software as a Service Near Real Time Monitoring 24/7, Data Latency of: up to 5 minutes depending on the source, Customizable Dashboards, Technology: Self developed high-end monitoring technology (semantic analysis) Media Coverage: Facebook Google+, Microblogs (Twitter), Blogs, Forums, YouTube, Radio, TV broadcasts, Online News, Print Media, Chinese specific social media channels including: Weibo (Chinese microblog), RenRen, Youku (video channel), SINA Weibo and QQ Search: standard search (by keyword) and advanced Boolean search capabilities, Filtering for Spam and Duplicates, Data Filtering: filtering of results by keyword, media type, topic, date, and sentiment, drill-down, and commentfunction, Data Visualization: a range of charts and graphs including bar chart, line chart, pie chart, and others, Key Metrics: e.g., volume of mentions, share of voice, sentiment, influence score, Trend Analysis: variable time-span within given data, volume of mentions over time, reputation/sentiment trending, Historical Data: historical data available for more than 3 months, Screen Capture 1: bc.lab Monitor Dashboards - Overview: The Most Recent Posts, Top Themes, Sentiment Trending, Share of Voice by Media Type, Top Influencers, and others Influencer Analysis & Profiling: identification of key opinion leaders and influence ranking via bc.lab Influence score (ranging from 0-100) representing the influence of specific website/blog, Automated and Human Sentiment Analysis: automated identification of positive, negative and neutral sentiment combined with the user/analyst work to correct sentiment values based on automatic detection. Definable amount of context is analyzed. Competitive Analysis: monitoring of competitor activities and perception of their brand, product and services, Topic Analysis: identification of new topics and emerging trends, Word/Tag Cloud: tag cloud, Campaign Management and Measurement: tracking and measuring the success of marketing campaigns, Reporting: customized and standard reports (delivered via on a daily, weekly, and monthly bases); Board templates and an executive summaries offer summary of results presented with meaningful charts, metrics, and recommendations for action.

29 Data Archiving: unlimited archiving of user data, Data Export: data export available in Microsoft Excel and CSV format, Engagement Function: an option to directly engage from bc.lab platform, Alerts: standard and threshold or SMS alerts - an early warning system with alert function on the bases of the krisen.radar (a graph showing public perception in the pre-crises phase, acute crises phase and post-crises phase) Workflow Management: supports unlimited number of social accounts with complex permission and task assignment management, API Integration: full integration with client third party applications, including CRM systems, Technical Support: telephone and support. Screen Capture 2: bc.lab Social Media Report Competitor Analysis by Sentiment, Share of Voice by Languages, Competitor Analysis by Media Type, Sentiment Trending, Share of Voice by Sentiment and Topic Analysis Clients: bc.lab caters to many clients across various industries including many of the DAX-30 companies (30 major German companies trading on the Frankfurt Stock Exchange). Pricing: The pricing starts at 5,490 per year. Languages: Website and user interface available in German and English. bc.lab detects 42 languages with automated and manual translation for the following languages: Afrikaans, Albanian, Arabic, Bosnian, Bulgarian, Chinese (traditional / simplified), Danish, German, English, Esperanto, Estonian, Finnish, French, Galician, Greek, Hebrew, Hindi, Indonesian, Irish, Icelandic, Italian, Japanese, Yiddish, Catalan, Korean, Croatian, Latvian, Lithuanian, Malaysian, Maltese, Macedonian, Dutch,

30 Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Swedish, Serbian, Slovak, Slovenian, Spanish, Swahili, Tagalog, Thai, Czech, Turkish, Ukrainian, Hungarian, Vietnamese, Welsh, White Russian. Sentiment analysis is available for all languages. Clients can decide, whether sentiment analysis should be conducted via machine translation or on a manual basis by bc.lab's mother tongue speaking social media analysts for European languages, as well as Chinese, Japanese, and Russian. Geographic Coverage: Worldwide Brandwatch Company Name: Brandwatch HQs/Country: United Kingdom Website: Company Type: Private Number of Employees: 250+ Introduction of the Tool: 2007 Types of Media Tracked: Social networks (e.g. Facebook, Google+, RenRen), Microblogs (Twitter, Sina Weibo), Video and image sharing sites (e.g., YouTube, Imgur, Instagram, Vimeo, Dailymotion, Flickr), Blogs (e.g., WordPress, Blogger, Typepad), Discussion forums, News services (international, national and regional), Corporate sites, Q&A sites, Review sites Areas: Listening, Monitoring, Engagement, Reporting Languages: 27 Management: Contact: Offices: Giles Palmer, Founder and CEO, Bryan Tookey, COO Brandwatch (UK), International House, Queens Road, Brighton, BN1 3XE; Telephone UK: ; USA: Europe: Brighton (UK), Berlin (Germany), Stuttgart (Germany); North America: New York (NY), Chicago (IL), San Francisco (CA) General contact@brandwatch.com Direct Joel Windels, Marketing Manager EMEA, joel@brandwatch.com Product Overview Brandwatch is one of the world's leading providers of social media monitoring and intelligence. Businesses and organizations use Brandwatch to review, analyze and interpret social data, in order to make smarter business decisions. The Brandwatch platform delivers broad coverage of online conversations and interactions, comprehensive analysis at author, topic and channels levels, and a customizable user experience that can be easily adapted to multiple use cases. Brandwatch crawls and track millions of sites, including major social networks, blogs, forums, review sites, news, image and video sites, and provides in-depth analysis including sentiment and topic analysis, impact scoring, advanced workflows and more. Emphasis is on quality, not quantity, with powerful spam and duplicate filters, as well as a flexible Query creation system, meaning clean, accurate data.

31 Using these capabilities, organizations can make greater use of social data throughout the customer lifecycle to grow brand awareness and reputation, mitigate PR crises, conduct market research, uncover sales opportunities, more effectively support customers, and identify advocates and influencers. Brandwatch combines automated data collection with human analysis. Whilst the platform includes automated sentiment and topic analysis, it also allows users to manually edit these, as well as adding their own categories and tags. Powerful Rules capabilities allow users to automate the process of categorizing mentions. Brandwatch also has over 80 freelance data analysts, all native in at least one of the 27 languages covered by the platform, whose services in Query and dashboard set up and sentiment/category mark-up can be enlisted by clients at additional cost. The application allows users to filter their data by a range of filters including country, media type, impact, influence and sentiment to analyze the data and allow for more focused and relevant insights. Workflow options also mean that individual mentions can be assigned to predefined categories such as status (open, replied, closed) and priority (high to low), and assigned to specific team members. Customizable and regular Alerts can also be set up, to alert users of new mentions as they happen, at regular intervals or when a specific threshold is crossed. These can be fully customized with filters. In 2013, Brandwatch developed the Impact Score, a score for understanding the influence and impact of specific mentions, sites and authors that helps its clients further understand which data is the most important to them. It also introduced a new feature, Channels, that allows for in-depth analysis of owned media assets (initially Facebook pages and Twitter accounts). Brandwatch was also chosen by Twitter to join Twitter's Certified Products Program because of its renowned monitoring and analytics services. Its major achievement in 2013 was introduction of the new Brandwatch product Vizia, its social command center platform powered by Brandwatch Analytics to showcase a company s social media results across the organization including monitoring marketing campaigns performance or benchmarking its online presence against competitors, as well as establish a central social hub and command center to manage all social activities and ensure agile security and crises management. Vizia pulls in the social media data collected via the Brandwatch Analytics platform and displays it in dynamic, animated visualizations that can be adapted for all use cases and displayed on any screen including smartphones and tablets, with a remote control allowing display of data in multiple locations. In 2014, Brandwatch introduced many product updates including Demographic Insights feature enabling businesses to expand on their deeper understanding of their target market and who they re engaging with. Brandwatch also launched a new API and announced a partnership with Gnip that allows its API users to retrieve a full Twitter data through the API, as well as announcing access to full historical Twitter data back to 2006 with Brandwatch Twitter Hindsight. In March 2012 Brandwatch received $6million in investment, led by Nauta Capital, allowing the company to expand into the US and increase European expansion. In 2014, the firm announced a new funding to accelerate development of its platform and to continue its rapid international expansion. The $22 million round was led by a new partner HCP Europe (Highland Capital Partners) with significant participation from Nauta Capital and other existing investors. Key Product Applications: Marketing & Communications, Public Relations, Online Reputation Management, Crises Management, Market Research (Customer Insights, Competitive Analysis), Customer Services and social CRM, Agencies, Product Development, Community Support, and Human Resources. Industry Focus: Brandwatch caters for companies and brands across all industry segments. Product and Service Availability: Software Hosted, Mobile (smartphones, tablets), Agency, White Label, Consulting (Data validation, Query Definition Advice and Ongoing Management, Customized Reporting, and Assistance with the use of API for integration, Custom Reporting and Data Analysis). Key Product Features: Online Reputation and Buzz Monitoring, Near Real Time Search and Automatic Data Retrieval: Brandwatch crawlers operate in near-real time,

