Verint Acquires OpinionLab

Verint Systems Inc. announced that it is extending its Customer Engagement Optimization portfolio through the acquisition of OpinionLab, a provider of continuous voice of the customer listening solutions that are used to optimize web and mobile customer experiences and engagement.

According to Verint, voice of the customer (VoC) solutions are becoming a strategic imperative, helping organizations measure and enhance experiences, satisfaction and loyalty. And, as more customer engagements follow a “digital-first” approach for conducting research, performing transactions, and solving problems, companies need to measure their customers’ digital experiences and quickly act on those insights to their customers’ experiences and their own business performance. 

Through its acquisition of OpinionLab, a provider of customer-initiated digital channel VoC, Verint has extended Customer Engagement Optimization portfolio to now include the ability to measure and act on digital customer experiences in-the-moment, and broadened its capabilities for listening, analyzing and acting on the VoC across all channels—digital, voice, text and social.

Capturing, analyzing and acting on the voice of the customer are critical capabilities for any organization, said Verint’s Elan Moriah, president, Customer Engagement Solutions, noting that with the addition of OpinionLab, Verint is giving organizations a complete solution for improving the customer experience across engagement channels.

With the combination of Verint and OpinionLab, Verint says, organizations will be able to take advantage of enterprise feedback measurement for measuring and analyzing a company’s relationships with its customers and employees. EFM delivers “company-initiated feedback” from customers and employees; digital feedback management (OpinionLab) for measuring and analyzing digital transactional interactions on web and mobile devices; speech analytics for measuring and analyzing voice interactions; and text and social analytics for measuring and analyzing text- and social-based interactions. Text and social analytics uncover actionable intelligence from interactions taking place via email, web chat, social media, surveys and customer forums, and provide deeper insights into customer sentiment, service experiences and more.

More information is available from www.opinionlab.com and www.verint.com.