With new versions of Telligent's (site) Community and Enterprise Collaboration solutions out the door last February, the only thing left to know was when would we see an updated version of their analytics. While we still don't have a firm date in hand, we do have a look at some of the new capabilities coming in it.
The 4 Core Areas of Analytics 3.5
Telligent Analytics is almost three and a half years old and there's no sign that this solution is joining the market of basic analytic solutions. Rob Howard, CTO and founder of Telligent gave CMSWire an overview of the four core areas that Telligent Analytics 3.5 covers. Here they are:
All analytics solutions listen. It is a basic requirement. You need to listen to what yourinternal and external communities are saying. Like Howard says, this is what provides clear insight into what your customers/employees want and need.
But listening is becoming commoditized. Howard says they are seeing their toolset delivered alongside the likes of Radian6 and similar solutions.
And listening is only the beginning, not the end. Howard says you have to make that actionable.
Which brings us to the importance of analyzing collaboration activities. Where are people spending their time, who is contributing what to the conversation.
New in Analytics 3.5 is topic focused analytics. Key topics, who is participating in the conversation, where does the organization need to provide more resources? For internal communities you will be able to determine who is providing the expert knowledge required and where it may be needed, but isn't available (or not enough is available).
These are the types of things you will get from topic focused analytics.
Another area that Howard says there is a need is support analytics. There are a number of external support communities out there. But there's a large gap in tools that would allow support managers to put KPIs around these communities.
Telligent is putting metrics around these communities in Analytics 3.5.
The upcoming new version of Analytics will provide breakdowns of detailed user types. There will be eight different categories describing the types of users participating in your communities.
Bridging Web and Social Analytics
As part of their analytics offering, Telligent also offers Web Analytics, metrics that provide basic traffic patterns and usage. Telligent uses these web analytics as a bridge into social analytics.
Where traditional analytics is missing the ability to connect to the next level of information — the who — Telligent's social analytics comes into play. According to Howard, web analytics draws a picture, social analytics colors it in.
The other key, Howard points out, is that it is important to serve the right information to the right people at the right time. Having the tools is just the beginning, there's just too much information to look at.
User Engagement Analytics
Howard believes that Telligent is in the unique position to offer user engagement analytics. He believes that most vendors have the toolset — or at least part of it — but Telligent offers both the collaboration platform and the analytics.
Howard points to Google's acquisition of social search vendor Aardvark, as a closer model to what they are doing then say, what Jive Software or Radian6 offer. Both of these vendors focus their analytics on public information. Although with Jive's acquisition of Filterbox, we should expect to see internal community analytics as well.
It all sounds very interesting and we do know that what Telligent offered in earlier versions of Telligent Analytics enabled many organizations to determine ROI from their community solutions. Unfortunately we can't show you screenshots of this upcoming version. All we know for sure is that it's coming soon.