32 Data Latency: Ranges from a few seconds to 24 hours depending on the source (tweets in seconds, popular blogs and social media content etc. every few minutes and less important/popular sites less regularly), Customizable Dashboard: The Brandwatch application allows users to customize their white label or reconstruct the dashboard layout. User can use and customize default dashboards including Channels dashboards for owned media analysis or create their own dashboard from scratch; Technology: Brandwatch collects and houses data from the web by using its own crawlers and technology and leverages a Natural Language Processing (NLP) algorithm to identify language used for data, allowing users to filter the results by language. It uses a five point analysis process consisting of language detection, title, and content extraction, query matching, sentiment analysis and recurring phrase identification. Extensive Media Coverage: social networks (e.g. Facebook, Google+, RenRen), Microblogs (e.g. Twitter, Sina Weibo), video and image sharing sites (e.g., YouTube, Imgur, Instagram, Vimeo, Flickr), blogs, discussion forums, news services (international, national and regional), corporate sites, review sites and others. Additional sources are available upon client request. In 2013, Brandwatch introduced a new Channels feature allowing brands and agencies to conduct analysis of their own social media assets (Facebook, Twitter, and others to come) and compare side-by-side to competitors, bringing owned and earned media analysis together in one platform. Search: offers standard keyword search and flexible Boolean searches within user query, with 22 Boolean operators available, and the vast range of meta data attributed to each mention/source in dataset allows for high level of segmentation and filtering options. Images and videos are indexed using their titles and description. Meta data mentions come with a host of supplementary data, such as page-type, time-stamp, location, author and bucket-loads of other information. Filtering for Spam: automatic filtering of spam and duplicates with an option for manual tagging of individual mentions as spam, Data Filtering: filtering of results by media type, categories, topics/keywords, language, geography, by number of back links (for websites) and followers (for Twitter) and many more, enabling users to prioritize data they see, Geo-location: uses intelligent techniques to detect location of people talking about company's brand, with a drill-down capability from the continent of origin all the way to the city level, Demographic Insights: to help users better understand the online audience by analyzing account type of Twitter authors, the gender, interest, profession, and location, both as a group and individually, Data Sorting: sorting of results by date and relevancy, Charts/Graphs: offers a wide range of interactive charts including bar charts, pie charts, line charts, mentions map (geographic), and others. The system allows users to click through on any chart to see the mentions behind the numbers. Key Metrics: offers a wide range of metrics including volume of mentions/tweets/retweets, impressions, share of voice, sentiment, popularity of website, influence (Impact Score), side by side charting of owned media posts and earned mentions allowing organizations to understand the impact of social media activities to online buzz. Brandwatch Twitter Insights feature analyses the Twitter chatter about company s brand, including the most shared links, influencers, hashtags and emoticons being used in relation to its brand, allowing businesses to develop a greater understanding of their Twitter community; Trend Analysis: e.g. volume over time, volume by media type over time, share of voice by media type over time, and sentiment trending. Brandwatch also charts key trends and insights related to owned social media assets over any time period (Facebook comments, shares, etc.), segment data by user and content type and drill into individual mentions and authors, Historical Data: historical data available back to June 2010 (free for Enterprise clients, at additional cost for Pro clients). Full historical Twitter data for the past 30 days free on request; further back to 2006 available at additional cost, Automated and Human Sentiment Analysis: based on the Brandwatch own Natural Language Processing (NLP) framework for sentiment analysis including regular retraining of specialized classifiers for various combination of languages and subjects. Although the sentiment of each mention in Brandwatch is automatically determined, both user and paid-for analyst data validation are also available. The sentiment analysis includes both sentiment count (positive, negative neutral), as well as sentiment trending. Topic/Theme Analysis: automatically determines key themes related to user query and looks at the sentiment around the topics which concern user s brand, Word/Tag Cloud: topics are scaled in size depending on volume of mentions within specific topic; customcreated tags and categories are included in the topic cloud and colored differently than automatically generated topics. Clicking on an individual topic allows user to see all the mentions around the selected topic. Competitive Analysis: analyzes key statistical data across each of the selected brands, allowing users to select brands side by side and compare them by volume or score or compare them against industry average. The

33 Brandwatch's Channels feature offers mapping of company's owned social network results against competitors, helping companies plot the path to market leadership, Influence Profiling and Analysis: measures where the chatter is emerging from blogs, forums or news sites and evaluates how influential they are. It identifies most mentioned tweeters, top stories and top hashtags, which are a vital part of Twitter. Brandwatch also detects the most engaged, active members and their impact within an organization's owned social community and those of its competitors. The key metrics to determine influencers include traffic data, number of comments, views, followers, site credibility, and Impact score, Campaign Monitoring and Measurement: ability to track and measure the performance of marketing campaigns, Engagement Function: a feature that allows users to reply, post and share right from the Brandwatch's platform - users can respond directly to users on Twitter and share Facebook content. Internally, users can use workflow to share engagement across a team. Brandwatch also has integrations with social media management platforms Hootsuite and Spredfast for more advanced engagement options. In 2014, Brandwatch is also adding a Spredfast Engage Button integration. Reporting: users can use the online dashboards to create workspaces - custom reports based on their preferences and export reports into various formats, Data Export: users can obtain data directly through Brandwatch API or through the in-app export options in Microsoft Excel format (xml), CSV, chart export as images, Data Archiving: users can create and save an unlimited number of workspaces (custom reports). Data is stored using a large distributed, redundant collection of servers, guaranteeing availability and performance. When user creates a new Query, Brandwatch returns data up to the beginning of the previous month for Pro users, and Enterprise users can choose to return data back to June 2010 on Query creation. Pro users can request data back to 2010 at additional cost. Full historical Twitter data back to 2006 is also available to Enterprise users at additional cost, Alerts: standard customizable alerts specified by user query and by any combination of filters (mozrank, location, etc.) sent in real time or as specified by user (on a daily, weekly or monthly basis). Brandwatch also offers threshold alerts triggered by sudden change in volume of mentions, White Label: offers labeled version of the user interface with client own logo or color scheme, API Integration of data with client data (e.g. Intranet) - provides an API for clients who wish to integrate Brandwatch data in their own system (CRM, CEM, business intelligence systems and others). Brandwatch currently have strategic partnerships and integrations with CEM solutions provider Clarabridge and social media management platforms Spredfast and Hootsuite. The app also includes data from Kred and mozrank. Workflow Management: supports multiple users' accounts, offers multiple client's logins at no extra cost, and dashboard sharing settings (unshared, view only, analyst mode). Managers can assigned the tasks to the relevant member of staff so they can handle them, add notes if needed, and check them off when the tasks are completed. Technical Support: ongoing and telephone support available. All Enterprise Brandwatch subscriptions are assigned a personal Account Manager who provides ongoing phone and support. Brandwatch also offers initial training free of charge and on-demand advanced training for additional fee. A dedicated support portal is also available to clients and comprises a large library with help documents and videos, as well as options to recommend features, report issues and contact the support team. There is also a beta program that offers clients the opportunity to test and give feedback on features in development. Clients: More than 1,000 global brands and agencies use Brandwatch including British Airways, WholeFoods, Cathay Pacific, Dell, SEAT, Verizon, Whirlpool, MoneyGram, Monster, Papa John s, Pepsico, Digitas, Gorkana, icrossing, Mediacom, Mec Active Engagement, RSPCA and British Red Cross, among others.

34 Screen Capture 1: Brandwatch Dashboard - Summary Component: Total Mentions, Sentiment, Page Type Analysis, Top Sites, Trend Analysis Screen Capture 2: Brandwatch Dashboard - Mention Component With Extensive Filtering Options (Sentiment, Author, Impact, Media, Location, Site Visitors, Workflow, Date)

35 Screen Capture 3: Brandwatch Dashboard - Demographics Summary Gender Split, Gender Split Trends, Top Interests and Professions by Unique Authors, and Trends Screen Capture 4: Brandwatch Dashboard Influencer Analysis and Profiling Displaying Top Authors by Volume of Posts, Author Name, Site, Volume of Mentions, Sentiment and Impact

36 Screen Capture 5: Brandwatch Dashboard Twitter Analytics Market Analysis Comparison of Key Metrics by Competitor (Owner Tweets, Owner RTs, Owner Replies, Audience RTs, Audience Mentions, Owner Impressions, Audience Impressions), Interactive Line Charts Comparing Trends of Key Metrics by Competitor Pricing: The company offers a monthly subscription model, with different packages based on Query or mention volumes. It offers unlimited user logins to any client at no extra charge. Brandwatch currently offers several subscription plans, including: Pro: Price: 500/$800/ 600 per month; intended for small and medium brands or topics. It starts at 10,000 mentions per month, unlimited queries, analytics, unlimited number of users, projects, and dashboards, automation, including data tagging, workflow and sharing, 27 languages, initial training, support portal access, support, 1 month of historical data with an optional upgrade, 12 months of data storage, Enterprise/M: Price: 2,000/$3200/ 2400 per month; intended for large brands and agencies. It starts at 1M mentions per month, unlimited queries, all pro analytics plus Insights feature, unlimited number of users, projects, and dashboards, automation, including data tagging, workflow and sharing, 27 languages, initial training, support portal access, dedicated account manager, over 2 years of historical data, and ongoing data storage, Enterprise/Q: Price: 2,000/$3200/ 2400 per month; advanced analysis for high-volume queries. It starts at 10 queries, unlimited mentions, all pro analytics plus Insights feature, unlimited number of users, projects, and dashboards, automation, including data tagging, workflow and sharing, 27 languages, initial training, support portal access, dedicated account manager, over 2 years of historical data, and ongoing data storage. Brandwatch Vizia, Brandwatch s data visualization/command center product, is available on a subscription basis, on top of a Brandwatch Analytics Enterprise account, priced according to the size of setup For other pricing options please contact the Company directly at contact@brandwatch.com. Note: Number of mentions is the number of tweets, blogs, forum and news articles, discussion boards discussions etc. that match the monitored search terms it is counted after removal of spam and duplicates.

