Verint Extends Voice Of The Customer Suite To Digital Engagement

Verint® Systems Inc. (Nasdaq: VRNT) today announced that it has extended its Customer Engagement Optimization portfolio through its acquisition of OpinionLab ®, a leader in continuous voice of the customer listening solutions that drive smarter, real-time digital engagement. OpinionLab solutions are used by world-leading brands to optimize web and mobile customer experiences and engagement.

Voice of the Customer (VoC) solutions are becoming a strategic imperative, helping organizations measure and enhance experiences, satisfaction and loyalty. As more customer engagements follow a "digital-first" approach for conducting research and performing transactions, as well as solving problems, companies need to measure their customers' digital experiences and quickly act on those insights to enhance both the customer experience and business performance.

Complete Single-Vendor Solution for Measuring and Acting on the Voice of the Customer

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

"Customer experience is a centerpiece of CenturyLink's strategy and critical to how we measure success," explains Derek Koecher, senior vice president, corporate strategy and business development, CenturyLink. "As our customers continue to engage us across channels, our combined Verint and OpinionLab solutions will enable us to measure and act even more effectively on their experiences throughout the customer journey."

Together, Verint and OpinionLab are committed to helping organizations benefit from actionable intelligence across all engagement channels and harnessing the VoC to better anticipate and take action; deliver consistent, personalized service; foster seamless transitions from digital to other service channels; and connect the complete customer journey.

If you liked this article you might like

The Bottom Could Quickly Drop Out of the Stock Market: Market Recon

Amazon's Plan to Swallow Whole Foods to Foment More Destruction, More Scrutiny

5 Things You Must Know Before the Market Opens Wednesday