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Verint Acquires Vovici

The latter's enterprise feedback management capabilities will be added to the former's existing customer experience analytics suite.

Verint Systems (Melville, N.Y.), a provider of customer analytics software, has acquired Vovici (Herndon, Va.), with the intention of incorporating the latter's enterprise feedback management capabilities into the Verint Voice of the Customer Analytics platform.

“This business combination will change the playing field in the market, advancing our customers around the globe through a solution designed to help them achieve their voice of the customer goals at all levels—from the contact center through the entire enterprise,” Dan Bodner, CEO of Verint, says. “Combining Vovici’s deep domain expertise with our actionable intelligence vision will further position us to solidify our already strong market leadership position.”

The companies claim that the combined offering will allow users to drive loyalty through actionable insights from:

  • Speech Analytics: directly mining insight from the recorded voice, whether as part of a contact center interaction or voice-based (IVR) feedback program, and analyzing mass recorded conversations to identify call drivers, call topics and customer attitudes.
  • Social Media Analytics: directly mining insight and customer sentiment from social media channels.
  • Email and Web Chat Analytics: directly mining insight and customer sentiment from other text-based sources, such as email, web chat and customer feedback sentiments.
  • Feedback Analytics: creating 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.

      The finished product will also integrate with Verint’s Impact 360 Workforce Optimization suite, enabling organizations to implement, manage and track performance improvement programs throughout the enterprise to help service, delight and retain customers, according to the companies.

      Nathan Golia is senior editor of Insurance & Technology. He joined the publication in 2010 as associate editor and covers all aspects of the nexus between insurance and information technology, including mobility, distribution, core systems, customer interaction, and risk ... View Full Bio

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