37 Languages: Brandwatch language coverage spans across 27 languages (which includes automated sentiment and topic analysis), including Arabic, Brazilian Portuguese, English, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, Egyptian Arabic, Farsi, Finnish, French, German, Greek, Gulf Arabic, Hebrew, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (European), Romanian, Russian, Spanish, Swedish and Turkish. Geographic Coverage: Global (coverage is based on language, not location) Crimson Hexagon ForSight platform Company Name: Crimson Hexagon HQs/Country: United States Website: Company Type: Private Number of Employees: 50+ Introduction of the Tool: 2007 Types of Media Tracked: Twitter, Facebook, YouTube, Instagram, Google+, Sina Weibo, consumer reviews, blogs, forums, online news sites and others Areas: Listening, Monitoring, Analysis, Engagement, Influencer Identification, Segment Profiles Languages: All Management: Stephanie Newby, CEO Gary King, Chief Scientist and Co-Founder Chris Bingham, Chief Technology Officer and EVP Engineering Contact: Crimson Hexagon, 155 Seaport Boulevard, Third Floor, Boston, MA Telephone: ; Fax: Offices: Americas: Boston (MA/US) Europe: London (United Kingdom) For General Inquiries: Direct John Donnelly III, SVP of Global Sales and Marketing, Product Overview Crimson Hexagon is a leading social media analytics platform, specialized in social media monitoring and analysis for global brands, agencies, and media firms. Crimson Hexagon s ForSight platform offers a suite of technologies, algorithms, metrics, and data visualizations to empower companies to gain actionable insights into consumer opinions of their brand, products, industry, competitors or specific topic by tapping into online conversations and audience and consumer interest profiles across the social web. Crimson Hexagon is powered by technology that originated with Harvard University Professor and Crimson Hexagon Co- Founder, Dr. Gary King. Its technology analyzes the entire social web by identifying statistical patterns in the words used to express opinions on different topics. It goes well beyond simple keyword counting and weak sentiment indicators. By

38 applying game-changing statistical analysis to quantify actual opinions, it distils the meaning of online conversations in a context the user defines. It goes beyond simply measuring positive versus negative posts, but instead delivers a clear understanding of the nature of the online conversation, the key themes, their relative size, and how they change over time. Competitive technologies, by contrast, simply count the number of mentions of different keywords or infer generic positive or negative sentiment from pre-defined dictionaries. Global brands and agencies use Crimson Hexagon to support, track and analyze a variety of business initiatives including brand positioning assessment, pre and post campaign tracking, consumer satisfaction assessment, price/value correlation, new product guidance, competitive positioning, crisis management and others. Industry Focus: Crimson Hexagon caters to clients across all industry segments Key Product Applications: Marketing & Communication: Campaign Monitoring, Brand Positioning; Market Research: Consumer Satisfaction, Price/Value correlation, Consumer Insights, Competitive Positioning; Content Creation; Brand Reputation: Online Reputation, Early warning Crisis Management; Product Development: e.g., New Product Guidance, and others Product and Service Availability: Software Hosted, Agency, Research/Consulting Key Product Features: SaaS application: accessed via any leading web browser Near Real Time Monitoring: data latency ranges from minutes to 1-2 days, depending on the content source Customized and Intuitive Dashboards: provides a command centre for vital aspects of campaign and conversation monitoring Technology: patented technology developed at Harvard University s Institute for Quantitative Social Science (IQSS), which analyses social data by identifying statistical patterns in the words used to express opinions on different topics. The BrightView algorithm goes beyond simply measuring positive versus negative and delivers a clear understanding of the nature of the online conversations (the drivers of sentiment, key themes and topics, relative size and how they change over time) with 92% correlation to human-derived results. Crimson Hexagon s patented BrightView analysis algorithm is language agnostic and can perform social media analysis equally well in any language. Charts and Graphs: dynamically generated charts and flexible visualizations allowing users to select which data to see in 7 different views; Chart display options include: calculations (e.g., volume, proportion), chart view (e.g., auto, day, week, month), chart type (e.g., line, area, bar). It displays and exports analysis results to image or Excel files; Extensive Media Coverage: Collecting and indexing the full Twitter Firehose, public Facebook posts, YouTube, Instagram, Google+, blogs, forums, online news sites and others Filtering for spam: Automatic spam filters and user-defined off-topic categorization of spam or irrelevant posts ForSight s Live Stream: displays social media in real time through the streaming post list, live map, and hourly volume chart for the past 24 hours. The post list streams posts and Tweets gathered by keywords, along with the Klout score of the author. The geographic map shows the geographic origins of posts and the relative influence of the posts authors, indicating where conversation about company s product service, or brand is happening right now. ForSight Opinion: allows customers to drill deeper into relevant opinions according to their specific use case and by lets them define specific categories for exploration Data Filtering: filtering of results by media type/source, geography (geo-tagging), keyword, date, and others; category grouping allows users to roll-up related clusters of opinions for powerful summary views of data Data Sorting: sorting of mentions by date, relevancy, categories, gender, location, and more Key Metrics: volume of mentions, volume of relevant mentions, reach, influence, sentiment, share of voice, and others. Twitter statistics include top hashtags, Tweets/comments, top Retweets, follower counts, and handle mentions surrounding a brand, product or event, influence (Klout score, and others). Trend Analysis: automated trend detection understands spikes and dips in topics and how the discussion is trending over time Historical Data: access to more than 6 years of data (from July 2008)

39 Automated and Human Sentiment Analysis: tracking positive /negative /neutral sentiments on topics, including sentiment trending data, and uncovering exact themes, opinions, and drivers of sentiment inside the social media conversations. Crimson Hexagon s human-trained statistical algorithm gives users the benefits of computer scale with the ability to judge nuance and context and provide human intelligence to the algorithm. Influencer Profiling and Analysis: key influencer identification and scoring to identify the most prominent authors related to the topics and themes measured. Measures include: number of tweets/comments, followers, following, influence (Klout score) and impressions. Topic/Theme Analysis: provides analysis of key themes, their relative size, how they change over time; tool uses example-based statistical classification to automatically measure how much of the social media conversation is relevant to each given theme. Crimson Hexagon s interactive visualizations offer views of frequent terms and prevalent themes in social conversation by showing groups of related posts, based on the themes and topics of conversations, allowing filtering by sentiment, category, gender, and more to drill down further into one theme or topic of the online conversations. Cluster Analysis: showing the most common words, but also connections between words that are commonly used together; In addition, Crimson Hexagon s Topic Waves leverages topic clustering technology to identify clusters of topics increasing or decreasing in a conversation enabling marketers to automatically monitor topics and themes of social media conversations related to events or campaigns and to discover new topics as they emerge. Competitive Analysis: platform can conduct competitive analysis comparing the results of different social media monitors. For instance, with Forsight s Affinities, users can uncover the interests and passions of their consumers, and discover how the affinities of consumes compares with their competitors. Campaign Monitoring: offers pre- and post-campaign tracking and measures the effectiveness of marketing campaigns Engagement Function: allows users to engage directly from the Crimson Hexagon platform and through an integration with Hootsuite Reporting: Crimson Hexagon offers Workspaces to allow users to curate results from multiple ForSight analyses and queries in one command center dashboard, and enabling the creation of dynamic, easily exportable reports with visualizations that provide quick and convenient access to insights across topics and campaigns. Alerts: standard keyword and customizable threshold alerts triggered by events on social media, such as sudden changes in volume of posts on a topic Data Export: in Microsoft Excel (.xls), PowerPoint (.ppt), raw data, API, high-quality images, and others Data Archiving: Crimson Hexagon s historical data library enables marketers to track how the landscape of online audience changes over time and in response to campaigns. Crimson Hexagon clients can instantly access present and historical trend data with social media topic modelling capabilities that go back to Workflow Management: enable users to reset results, schedule events, share the information, set up alerts, etc. Improved content submission API: enables easier analysis of private or non-social media data. Partnerships: HootSuite, BrainPad, United Nations Global Pulse Initiative Clients: Microsoft, Paramount Pictures, Starbucks, Simon & Schuster, Twitter, USAID, Harmony Institute, Droga 5, CP+B, HUGE, We Are Social and others Pricing: Crimson Hexagon offers two pricing models based on the type of business (i.e. agency versus brands), as follows: (1) SaaSbased pricing for brands with incremental costs for number and type of monitors; (2) Pay-per-use pricing for agencies based on the number and type of monitors with annual minimums. The company offers unlimited users, unlimited data history and also offers professional services where desired. For additional pricing information contact salesrequest@crimsonhexagon.com.

40 Screen Capture 1: Crimson Hexagon ForSight Dashboard Opinion Analysis Summary View (Total Volume, Trends, Sentiment Analysis, Share of Volume by Media Source) Screen Capture 2: Crimson Hexagon ForSight Dashboard Cluster Analysis

41 Screen Capture 3: Crimson Hexagon ForSight Dashboard Author Interests Analysis Screen Capture 4: Crimson Hexagon ForSight Dashboard Author Analysis Geography and Gender

42 Screen Capture 5: Crimson Hexagon ForSight Dashboard Trending topics, hashtags, links, and media by interest segment Screen Capture 6: Crimson Hexagon ForSight - Templates for Owned and Earned Media Analysis

43 Languages: Its algorithms are language-independent. User can train the system in a specific language and it performs with any data set regardless of the source of language. However, if the user has trained a monitor in German it will not find mentions in English. Geographic Coverage: Worldwide Cyveillance Brand Intelligence and Social Media Watch Company Name: Cyveillance (acquired by QinetiQ in 2009) HQs/Country: United States Website: Company Type: Private Number of Employees: Introduction of the Tool: 2009 Types of Media Tracked: Boards, Micro-blogs, Blogs, Forums, Social Networking Sites, Online News Areas: Monitoring, Analysis, Protection, Engagement Languages: Any Management: Scott Kaine, President, John Wilson, Executive Vice President Eric Olson, VP of Product Strategy Tempy Wright, VP of Marketing and Communications Contact: Cyveillance, Inc., Sunset Hills Road Suite 210, Reston, Virginia 20190; Tel.: Offices: Americas: Reston (VA) Europe: London (United Kingdom) Tempy Wright, VP, Marketing and Communications; twright@cyveillance.com Product Overview Cyveillance, one of the world leaders in cyber intelligence, provides continuous web monitoring and comprehensive intelligence analysis to identify and reduce threats facing individuals, brands, information, infrastructure, and enables its customers to preserve their reputation and protection. Cyveillance has two services related to social media monitoring, Brand Intelligence and Social Media Watch. Brand Intelligence offers a comprehensive, real-time social media monitoring and intelligence related to company s brands, products and services. The service focuses on locating and delivering commentary and information related to specific brands, marketing campaigns, products, services, quality and price, thus providing a comprehensive and consolidated, real time view of organization s online security status.

