Overtone, which has raised $20.5 million in funding, develops a SaaS applications that allows companies to monitor social media platforms and analyze customer sentiment, emerging issues, and topic trends.
Overtone’s platform will be added to Kana’s customer service management platform to give service agents the ability to listen to conversations about a brand or company on social media channels. Service agents will be able to track customer conversations across social networks, email, web feedback forms, chat, surveys, and online communities.
Social media monitoring platforms are being scooped up left and right. Last week Salesforce spent $326 million on Radian6.