Verint to Acquire Vovici, Creating Category Leader in Voice of the Customer Solutions
Posted by Greg Stock on Tue, Jul 19, 2011
Earlier today, we publicly announced that our company has reached agreement to be acquired by Verint (NASDAQ: VRNT), a global leader in actionable intelligence solutions. Verint serves more than 10,000 organizations in over 150 countries, including more than 85 percent of the Fortune 100, and provides solutions solutions to capture, distill, and analyze complex and underused information sources, such as voice, video and unstructured text.
To say I’m thrilled for Vovici to be joining the Verint family would be an understatement. The combination
will create the industry’s most comprehensive VoC solution for multichannel analytics and greatly expand our ability to help unlock the value of customer experiences. If you are responsible for VoC initiatives, today marks an enormous milestone in the market.
Leveraging the Verint-Vovici solution, global customers can drive loyalty through actionable insights by standardizing on a single VoC solution set across the full range of customer communication channels—voice email, chat, web and IVR surveys, online communities and social media outlets—using:
- Speech Analytics – directly mines insight from the recorded voice, whether as part of a contact center interaction or voice-based (IVR) feedback program, and analyzes mass recorded conversations to identify call drivers, call topics and customer attitudes.
- Social Media Analytics – directly mines insight and customer sentiment from social media channels.
- Email and Web Chat Analytics – directly mines insight and customer sentiment from other text-based sources, such as email, web chat and customer feedback sentiments.
- Feedback Analytics – creates useable and timely insights needed to improve products, loyalty and advocacy. Interactive dashboards accelerate the discovery and sharing of insight, support and ad-hoc analysis, and enable push reports driving timely insight into the business.
- Integration to the industry’s leading WFO platform – Verint’s Impact 360® Workforce Optimization™ suite enables organizations to implement, manage and track performance improvement programs throughout the enterprise to help service, delight and retain customers
To learn more about the combination, click here.