44 The services combines automated data collection with human analysis provided by Cyveillance Intelligence analysts to assess urgency, trends, and patterns of potential incidents including sentiments impacting the brands and company reputation and enables brand owners to quickly react to individual and community opinions through an easy to use Cyveillance's dashboard and collaborative workflows. Intelligence analysts provide in-depth reviews, regular health evaluations, thorough ROI assessments and other services to minimize company online risks. Many organizations use Cyveillance for complete cyber intelligence services including thorough investigations, physical security, and other services to eliminate specific threats. Cyveillance offers a wide range of enterprise online threat monitoring solutions including: Protection from malware, phishing, sensitive information loss (Anti-Phishing, Information Protection, Test Integrity), Cyber and physical threat protection for executives, employees and business operations (Corporate Security, Corporate Compliance), Online Reputation and Protections solutions (Brand Protection, Brand Intelligence, Partner Compliance), and Fight fraud and unauthorized product distribution (Distribution Control, Fraud Protection). In 2014, Cyveillance launched a new service, Social Media Watch, specifically designed to meet the needs of smaller organizations that need a single tool to identify risks and online threats, meet compliance requirements, and keep abreast of global security tends across industry. The services include Monitoring, Vetted Alerting, Incident Investigation Reports and Global Intelligence. Industry Focus: Financial Services, Energy, Retail, Technology, Pharmaceutical, Travel and Hospitality, and Insurance Key Product Applications: Information and Physical Security, Marketing and Market Research (Brand Intelligence), Corporate Communication (e.g., Brand Online Reputation, Crises Management), Legal (Corporate Governance, Risk Management), Risk & Compliance, Human Resources, Politics/Policy, Security, Risk & Compliance Type of Product and Services: Web-based Platform, Mobile, Consulting (subject matter experts providing highly relevant, actionable brand intelligence) Key Product Features: Near Real Time Monitoring 24x7, Data Latency: varies depending on the source it can be anywhere from a minute to few hours, Dashboard: the tool currently offers easy to use dashboard that monitors items brought into the system and saved by the users, Technology: comprehensive, scalable technology that locates brand intelligence issues not discoverable through manual searching or competitors technologies, Extensive Media Coverage: Boards, Micro-blogs (e.g., Twitter), Blogs, Forums, Video and Photo sharing sites (e.g., YouTube, Instagram, Flickr), Social Networking Sites (Facebook, Google+), Online news, Web, Filtering for Duplicates: clients can tag, filter, sort based on pre-configured filters and tags; results are deduplicated, although spam posts are not filtered out. The tool does not offer filtering of results by geography, but Cyveillance offers Global Intelligence Reports, which include coverage of indications and warning for potential threats around the world, High-level analysis of identified issues, Data Filtering: filtering of results by media types - types of sites where products /services/brands are being discussed, Key Metrics: volume of target mention (client specific mention), reviewed incidents, volume of incidents, share of voice (incidents) by media source, incidents by type (e.g., information protection, corporate security, brand protection, information security, executive security and others), Trend Analysis: volume of mentions over time, incident volume trends, sentiment trending, Historical Data: the data pulled in corresponding to user s keywords and terms are kept for 30 days. Data saved or delivered is saved for the life of the contract with the client,

45 Automated and Human Sentiment Analysis: provides understanding of the public sentiment, positive, negative, and neutral commentary impacting the brands and reputation of an organization, Influencer Analysis and Profiling: identification of key opinions leaders, Topic Analysis: identification of key topics and issues, Campaign Monitoring and Measurement: monitors the acceptance or adoption of online initiatives and campaigns. Screen Capture 1: Cyveillance Dashboard Key Metrics Data Alerts: the tool offers alerts based on a saved search that can be as simple or complex depending on user s requirements. They are delivered via directly to the user s inbox when new items that match user queries

46 are pulled in. Alerts are not based on sentiment or volume but rather on customer-identified issue such as impending threats and corrective responses. Data Export: metrics corresponding to the amount of data brought into the tool and saved by the user can be exported in either a JSON format or by saving the graph associated with saved data in one of the image file formats, Reporting: brand intelligence delivered on a daily basis to provide near real-time critical information, Engagement Function: allows users to directly engage via Cyveillance platform, Data Archiving: houses all clients findings, data and reports and maintains a rolling index of all the social and web content it collects, so user can easily search through the data, Workflow Management: offers support for multiple user accounts and collaborative workflow functionality enabling cross-functional teams to efficiently track and manage brand reputation, API Integration: companies can contact Cyveillance directly to discuss their needs regarding integration with third-party applications, Client Support: telephone and technical support provided by Cyveillance's staff. Clients: Majority of Fortune Global 200 companies and about half of the Fortune 50 companies including AOL, Constellation Energy, Microsoft, NAFCU Services, Russell, and others. Pricing: Pricing for social media monitoring services is available for organizations of all sizes and starts at $12,000 a year. Languages: Cyveillance technology is language agnostic and detects threats in any language. Its analysts offer analysis in 20+ languages including: English, Cantonese, French, German, Italian, Japanese, Korean, Malay, Mandarin, Russian, Spanish, Thai, Turkish, Ukrainian, Uyghur, and Vietnamese. Geographical Coverage: North America, Europe Digimind Social Company Name: Digimind S.A. Company Type: Private Number of Employees: 100+ HQs/Country: France Website: Introduction of the Tool: 2013 Types of Media Tracked: News, blogs, microblogs (Twitter, Sina Weibo), forums, search engines, social networks (e.g., Facebook pages, LinkedIn groups, Google+, Instagram, Pinterest), news aggregators, databases, video sharing sites (e.g., YouTube), photo sharing sites (e.g., Flickr), discussion boards, RSS feeds, TripAdvisor reviews, personalized sources at client request Areas: Listening, Engagement, Analysis, Reporting, ROI Measurement, Top Reputation, Analytics Languages: 61

47 Management: Contact: Offices: Paul Vivant, Co-Founder Patrice Francois, Co-Founder Yann Guilain, Chief Customer Officer Chris Hote, CEO (US) Mohammed el Haddar, CTO Digimind S.A. (France HQ): 6, Place Robert Schuman38000 Grenoble, France Tel: +33 (0) Digimind Inc. (US), 186 Alewife Brook Parkway, Suite 303, Cambridge, MA 02138, USA; Tel: +33 (0) Americas: Cambridge (MA); Europe: Paris (France), Grenoble (France); Reading (UK); Middle East/Africa: Rabat (Morocco); Asia Pacific: Singapore General Direct Bonnie Scott Bailly, Marketing Director, Product Overview Digimind Social is a comprehensive custom built social media monitoring and analytics software for the real time discovery and analysis of online presence, reach, trends and influence, helping companies understand their online presence, competitive standing, and efficiently engage and manage their online reputation. Digimind Social is specifically designed for marketing and communication professionals to help them analyze and benchmark their marketing campaigns, brands, competitors or influencers and create custom tags to measure consumer sentiment and analyze data points. The software offers overview of key metrics, trends, key concepts, sentiments and calculates influence score for Tweets, blogs, articles, videos and other social media posts using a number of suitable metrics and bespoke algorithms. Its proprietary Top Reputation Module monitors in real time what customers want to know about the brands, products, people, competitors, or any subjects of interest, enabling companies to foresee impending crises and accelerate positive perception of their brand. Digimind s Top Search tool, for example, monitors global Google search terms surrounding company s brand and offers the top searched suggestions, which modify what people look for and ultimately find and indicate how company s online reputation is changing over time before and after your crisis response. Industry Focus: Digimind offers customized solutions to meet the specific requirements of every company and industry, for example: Pharmaceutical, Consumer Goods, Energy/Manufacturing, Banking/Insurance/Financial Services, Telecom, High-Tech, and Retail. Key Product Applications: Marketing and Communication (Corporate Reputation, Crisis Management, Campaign Monitoring), Market Research (e.g., Market Trends, Competitive Analysis, Customer Insights, M&A), Social Media Monitoring, Community Management. Product and Service Availability: Software Hosted (Digimind s web based Platform automates all repetitive intelligence activities from data collection to information management, analysis and sharing) Mobile version (smartphones or tablets), Agency/White Label, Consulting (Training and analysis services), REST API for developers. Key Product Features: SaaS (Software as a Service) Real Time Monitoring, Customizable Dashboards, Data Latency: up to a few minutes Technology: natural language processing, text mining technologies including automatic categorization, clustering, summarizing, large scale data management; massive capacity of more than 4 million results per day, automatic

48 recognition of language selection; Its semantic technology and Digimind s semantic thesaurus allows users to automatically find similar mentions and then apply the bulk actions to manage them in single click (e.g. delete multiple posts with same metrics, assign multiple posts to a team member, etc.). Extensive Media Coverage: Extensive coverage analyzing unlimited data sources including social networks (e.g., Facebook pages, LinkedIn groups, Google+), microblogs (e.g., Twitter profiles and lists, Sina Weibo, blogs, video and photo sharing sites (e.g., YouTube, Flickr, Pinterest, Instagram), forums, discussion boards, more than 500,000 news sources, RSS feeds, and others allowing users to add their own web-sources at no additional cost. Digimind allows tracking of hard-to-monitor Web sources, including the invisible Web, dynamic URL names, and online databases with or without authentication. Users can easily set-up new intelligence projects in minutes. Filtering for spam, Data Filtering: filtering of results by keyword/topic, media type/sources, date, and others, Data Tagging: allows users to tag posts for further analysis, or to save tagged posts, assign them to a colleague or export them to a report. Built-In, User-Defined Real-Time Graphs and Charts including line charts, pie charts, bar charts and others, Key Metrics: extensive range of metrics including volume of mentions, trends, sentiment, ranking (high, medium, low), mentions per rank, influence score, number of followers, number of visitors, reach and others, Trend Analysis: monitors changes to any online source. Historical Data: up to 12 months of historical data can be analyzed at a time. Influencer Analysis and Profiling: Digimind Social empowers users to identify the top-ranking individual and outlet/source influencers based on activity, numbers of mentions and social media followers. Its artificial intelligence engine calculates an influence score for every tweet, blog post, article, video, etc., based on number of followers, mentions, visitors and reach, Automated and Human Sentiment Analysis: automatically assigns positive, negative and neutral sentiment to each post; Digimind Social s Rules System also allows users to customize sentiment analysis for 100% accuracy. Users can create rules that will automatically tag mentions containing certain keywords or phrases with a particular sentiment ensuring that all mentions containing user criteria are automatically marked by the correct sentiment. Topic Analysis and Word/Tag Cloud: clustering techniques (word clouds) to discover the words and phrases most frequently associated with company's brand or keyword, including discovery of emerging players. Top Reputation Module: monitors in real time what people think when searching for a specific brand, products, people and competitors and what they actually see when searching on the web, the trending, enabling companies to foresee impending crises and accelerate positive perceptions of the brand. Top Reputation comprises online reputation management, top search concepts, top research results and top domains. Competitive Analysis: analyzes and benchmarks marketing campaigns, brands, people, and competitors. Competitors are compared by volume of mentions, trend, sentiment, ranking, influence or any user generated tag. Users can instantly drill down to see what is behind each data point for in-depth insights. Campaign Monitoring and Measurement: monitors and measures the reach and ROI of multiple marketing campaigns (e.g., volume of mentions surrounding campaign, reach), allowing users to see which campaigns are working, which aren t, and why, in order to create more targeted and effective messages. Engagement Function: allows users to directly engage and interact on social networking sites from within the Digimind Social platform, Reporting: empowers users to generate reports in a variety of pre-designed templates or in their own customized version. Reports are available on a daily, weekly, monthly and annual bases. Alerts: standard keyword and threshold alerts delivered via when mentions of a certain sentiment or threshold are reached. Digimind Social s custom-alerts function allows users to set 15 different filters which alert to any outof-the-ordinary occurrences. Users can also set exact time they would like their automated alerts to be sent to certain people. Data Archiving: allowing users to store their data and searches that can be used later with new real-time data, Data Export: in Microsoft Excel, Word, and Adobe pdf formats API Integration: seamless integration with third party client applications and systems including CRM and automation tools like Salesforce, Microsoft Dynamics, Silverpop, HubSpot, Netsuite, Mail Chimp, Exact Target, Sharepoint, Marketo, Zendesk, Jive, and others. Digimind API also allows users to create custom visualizations and graphs to match their client s corporate style, customize and internal presentations. Digimind Mobile Applications: alerts via smart phones or tablets; validation of alerts, forwarding function, adding information to folders, and more, Workflow Management: supports multiple users and offers admin and collaborative tools, facilitating internal engagement,

