Digital > ARCUS Features



ARCUS: High-Level Features

  • SaaS: Service as a Software
  • Real-Time Monitoring: Offers real-time monitoring of brand conversations across a range of social media platforms and comprehensive actionable intelligence including sentiment analysis, audience intelligence, demographic analysis, competitor benchmarking, industry trend monitoring, and others.
  • Data Latency: Upto 0-5 minutes for Twitter & Facebook, and Upto 30 minutes for blogs & news.
  • Standard Dashboard: Real-time monitoring and analysis dashboard to visualize social data collected from various social media channels, customizable social media dashboards.
  • Technology: Arcus uses a customized data crawler that uses big data technology. In terms of data analytics, Arcus uses NLP-based sentiment classifiers and topic detection technology for allowing users to understand what people are talking about the brand.
  • Extensive Media Coverage: Twitter, Facebook, Google+, LinkedIn, Instagram, Tumblr, Weibo, Blogs, Flickr, YouTube, News Sites, Online Forums, and Discussion Sites.
  • Search: Search across social media platforms using the advanced Boolean keyword query builder.
  • Drill down functionality: Drill down analysis linking to original sources and specific posts.
  • Filtering for spam and duplicates: Advanced filtering of fraud profiles and spam messages. User feedback on spam filtering is possible. Ability to create a list of spammers on the platform.
  • Filtering: Filtering of results by media type, demographics (age, gender, and location), geography, languages, and sentiment. In addition to this, the platform also has advanced keyword filters with which users can filter based on Boolean logic, username, links, notes, and ticket IDs.
  • Message Tagging: Users can write a business rule to tag messages based on their need and purpose and geo-tagging of the audience.
  • Social Media Channel Analytics: Offers an instant analysis of the company and its competitor performance on Twitter and Facebook including demographic insights, engagement and influences cores, major trends in account activities, key trends in account activities, and others.
  • Key Metrics(examples): Volume of mentions, likes, impressions, reach, share of voice, Engagement Scores for Twitter Profile and Facebook pages(indexes the Facebook pages on the bases of engagement on the brand page and takes into account likes, comments, post by fans), Influencer Scores for Twitter Profile and Facebook pages (takes into account the parameters such as number of followers, second level following, average- re-tweets, listed counted), Audience Influence Rank(shows the important member of the brand community and is determined for Twitter, Facebook, blogs, news, etc.), prominence score, opinion score.
  • Trend Analysis: Eg. Volume of mentions over time, sentiment trending, trending topics, word cloud of popular topics, etc.
  • Historical Data: Offers data at any given period since 2006 for Twitter.
  • Automated and Human Multilingual Sentiment Analysis: 80% accurate sentiment classifier (positive, negative, neutral sentiments); It also offers human sentiment analysis by allowing users to overwrite the sentiment automatically assigned by the system.
  • Influencer Profiling and Analysis: Identification of key brand influencers and audience intelligence, influencer monitoring, and brand influences cores.
  • Competitive Analysis: Competitor benchmarking for Twitter and Facebook profiles, Competitor trends and geographic dominance by online buzz and share of voice.
  • Topic Analysis: The most talked about topics in the industry and by competitors.
  • Word/Tag Cloud: The most frequent keywords/topics occurring in the conversation.
  • Social Media Publisher: Allows users to keep track of their social updates and manage their responses through automated publishing on Twitter, Facebook, Google+, Tumblr, and LinkedIn, a unified campaign tracking dashboard, intuitive-calendar view & powerful click stream analytics.
  • Campaign Monitoring and Management: Includes automated publishing, click stream analytics, intuitive calendar view, unified campaign tracking dashboard, and alerts.
  • Data Alerts: Automated alerts delivered via email with alert frequency customizable according to the package (daily alerts, monthly, etc.). Arcus also generates email alerts based on SLA or events defined by users.
  • Customized Widgets: You can create custom forms and embed them into your website.
  • CRM Integration: Integration with third-party CRM systems (Salesforce, Microsoft Dynamics, Siebel, Talisma, etc.).
  • CRM Dashboard: A real-time dashboard displaying the performance of customer responses and agents’ performance. It offers a range of customer service metrics such as FRT, AFRT, TAT, and average response time. Users can easily view individual agents’ work details and performance in real-time, as well as complete workflow history and export them in pdf/Excel format.
  • Data Archiving: Cloud-based data storage of user content; the capon saved search results is 10,000.
  • Data Export: Microsoft Excel format, PDF and Image files.
  • Workflow and Engagement Console: Offers comprehensive engagement console with one click response mechanism and workspace for interaction with the audience and management of the communication flow between company teams across the organization.
  • Agent Unibox: Dedicated interface for agents to manage all the incoming cases and handle tickets with ease by employing multiple workflow actions such as close, ignore, or re-assign, which are controlled by permission settings set by supervisors. Agent Unibox allows users to view customers’ historical conversations and pre-recorded customer details in order to get a better context about the case. It offers seamless integration with the knowledge base so users can access used response templates to simplify the engagement process.
  • Automated Intelligent Routing: The platform also allows users to create intelligent routing which can route incoming messages to specific agents or groups of agents. The rules can be created based on keywords filters or via integration with CRM where social handles are mapped to the customer’s DB. This type of integration allows the platform to route high-valued customer complaints directly to special social media agents for ready resolution.
  • Knowledge Base: In-built knowledge base enables users to create frequently asked questions for agents to access while responding to customer queries.
  • Response Template: In-built response template management which allows users to access client-approved responses to be used to reply to queries and complaints.
  • Workflow Management: Supports multiple user accounts and offers configurable team management workflow, including group creation, task, and role assignment function, priority setting, one-click reply function, activity report on each user, resource sharing, etc. It offers workflow automation allowing users to automate the prioritization of messages using custom-defined rules and priority scores, create and route cases to designated agents based on custom-defined rules and SLA, and assign cases to a group of agents by creating workbaskets.
  • API Integration: Offers integration with traditional customer support system (e.g., Siebel, Salesforce, Microsoft Dynamic, Talisma, etc.), bi-directional integration with the company's CRM platform for managing entire social customer service from traditional CRM, and enrichment of customer data in company’s CRM using Arcus’s social footprint engine.
  • Languages Covered: Afrikaans, Arabic, Bulgarian, Bengali, Czech, Danish, German, Greek, English, Spanish, Estonian, Persian, Finnish, French, Gujarati, Hebrew, Hindi, Croatian, Hungarian, Indonesian, Italian, Japanese, Kannada, Korean, Lithuanian, Latvian, Macedonian,Malayalam, Marathi, Nepali, Dutch, Norwegian, Punjabi, Polish, Portuguese, Romanian, Russian, Slovak, Slovene, Somali, Albanian, Swedish, Swahili, Tamil, Telugu, Thai, Tagalog, Turkish, Ukrainian, Urdu, Vietnamese, Simplified Chinese, Traditional Chinese.
  • Sentiment Analysis in 13 languages: Including English, Bahasa Malaysia, Bahasa Indonesia, Chinese, Japanese, Korean, Thai, Spanish, Portuguese, German, French, Russian, and Arabic.
  • Geographic Coverage: Worldwide

Contact Us

If you have any questions, you may contact us via email info@streamdigitalservices.com