Verint to Acquire Vovici

Expanding on its Voice of the Customer (VoC) Analytics platform, Verint Systems Inc. announced the signing of a definitive agreement to acquire, upon closing, Vovici, a provider of enterprise feedback management solutions. The Verint-Vovici solution will enable organizations to implement a single-vendor solution for collecting, analyzing and acting on customer insights.

Combined with speech and text analytics solutions and a workforce optimization suite, the addition of Vovici will add VoC functionality, including advanced survey management, customer profile management, interactive dashboards and ad-hoc analysis across any customer touch point.

“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,” said Dan Bodner, CEO, Verint. “Combining Vovici’s deep domain expertise with our actionable intelligence vision will further position us to solidify our already strong market leadership position.

“Further, the combination is a strategic move that will fill a void in the market by enabling customers to extract tremendous value from this emerging toolset for the chief customer officer,” Bodner said. “It will offer our combined customers another means to extract critical information through sophisticated enterprise feedback and robust analytics to better anticipate, understand and act on the VoC—helping foster more loyal customers and drive more profitable business outcomes.”

Through solutions in Verint’s VoC Analytics platform, many brands trust Verint to deliver the actionable intelligence required to make better business decisions and improve enterprise performance. Similarly, Vovici solutions deliver measurable return on investment across a variety of industries. For example, a manufacturer of outdoor equipment redesigned its product packaging based on customer feedback, which resulted in double-digit sales growth; and a U.S. nationwide retailer saved more than $4 million and enabled projects to be completed three to five times faster.

“Generating a unified view into the customer experience is a critical enabler for every business today,” said Greg Stock, CEO, Vovici. “Whether driving customer loyalty, optimizing operational performance or supporting broader business transformation initiatives, the addition of Vovici to Verint’s proven, market-leading solutions will greatly expand our ability to help unlock the value of customer experiences.”

Delivering on the Promise of VoC Analytics to Respond to Failing Customer Experiences

According to independent research company Forrester Research Inc., “For roughly two-thirds of U.S. brands, [the] customer experience ranges from just OK to downright bad.” It adds that “Many customer experience initiatives don’t meet their full potential—or worse, fail completely—because neither employees nor partners have a complete picture of what the customer experience actually entails or the dynamics that go into creating it.” Implementing a comprehensive VoC program that correlates customer touch points can optimize performance across all channels, so organizations can keep customers engaged with great experiences and loyal through great relationships.

Leveraging the Verint-Vovici solution, global customers can drive loyalty through actionable insights by standardizing on a single vendor VoC solution set across the full range of customer communications channels—voice, e-mail, 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.

• E-mail 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 WFO platform—Verint’s Impact 360 Workforce Optimization suite enables organizations to implement, manage and track performance improvement programs throughout the enterprise.

For any initiative that requires insight into customer sentiment, the Verint solutions can help organizations gain understanding by leveraging unified customer data across communications channels for a singular view into experiences. The Verint VoC Analytics platform enables users to see all of the different interactions coming from the same customer in a defined time period sorted by interaction date.

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