49 Technical Support: provided by Digimind experts. Clients can participate in Digimind User Clubs, access the e-learning center, and outsource management of their online reputation to Digimind. Screen Capture 1: Digimind Social Dashboard - Listening Tab With The 5Ws Analysis (e.g., Key Concepts) Screen Capture 2: Digimind Social Dashboard - Mention Feed with Actions for Analysts and Community Managers (e.g., Reply To Mention, Assign Task, Translate, etc.)

50 Screen Capture 3: Digimind Social Dashboard Top Reputation Tab - Top Search Phrases Suggested by the Search Engines Screen Capture 4: Digimind Social - Personalized Dashboard Displaying Key Metrics, Sentiment Analysis and Key Influencers Clients: Digimind s diverse client base ranges from mid-size organizations to large blue chip companies and public bodies, around the world and across industries. Its specialized software solutions help its customers gain real competitive advantage and achieve their business objectives. Here is a partial list of Digimind's clients: Akamai, Alstom, Atos, Barclays, Bayer, Bloomberg, BNP Paribas, BP, Delloite, EDF, GE, GlaxoSmithKline, Google, Lexus Asia, LVMH, McDonalds, Mentos, Merck,

51 Microsoft, Nestle, Orange, Quintiles, Renault, Samsung, Schneider Electric, Siemens, Societe General, Zurich Insurance, and others. Pricing: Pricing starts at 339/month ($499/month) and includes unlimited users, customer support, Dedicated account manager, Monitoring module, Analysis module, Engagement Module, TOP Reputation Module, ROI Measurement Module and Smart Reporting Module. Languages: Digimind Social automatically monitors and detects text, concepts, and sentiment in 61 languages including English, Afrikaans, Albanian, Arabic (including Algerian, Moroccan, Tunisian, and Lebanese Arabic dialects), Armenian, Bengali, Bulgarian, Chinese (Simplified and Traditional), Croatian, Czech, Danish, Dutch, Estonian, Finnish, French, Galician, German, Greek, Gujarati, Hausa, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Kannada, Khmer, Latvian, Lithuanian, Macedonian, Malaysian, Maltese, Marathi, Mongolian, Nepali, Norwegian, Punjabi, Persian, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Somali, Spanish, Swahili, Swedish, Tagalog, Tamil, Telugu, Thai, Turkish, Ukrainian, Urdu, Vietnamese, Yiddish, and Yoruba. Geographic Coverage: Worldwide Genpact's Social Media Research and Media Monitoring Company Name: Genpact Ltd. (acquired EmPower Research LLC in 2011) HQs/Country: United States Website: Company Type: Public Number of Employees: Over 65,000 Introduction of the Tool: 2005 Types of Media Tracked: All Areas: Listening, Monitoring, Measuring, Analysis Languages: 10 Management: Contact: Offices: NV Tiger Tyagarajan, President and CEO, Genpact Gianni Giacomelli, SVP & Chief Marketing Officer Paul Burton, SVP and Business Leader, Analytics and Research Genpact Ltd., 1155 Avenue of the Americas, 4th Floor, New York, NY United States; Tel: Americas Region: New York (NY), Baltimore (MD), Bingham Farms (MI), Chicago (IL), Cincinnati (OH), Danbury (CT), Danville (IL), Irvine (CA), Parsippany (NJ), Reston (VA), Richardson (TX), San Francisco (CA), Short Hills (NJ), Sunnyvale (CA), Wilkes-Barre (PA), Guatemala City (Guatemala), Chihuahua (Mexico), Sao Paulo (Brazil) Lotes (Colombia) EMA Region: Europe: London (UK), Brno (Czech Republic), Ostrava (Czech Republic), Paris (France), Barcelona (Spain), Seville (Spain), Madrid (Spain), Bucharest (Romania), Cluj Napoca (Romania), Krakow (Poland), Szczecin (Poland), Lublin (Poland), Helsinki

52 (Finland), Alsbach (Germany), Budapest (Hungary), AD Wormer (Netherland), Zug (Switzerland), Belfast (UK), London (UK) Middle East and Africa: Dubai (UAE), Johannesburg (South Africa), Rabat (Morocco) Asia Pacific: Bangalore (India), Kolkata (India), Delhi (India), Hyberabad (India), Jaipur (India), Gurgaon (India), Shanghai (China), Changchun (China), Hong Kong (China), Liaoning (China), Manila (Philippines), Singapore, Tokyo (Japan), Sidney (Australia) Direct Arun Swamy, VP Research and Media Services at Genpact, Product Overview Genpact Limited (NYSE: G) is a global leader in designing, transforming and running business processes and operations, including those that are complex and industry-specific. Its mission is to help clients become more competitive by making their enterprises more intelligent through becoming more adaptive, innovative, globally effective and connected to their own clients. Genpact offers three key services to help marketers and communications professionals in their strategic and tactical decisions: Media Monitoring: offering 24/7 global multi-lingual monitoring across traditional, broadcast and social media platforms to help clients gain insights and feedback about their products, services, company, competition, industry, or any events of interest. Media Measurement: providing comprehensive metrics that indicate efficacy of PR, marketing, communications programs and associated ROI Social Media Research: offering actionable insights into trends in different product categories, market and opportunity assessment, positioning and segmentation, pre-and-post launch tracking and online influencers. Genpact's Social Media Research solution, employs proprietary methodologies to help brand managers, CI professionals, advertising, PR and digital marketing professionals and agencies to listen and analyze conversations in their ecosystem by deriving real time insight for active stakeholder engagement. Genpact's Social Media Research combines its technological expertise with human intelligence thus delivering insights that are superior and highly customized to meet their clients' needs. It comprises of media monitoring and brand tracking tools including: Social Media Brand Tracker, Indices, Corporate Equity and Reputation Tracker, Media Measurement Dashboard, Segment Profiling, and Event Impact Analysis. It offers insights on the consumer segment profile including behavior, interests and attitude and then analyzes brands online within a selected consumer segment focusing on awareness, perception, and consideration against competitors. Its insights cover category landscapes, digital media strategy, influencers, and communities for marketing, consumer segment behavior and new concept R&D. Genpact s Media Monitoring services is based on a source-agnostic approach and covers traditional, broadcast, and social media, and comprises of daily media monitoring, round-the-clock monitoring, event monitoring and crisis monitoring. Using proprietary measurement techniques, Genpact delivers insightful metrics providing global as well as region-specific analysis. Its media measurement services include: Media analysis, Media audit, Reputation trackers and measurement and Retrospective views of media for historical or benchmarking analysis Industry Focus: Experience across industry verticals - Automotive, Banking & Financial Services, Capital Markets, Chemicals, Consumer Goods, Healthcare (Payer, Provider), High Tech, Hospitality, Industrial Manufacturing, Insurance, Life Sciences, Media & Entertainment, Retail, Telecommunications, Transportation and Logistics Key Product Applications: Marketing & Communications (Measure Return of Marketing Expenditure (ROME), Measure success of Advertising or PR campaigns, Product and Brand Positioning), Market Research (Consumer Insights, Market Segmentation, Market Trends, Competitive Intelligence), Brand Reputation Management (Brand Management, Crisis Management), Product Development (Product Development, Research Support for Go-To-Market Strategy). Key Product and Service Applications: Software Hosted, Consulting (BI Reporting, Customer Experience Management, Competitive Intelligence, Forecasting Services, Managed Market Analytics, Social Media Services, Analytics Advisory, Risk Management Multichannel Customer Management and much more).

53 Key Product Features - Social Media Brand Tracker: Customizable Brand Perception Dashboard: populated with data from new search results within 4 hours, Data Latency: 4-6 hours, Technology: offers content aggregation through a source-agnostic approach by using proprietary tools (GenpactMediaInteractive) and other licensed tools for comprehensive content aggregation; It offers listening to conversations that also takes place in closed communities, which many social media aggregation tools are not equipped to do, as well as multilingual analysis using a hybrid approach of translation tools, combined with inhouse and an on-demand partner pool of language experts, Data Sorting: sorting of results by date and relevancy, Tagging: analyst-led tagging for themes, tonality, demographic profile, relevance, and context for insight generation, Filtering for Spam, Data Filtering: filtering of results by geography, media type/channels, languages, consumer segments, Automated and Human Sentiment Analysis: helping users discover discussion tone around the brand, determine sentiment type, and capture feedback from such sentiments, Influencer Profiling and Analysis: identifies key brand influencers, understands switching behaviors, loyalty, new entrants to the category, customer profiling, Trend Analysis: e.g., volume over time, volume by media type over time, share of voice by media type over time, category trends, Campaign Monitoring and Measurement: measures effectiveness of brand communication efforts, Historical data: 6 months to 1 year, Topic/Theme Analysis: employs proprietary 2P (Pattern and Perception) methodology for identification of topic and sub-topics associated with a brand/category/consumer segment/event, Word/Tag Cloud; word cloud, Competitive Analysis: helping user understand consumer loyalty, favorability in comparison with competition, and insights about drivers - both loyalty and switching behaviors. Alerts: alerts via , Data Export: data can be exported in xls and jpeg formats, Data Archiving: allowing users to store their data and content in the form of newsletter, Workflow Management: supports multiple users accounts and offers workflow management, API Integration: seamless integration with third party client applications including CRM, business intelligence systems and others. Media Measurement Dashboard provides an objective and holistic view of measuring PR impact through a media dashboard that captures PR effectiveness on a weekly, monthly and annual basis. Key Product Features - Media Measurement Dashboard: Customized Dashboard: providing analysis and insights 24/7, Measurement Services: on a monthly/quarterly on-going bases with an annualized dashboard to capture PR effectiveness, efficacy of PR programs measured against objectives set by the client, Media Coverage: source agnostic coverage supported by its own technology platform, extensive coverage across different languages (at the regional and global level), Data Filtering: filtering of results by publication/media channel, by geography (region), Metrics: e.g. volume of mentions, share of voice, prominence, sentiment, impact/efficacy score metrics, message congruence, Trend Analysis: overall trends, Topic/Theme Analysis: identification of key themes, sentiment by theme/sub-theme, Automated and Human Sentiment Analysis, Influencer Profiling and Analysis: identify, profile, update and track online influencers, helping companies to engage them for advocacy, marketing, message propagation, eradication of information, promotion and influencer recruitment. Competitive Analysis: comprehensive social media based competitive analysis and insights covering products, new launches, investment trends, influencers among others, Product-Wise Analysis: delivers product/brand insights on multiple parameters: awareness, perception, sentiments and consideration of a product/brand,

54 Alerts: rule based alerts, negativity alerts to manage emerging crisis and evolving negativity sentiment proactively Advanced Option Features: Message Congruence, Theme-Wise Tonality, Virality Index, Impact Score-PRISM (Performance Rating Impact of Salience in Media), PR Goal-Related Indices (awareness, engagement, negativity), Corporate Reputation/Brand Equity Tracker, Event Analysis; Event Impact Analysis Event Impact Analysis monitors impact at various stakeholder levels along with an index to measure the event impact. Key Product Features- Event Impact Analysis: Alerts, Key Metrics: Reach, Sentiment, Prominence, Preferences by Stakeholders, Message Penetration, Congruence, Virality, All the above metrics via Comparison of pre/post event. Clients: Global 2000 companies Pricing: Pricing depends on the client requirements. The company offers monthly, quarterly and annual subscription, plus flexible project engagements. Languages: Multilingual analysis using a hybrid approach of translation tools, combined with in house and on demand partner pool of language experts. Text identification and sentiment analysis provided in over 30 languages including English, Arabic, Bengali, French, German, Hindi, Italian, Portuguese, Russian, Spanish and others. Geographic Coverage: Worldwide Lexalytics Salience 5 Company Name: Lexalytics HQs/Country: US Website: Company Type: Private Number of Employees: Introduction of the tool: 2004 Types of Media Tracked: All Areas: Analysis Languages: 9 Management: Jeff Catlin, CEO, Mike Marshall, CTO Contact: Lexalytics, Inc., 48 North Pleasant St. Unit 301, Amherst, MA Tel.: Offices Americas: Amherst (MA), Boston (MA)

55 For General Inquiries: Direct Mail: Jeff Catlin, CEO, Product Overview Lexalytics is a long-standing leader in the Natural Language Processing software market. The company offers a text analytics engine Salience that extracts metadata from any document sources and integrates as part of any text-analytics based reporting system. Lexalytics is an OEM vendor of text analytics and sentiment analysis technology for social media monitoring, brand management, and voice-of customer industries. Its flagship product, Salience 5.0 is built around Lexalytics new patent pending technology "ConceptMatrices", which is created based on the digestion of the user generated encyclopaedia, Wikipedia, and enables understanding of the complex relationships between words and meanings. Salience is a multi-lingual text analysis engine that is currently integrated into systems for business intelligence, social media monitoring, reputation management, automated trading, survey analysis, customer satisfaction, and more. It is used by a wide range of leading social media monitoring technology providers mentioned in this report including MBlast, Moreover, Media Vantage, Oracle, Cisco, evolve 24, Vocus, TNS Media, Thomson Reuters, Maritz and others. In 2014, Lexalytics has acquired Semantria, whose Excel-based sentiment analysis offers an easy and affordable ways to find the sentiments behind customer satisfactions ratings. Semantria s text and sentiment analytics solution is powered by Lexalytics technology and offers the same level of functionality but in app and cloud API form, while Lexalytics focuses on on-premise solutions. Key Product Applications: ediscovery, Social Media Monitoring, Enterprise Search, Market Research/Market Intelligence, Customer Satisfaction, Voice of Customer, Risk Management, and others. Product and Service Availability: Software Hosted, Consulting (Information Architecture, Content Ingestion, Search Speed, Large Scale System Design, Open Source/Salience Implementation Planning, Accuracy Evaluations, Tuning and Configuration, Implementation Support) Industry Focus: Salience has been used by companies across many different text analytics verticals: Manufacturing, Reputation Management, Public/Analyst Relations, Publishing, Market Intelligence, Financial Services, Pharma, Search, Content Marketing, ediscovery, and Voice of Customer Key Product Features - Salience 5: Real Time Monitoring, Data Latency: from few seconds for tweets, blog/news article and up to 5 minutes for large secondary research reports, Highly customizable: easy to set up, and easy to integrate with other applications and systems; Powers many social media monitoring; Handles text documents as well as, RSS Feeds, URLs/HTML. Automatically extracts companies and brands and understands the sentiments, as well as important subjects and their pertinent attributes; It can be used for reporting, enhancing search or discovery operations. Text analytics capabilities include: Entities (people, companies, places, products, and dates), Entity relationship (recognizing people and their job titles, people and their companies, and other relationship based entities), Document summarization (automatically generates abstracts from relevant information in document sources), Sentiment (for full document, paragraph, summaries, and entities), Themes (explore the context of the conversation), quotes, etc.

56 Provides messaging/positioning/market segmentation: thematic analysis to understand the words that people are naturally using to convey their view of the market, understands messaging needs to change market perceptions and rigorously measures the outcomes, Competitive Analysis: benchmark company s activities with those of competing products and brands, Secondary Research: combines multiple research reports to obtain summaries and results by different companies, people, and brands. Automated Sentiment Analysis: with improved sentiment scoring via the understanding of subjective vs. objective phrasing; Sentiment applies to many different Salience outputs including entities, themes, documents, query topics, and facets. Trend Analysis including volume of posts and sentiment trends, Awareness/preference/purchase/advocate analysis, Brand Equity and Image Analysis: understanding of interrelationships between the themes/concepts, competitors, products and sentiment API integration with other applications: companies can integrate Salience into their text analytics system as it provides an extensive toolset for customization and software wrappers that cover all key programming languages and software architectures such as C, Java, Python, PHP, Ruby, C#. Clients: A range of Fortune 500 companies (e.g., Cisco, HP, Microsoft, Oracle, Salesforce). There are three core audiences for Salience: (1) larger enterprises with specific "point" text analytics problems they need to address, (2) companies that are providing vertical-specific (i.e. hospitality, manufacturing) media and reputation management services, and (3) companies that want to add value to the content they are distributing. Lexalytics customers include enterprise search companies, social media firms, market research companies, and financial services companies. Some of their key clients include: Angoss, appen, bazaarvoice:, Bitly, Carlson, Cisco, Clara, Critical Mention, Coveo, Datasift, evolve 24, First Coverage, HP, Ikanow, IPG Interpublic Group, Maritz, Media Vantage, MBlast, Millward Brown, Microsoft, Micro Strategy, Moreover, Oracle, ProSearch, ProQuest, S2T, SmartBrief, Sherpa LLC, TCG, TNS Media, Thomson Reuters, Visible, Vocus, and others. Screen Capture 1: Lexalytics Salience 5 Sample Dataset

57 Screen Capture 2: Lexalytics Salience 5 Discovery Module - Themes and Entities Sentiment Breakdown Screen Capture 3: Lexalytics Salience 5 Discovery Module - Categories and Queries Breakdown

58 Pricing: Annual Subscription $50,000 to $100,000 Languages: Text and Sentiment Analysis available in 9 languages including English, French, German, Chinese (Mandarin), Italian, Korean, Japanese, Spanish, and Portuguese Geographic Coverage: Worldwide Social Figures / BrandCare Company Name: Social Figures Company Type: Private Number of Employees: 1-10 HQs/Country: Australia Website: Introduction of the Tool: 2010 Types of Media Tracked: Major Social Networking Sites (e.g., Facebook, Google+, Orkut), Microblogs (e.g., Twitter), Blogs, Video and Photo Sharing Sites (e.g., YouTube, Instagram), Forums, RSS Feeds, and others Areas: Monitoring, Analysis, Engagement, Reporting Languages: 12+ Management: Contact: Offices: Thiago Contri, Founder, Head of Business Development Ricardo Lamas, Founder, CTO Social Figures, 306 / 414 Gardeners Rd. Rosebery, New South Wales 2018, Australia Asia Pacific: New South Wales (Australia) Americas: Sao Paulo (Brazil) General contact@socialfigures.com Product Overview Social Figures is a technology company offering the social media monitoring platform for marketing, communications, sales and customer care professionals. Its flagship product BrandCare empowers users to promptly and efficiently monitor, analyze and engage with their audience across the social web. It is ideal for companies and agencies that need to understand and manage the reputation of their brands or to gain actionable insights to support their marketing and communication strategies. BrandCare employs complex linguistic, statistical and neural network algorithms to distill social data from multiple social media sites into relevant, actionable business insights that can be used to inform strategic business decisions. BrandCare gives users high flexibility to filter data streams and refine searches by using keywords, as well as media channels, tags, threads, tone, language and gender to cut through unrelated search results and improve relevancy of data and analysis. It enables users to quickly gain access to valuable meaning behind their social traffic such as demographics, geo-location

59 information, topic categorizations, influence, sentiment, competitors, and much more. It offers extensive reporting and standard keyword alerts for crisis management and enable users to reply and engage with their audience in real time. Industry Focus: Social Figures caters clients from across all industry sectors Key Product Applications: Marketing & Communications, Market Research (e.g., Customer Insights, Competitive Analysis), Sales, Customer Care Product and Service Availability: Software Hosted, Mobile, Agency, Consulting (Training and Analysis) Key Product Features: SaaS (Software as a Service), Real Time Monitoring, Data Latency: up to a few minutes depending on the source, Customizable Dashboards, Technology: leverages a complex linguistic, statistical and neural network algorithm that distill data into business intelligence, Extensive Media Coverage: major social networking sites (e.g., Facebook, Google+, Orkut), microblogs (e.g., Twitter), blogs, video and photo sharing sites (YouTubes, Instagram), forums, RSS feeds, News, and others, Data Visualizations: extensive range of graphs and charts including line chart, pie chart, bar chart and custom data, Data Filtering: filtering of results by keyword/topic, media sources, geography (e.g., country), language, gender (male, female, neutral, company), and others, SNA (Social Network Analysis): find clusters and export social networks to generate graphs on Gephi, Geo-Location: advanced resources for geo-localization (e.g., volume by region), Data Tagging: enables users to easily create tags by category and tag name for further filtering, Key Metrics: extensive range of metrics including volume of mentions, volume growth, number of records, retweets, and page comments, share of voice, impressions, engagement, reach, influence score (Klout), sentiment, volume of mentions by domain, and others, Trend Analysis: key metrics over time (volume of mentions over time, average per hour, etc.), Historical Data: one month of historical data, Automated and Human Sentiment Analysis: measurement of sentiment including total count and percentage share of positive, negative, neutral posts, and hybrid. Users can also manually assign sentiment through sentiment tagging, Topic Analysis: identification of key topics and brand s attributes, Word/Tag Cloud: e.g., Twitter Keyword Cloud, Influencer Analysis and Profiling: identification of key influencers (advocates and detractors), influence Klout score, and detailed profiling including influencer name, number of posts, number of followers, sentiment of their posts, location, gender, Klout Score, list of posts and other data, Competitive Analysis: monitoring competitors performance, Campaign Monitoring and Measuring: measure the performance of marketing campaigns through volume and reach, Engagement Function: enables users to engage directly from within BrandCare platform through their response system for Twitter and Facebook, Data Export: ability to export data and graphs into various formats include jpeg, png, pdf or svc format, Data Alerts: standard keywords based alerts for crisis management, Reporting: a wide range of reports including Brand Awareness, Benchmarking, Influencers, Audit, Public Segmentation, Crisis Management, Elections and Politics, and ad hoc reports specifically designed according to client requirements. Data Archiving: allows archiving of user s data during the entire client life cycle, Social CRM: Social CRM is offered with BrandCare and third party integrations, Workflow Management: supports multiple user accounts and workflow management including 4 different user access: User, Administrators, Users and Client ( with read only access), Mobile: software is optimized for tablet and smartphones, API Integration: API integration with third party client systems and applications are implemented on demand, Client Support: training, phone support, and support.

60 Screen Capture 1: BrandCare Dashboard Including Filtering Options, Key Metrics, Trend Analysis, Geo-Map

61 Screen Capture 2: BrandCare Dashboard Mentions - Filtering and Tagging

62 Screen Capture 3: BrandCare Dashboard Profiling - Individuals

63 Screen Capture 4: BrandCare Dashboard Company Profiling Screen Capture 5: Graph File Generated on BrandCare and Opened On Gephi

64 Clients: Major local and global brands have already used BrandCare including Carrefour, Corinthians, Citi Bank, Goodyear, Microsoft, Motorola, Natura, S2Publicon, and others. Pricing: Social Figures pricing model is based on a number of companies and keywords monitored and volume of mentions. The company currently offers the following plans: Starter Plan for $500/month covering 1 company, 25 keywords, 10K mentions, support and 2 users, Standard Plan for $1,000/month covering 2 companies, 50 keywords, 30K mentions, training, phone support, support and 4 users Professional Plan for $2,000/month covering 4 companies, 100 keywords, 100K mentions, training, phone support, support and 10 users Enterprise for $4,500/month covering 6 companies, 200 keywords, 300K mentions, training, phone support, support and unlimited number of users. Languages: Social Figures detects text and sentiment in more than 12 languages including English, Portuguese, Spanish, French, Dutch, German, Greek, Russian, Indonesian, Italian, Turkish, and Vietnamese. Geographic Coverage: Worldwide VICO Company Name: VICO Research & Consulting GmbH Company Type: Private Number of Employees: 35 HQs/Country: Germany Website: Introduction of the Tool: 2005 Types of Media Tracked: Forums, social networks, video portals, TV (continuous integration), Twitter, Blogs, News, Webdata, websites, web KPIs, Wikipedia, Open Linked Data, Socio-Economic Statistics, Q & A portals, review sites, shops, market data, commercial register Areas: Web, News and Social Media Listening, Engagement, Big Data Intelligence, Market Intelligence Languages: 40+ Management: Contact: Offices: Marc Trömel, Managing Director VICO Research & Consulting GmbH, Friedrich-List-Straße 46, Leinfelden- Echterdingen, Germany, Tel.: +49 (0) Europe: Echterdingen (Germany) For General Inquiries: info@vico-research.com Product Overview Since its founding in 2005, VICO (Virtual Community) has been specializing in providing customized Web Intelligence Solutions for Social Media Monitoring. In September 2014, VICO Research has launched a substantially updated version

65 of its VICO monitoring tool, offering many new and unique features including the most comprehensive query expansion on the market. In addition to a complex query structure, VICO is the only provider in the market to use macros for a more efficient use and management of query blocks. The VICO solution is oriented strictly to the applicable German data protection law and telecommunications law. It provides a complex role and permission system, so global media monitoring solutions can be specifically controlled and made available. With the new release of the VICO software each customer starts with proven analysis views, but any time views can be freely combined based on individual users or groups. The solution currently offers the most flexible options on the market. In addition, the new dashboard provides all exports in Microsoft native formats and can be efficiently used further in the MS Office Suite. VICO s "Bring your own data" feature allows integration with any customer data sources. The VICO solution is technically designed to allow seamless integration with any new data containers. In addition to further linguistic extension and the availability of dashboards in different translations, VICO integrates non-social data such as TV and print data via additional partners. VICO has extensive experience in supporting international B2C companies in business decision making process and specific applications of social media concepts. Focusing on Web Intelligence, VICO has been offering products and services to various industries and helped companies stay competitive within the world of the social web. To meet its customer s increasing demand, VICO Research has further extended its services into Social Media Research and Social Media Marketing. Key Product Applications: Web Intelligence, Customer Intelligence, Market Intelligence, Risk Management, Early Warning, Controlling, Community Management, Customer Relationship Management, Competition Monitoring, Campaign Tracking, Quality Management, Cross-Media Monitoring Product and Service Availability: Software-as-a-Service, Mobile, Marketing, Consulting & Research Industry Focus: VICO Research caters to companies across all industry segments Key Product Features: Near Real Time Monitoring Technology: Natural Language Processing (NLP), Address Extraction, Named Entity Recognition und Disambiguation (NER), Relationship Extraction, Machine Learning, Topic Detection, Data Linkage, Massive Parallel Data Processing, Language Detection Extensive Media Coverage: forums, blogs, online news, Twitter, YouTube, Google+, Facebook, Xing, review sites, Question & Answer portals, online shops, mails, TV, radio, print, but also customer-specific data sources and the Web Search: supports multiple keyword searches; complex search capabilities with wildcards, proximity and especially with macros for reusing common keywords; the most comprehensive query expansion on the market Charts and Visualizations: flexible dashboards with configurable charts with drill down filtering; more than possibilities of visualization on a set of data in any data dimensions and sizes Filtering for Spam: data is cleaned from doublets; sources with irrelevant content can also be excluded by the user Data Filtering: a total of nearly 50 filter dimensions: filtering of data by date (time period), media type/sources, location, brand, product, topic, sentiment, opinion leader, countries, languages, number of likes, Alexa Rank, etc. Metrics: offers standard metrics for all standard formats such as Google +, YouTube, Facebook, Twitter, forums, etc.; moreover, the tool displays intensive metadata and KPIs from own channels (Facebook Insights, etc.) Geo-mapping: the world map showing the countries with the most published posts; the geomap is also available for sentiment; a heat map and location mark for individual posts will be implemented in Sentiment Analysis

66 o Specific Sentiment: evaluation of communication sentiment showing the share of posts (positive, negative, neutral) according to objects of investigation and filters; It is possible to show and analyze only positive or negative posts and specific sentiment needs to be trained for each product group o Sentiment and Sentiment Trend: sentiment of the posts are depicted in the web interface in absolute values as well as over time (similar to communication volume) o Automated and Human Sentiment Analysis: the company typically provides automated sentiment analysis, but it can provide human sentiment analysis on the project base Influencer Profiling and Analysis: identifies key opinion leaders (based on influence score, relevance, focus and activity), influential sources and communication hot-spots Targeting: with the assistance of VICO, companies can also identify opinion-making consumers and groups on the Social Web, contact them, and integrate them into their communication Word/Tag Cloud: the Tag Cloud displays word frequencies mentioned in connection with a topic, product, target group, brand or competitor. New topics can thus be recognized quickly; Adjective Tag Cloud: this Tag Cloud depicts word frequencies the same way as the standard Tag Cloud, but displaying only adjectives and adverbs; Hashtag Tag Cloud: displays the most frequent hashtags or Twitter communication; all Tag Clouds can be displayed in combination with sentiment, rising/falling topics; The entity networks and clouds are able to identify persons, places, companies and events Trend Analysis: e.g. volume of mentions over time (buzz trend), sentiment trend, overall reach trend, reach per post trend, Cross Media trends Historical Analysis: historical data are available for the majority of the data sources Competitive Analysis: monitors client's competitors coverage in media to see how their client s brands compare against competition Campaign Monitoring and Measurement: monitors and measures success and effectiveness of marketing campaigns Link Analysis: links posted within the relevant communication are extracted and grouped according to object of investigation; a link analysis uncovers recommendation and referencing behavior of target groups Workflow: the flexible web interface supports creation of individual dashboards for specific use cases based on the client requirements; the tool is geared to a collaborative workflow Semantic (keyword) Modeling: The data model is created within the text mining system, keywords for topics, brand and products is defined and set into their semantic context; this differs from mere keyword-matching, the keywords is recognized in all their grammatical forms and conjugations Reporting: conducted through a fully automated, daily web interface or through a regular creation of monitoring reports containing qualitative and quantitative data Theme Monitor: relevant themes can be defined and semantically trained and modeled by VICO Alerts via or SMS: based on adjustable changes in sentiment and volume of buzz Data Export: It is possible to export statistics and evaluations in the following native formats: Microsoft Excel/Word/PowerPoint, PNG, PDF and CSV Benchmarking: relevant topics, products, competitors and brands can be compared Search Term Management: users can add and save their own search strings; further functions of the search term management are: macros, search term hierarchy, extremely long queries, extensive query constructs with proximity and wildcards, source sets, full tracking of all sources Data storage/archiving: o Data will be deleted after the defined term, differences between data sources have to be considered o Individual data sets can be deleted at any time. Data is stored in Frankfurt (Germany) according to the German privacy regulations o The computing center in which all servers are hosted is located in Frankfurt o A permalink links the original source o Data is stored in one central database o Data can be kept for any length based on the customer s request Workflow Management: supports multiple user accounts and offers workflow management with extensive sharing and visibility concepts, simultaneous encoding of documents such as categorization and sentiment, group management and in-tool collaboration API Integration with third party applications: different interfaces for different levels of integration, integrate your own files, export of whole widgets in external websites and portals, 4 different interfaces: o o o Data Export API Statistics API Administrations API

67 o Text Analytics API Data collection VICO uses a huge variety of data sources and data providers. The data used reaches from social media and news to general web data, open linked data and statistical data. This proven quality approach guarantees the highest possible quality and coverage of data. Clients: Deutsche Telekom AG, Ferrero, GfK Healthcare, LG Electronics/ Germany, Unilever, Fraunhofer Institut, T-Systems Intern., Vorwerk & Co KG, Johnson Controls, Axel Springer, and others Pricing: Automated monitoring and analysis start at 299 per month, customized analysis provided by VICO s analyst at 2,000 and individual developed Social Media strategies provided by VICOs marketers at 5,000. Screen Capture 1: VICOs Flexible Social Media Monitoring Dashboard

68 Screen Capture 2: VICO Research Dashboard Newspaper / Relevant Posts Screen Capture 3: VICO Research Dashboard Location

69 Screen Capture 4: VICO Research Dashboard Top Users Screen Capture 5: The System Adapts Automatically On Any Device Languages: 40+ languages including English, Dutch, French, German, Italian, Spanish, Portuguese, Chinese, Polish, Russian, Czech, Swedish, Arab, Japanese, Greek, Hungarian, Finnish, Danish, Norwegian, Korean, Dari, Farsi, Pushto. Additional languages may be added easily upon request Geographic Coverage: Worldwide

70 YouScan Company Name: YouScan RUS Ltd. HQs/Country: Russia Website: Company Type: Private Number of Employees: 15 + Introduction of the Tool: 2010 Types of Media Tracked: Facebook, Twitter, Instagram, VKontakte, MoyMir, Blogs, Forums, Reviews and Community Sites, Q&A sites Areas: Monitoring, Analysis, Engagement Languages: 2 Management: Contact: Offices: Direct Alexey Orap, CEO YouScan RUS Ltd., Street Pravda, d24, str. 4, Office 725, Moscow, Russia Tel.: +7 (495) (Russia); Tel.: +38 (044) (Ukraine) Europe: Moscow (Russia), Kiev (Ukraine) General info@youscan.biz Alexey Orap, CEO, alexey.orap@youscan.biz; Skype: alexeyorap Alexander Sirach, CMO, as@youscan.ru Product Overview YouScan is one of the leading brand monitoring companies focused on Russian and Ukraine markets. It empowers brands to stay on top of consumer opinions and complaints posted in social media, so they can react quickly to improve their customer satisfaction. YouScan's clients include major consumer brands such as P&G, Kraft, Nikon, LG and others, as well as a number of Russian and international marketing agencies. Key Product Applications: Marketing, PR, Customer Support, Sales, Market Research, Competitive Analysis Product and Service Availability: Software Hosted, Consulting Industry Focus: YouScan caters to businesses across all B2C industry sectors Key Product Features: Real Time Monitoring, Customizable Dashboard, SaaS: Service as a Software with monthly or annual subscription, Extensive Media Coverage: Facebook, Twitter, Instagram, VKontakte, MoyMir, Blogs, Forums, Reviews and Community Sites, Q&A sites, Drill Down Capability: to access specific comment/post, Data Filtering Options: filtering of results by media type/source, keyword/topic, author, date range, geography, sentiment, Charts and Graphs: Interactive charts and visualizations,

71 Key Metrics: «passion» (post/unique author), total volume of mentions over time, average number of mentions per day, maximum number of mentions, growth over specified period, share of voice, conversation dynamics, influencers, and others, Trend Analysis: total volume of mentions over time, Topic/Theme Analysis: the most mentioned topics ranked by frequency, Trending Word Cloud, Tagging: mentions tagging for categorization - Tag cloud, Automated and Human Sentiment Analysis: sophisticated linguistic algorithms specifically tailored to deal with complexity of Russian language, automated and human sentiment analysis, Influencer Profiling and Analysis: identification of the most active/influential authors, top sources and online communities; number of posts by each influencer and number of positive and negative sentiments assigned to their posts, Campaign Monitoring and Measurement: monitoring the volume and sentiment for pre and post campaign phase and presenting the data on the chart with specific timeframes markings, Competitive Analysis and Monitoring, Data Alerts: automated alerts delivered via , Data Export: data export in Microsoft Excel format.xls; graph/charts export in.png format, Engagement Function: allows engagement via Twitter from within YouScan platform, Data Archiving: unlimited data storage from the start of the account, Workflow Management: support for multiple user accounts with different access rights; offers a range of admin and collaborative tools such as task assignment, notes posting, sharing of documents and insights with other team members, categorization of references (tags), direct answers to Twitter, and others, API integration with third party applications: optional integration with CRM solutions (e.g. Microsoft Dynamics CRM, Terrasoft BPMOnline, Naumen Service Desk). Screen Capture 1: YouScan Dashboard

72 Screen Capture 2: YouScan Dashboard - Listing of Posts, Filtering Options (by Sentiment, Source, Source Type, Author, Community), Trending Words, Tagging and Assignment Features Clients: Alfa Bank, Grape (WPP), Efes Beverage Group, Hewlett-Packard, SPN Communications, Action Global Communications, Ahmad Tea London, Bayer, Dyson, Faberlik, Mondelez, Mediacom, Mindshare, M.Video, Nikon, OMD Digital, P&G, Piraeus Bank, re:store, Sbarro, SapientNitro, Sportmaster, Tribal DDB, Unilever, ZenithOptimedia, and many others. Pricing: The company currently offers 4 plans: Agency plan for $19,990 per year: The plan covers 50 topics and 40 users, monitoring Twitter, VC, Facebook, MySpace, blogs, forums, unlimited number of results, filtering options, reports (reports on the activity by media sources, reports on authors and communities, reports on key references), workflow, categorization (tags), regular reports delivered via , data export, engagement via Twitter, Website monitoring reviews, monitoring groups of BK, Facebook, analyst services (billed separately), separation of access to topics, integration with CRM, dedicated support manager; Corporate plan for $9,990 per year: The plan covers 25 topics and 20 users, monitoring Twitter, VC, Facebook, MySpace, blogs, forums, unlimited number of results, filtering options, reports (reports on the activity by media sources, reports on authors/communities, reports on key references) workflow, categorization (tags), regular reports delivered via , data export, Website monitoring reviews, monitoring groups of BK, Facebook, analyst services (billed separately), engagement via Twitter, separation of access to topics, integration with CRM, dedicated manager; Professional plan for $3,990 per year: The plan covers 10 topics and 10 users, monitoring Twitter, VC, Facebook, MySpace, blogs, forums, unlimited number of results, filtering options, reports (reports on the activity by media sources, reports on authors/communities, reports on key references) workflow, categorization (tags), regular reports delivered via , data export, engagement via Twitter, Website monitoring reviews, monitoring groups of BK, Facebook, analyst services (billed separately);

73 Basic plan for $1,990 per year: The plan covers 5 topics and 5 users, monitoring Twitter, VC, Facebook, MySpace, blogs, forums, unlimited number of results, reports on the sources and authors, the function of team work, data export. Languages: Russian, Ukrainian Geographic Coverage: Russia, Ukraine, and Kazakhstan Excerpts only - To obtain a full access to all 245 SMM Technology Profiles, please order SMM Tools and Services Report/Part 2 or visit our publication page at for more information.

74 Ideya Ltd How To Order Title: Social Media Monitoring Tools and Services 2014 Published: October, 2014 Content: 245 Tool and Service Providers Profiles Format: PDF; Pages: 930, Part 1 and Part2 The report is available for purchase from Ideya Ltd. Please send your order details via at lmilic@ideya.eu.com. Please indicate if you would like 1,290 / $1,990 Full Report single user PDF 3,450 / $5,340 Full Report multi-user license PDF 742 / $1,140 single user PDF for Part1: Analysis (272 pages) 994 / $1,530 single user PDF for Part2: 245 SMM Technologies and Services Profiles (658 pages) When you place the order, please provide us with your billing information: First Name: Last Name: Title: Company Name: Billing Address: City: Post Code: Country: address where to send report: Telephone number:. Contact: Luisa Milic, Director,., 39 Highfield Avenue, Cambridge CB4 2AJ Tel: +44 (0) ; lmilic@ideya.eu.com; Web: