Expanding on its Voice of the Customer (VoC) Analytics platform,
Verint® Systems Inc. (NASDAQ: VRNT) today
announced the signing of a definitive agreement to acquire, upon
closing, Vovici™, an industry leader in enterprise feedback
management (EFM) solutions. This combination will create a new
category leader in enterprise solutions designed for chief customer
officers (CCOs), chief marketing officers (CMOs), chief experience
officers (CXOs) and other VoC executives across organizations. As
the market’s most comprehensive VoC Analytics platform available,
the Verint-Vovici solution will enable organizations to implement a
single-vendor solution for collecting, analyzing and acting on
customer insights.
The acquisition will add Vovici’s powerful, scalable and
easy-to-use enterprise feedback solutions to the Verint VoC
Analytics platform, which is setting a new industry standard for
helping forward-thinking organizations develop a single solution
set for VoC initiatives across voice recordings, surveys, email,
chat and social media. Combined with the industry’s leading speech
and text analytics solutions and workforce optimization suite, the
addition of Vovici will add market-leading VoC functionality,
including advanced survey management, customer profile management,
interactive dashboards and ad-hoc analysis across any customer
touch point. Learn more about Vovici and its product line, by
clicking here.
“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,”
says 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,”
adds Bodner. “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, leading
brands—including many from the Fortune 100—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 (ROI) across a
variety of industries. For example, a leading 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,” says 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.”
Industry experts agree on the importance of tapping into these
customer experiences to drive operational excellence. Notes
Kathleen Peterson, chief vision officer, PowerHouse Consulting, “We
are seeing C-level customer experience and associated positions
take off. As a result, organizations need tools that will enrich
their roles. When combined with the right strategic planning around
the customer experience, the combination of Verint and Vovici will
offer customers the technology to help bring these critical voice
of the customer initiatives to life.”
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 US brands, [the] customer
experience ranges from just OK to downright bad.”1 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.”2
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, 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.
For any initiative that requires insight into customer
sentiment, these Verint solutions can help organizations gain deep
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. The result is the market’s
most complete view into what’s really happening with customers, the
drivers of issues and cross-channel patterns, and the ability to
predict their needs, expectations and end behaviors.
For more information, please see Verint's Current Report on Form
8-K filed with the Securities and Exchange Commission today.
About Vovici
Vovici is the leading provider of online survey management and
enterprise feedback solutions. Powerful, scalable and easy to use,
Vovici’s solutions help companies engage customers, employees and
partners to increase loyalty, facilitate innovation, and influence
critical business decisions. Thousands of organizations worldwide,
including leading brands such as Cisco, Coleman, Marriott and
Toyota, as well as more than half of the Fortune 500, rely on
Vovici to turn information into action. www.vovici.com
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the worldwide leader in
enterprise workforce optimization (WFO) software and services. As
the market’s first 5th-Generation WFO solution, its unified Impact
360® suite enables organizations of all sizes to capture, analyze
and act on customer, business and market intelligence, and optimize
customer experiences. Impact 360 Workforce Optimization™—comprised
of quality monitoring and recording, voice of the customer
analytics (including speech analytics, text analytics and customer
feedback surveys), desktop and process analytics, workforce
management, performance management, eLearning, coaching and
more—serves as a strategic asset across front- and back-office
sales and service operations that help shape the customer
experience. Used by thousands of organizations around the globe,
Verint solutions help improve the entire customer service delivery
network, powering decisions Real Time at the Right Time™ to advance
service excellence across today’s customer-centric enterprises.
About Verint Systems Inc.
Verint® Systems Inc. is a global leader in Actionable
Intelligence® solutions and value-added services. Our solutions
enable organizations of all sizes to make timely and effective
decisions to improve enterprise performance and make the world a
safer place. More than 10,000 organizations in over 150
countries—including over 85 percent of the Fortune 100—use Verint
solutions to capture, distill, and analyze complex and underused
information sources, such as voice, video and unstructured text.
Headquartered in Melville, New York, we support our customers
around the globe directly and with an extensive network of selling
and support partners. Verint is listed on the NASDAQ Stock Market
under the symbol “VRNT.” Visit us at our website
www.verint.com.
1 The Customer Experience Ecosystem, Forrester Research, Inc.,
June 22, 2011
2 The Customer Experience Ecosystem, Forrester Research, Inc.,
June 22, 2011
This communication, and all oral statements made regarding the
subject matter of this communication contain forward-looking
statements. These statements are based on the current expectations,
predictions, views, opportunities, plans, strategies, beliefs and
statements of similar effect of Verint Systems Inc. and are subject
to a number of risks, uncertainties and assumptions that could
cause actual results to differ materially from those described in
the forward-looking statements. All statements other than
statements of historical fact are statements that could be deemed
forward-looking statements. For a detailed discussion of these risk
factors, see our Annual Report on Form 10-K for the year ended
January 31, 2011 and our Quarterly Report on Form 10-Q for the
quarter ended April 30, 2011. Verint Systems Inc. expressly
disclaims any obligation or undertaking to update or revise any
forward-looking statements contained herein to reflect any change
of expectations with regard thereto or to reflect any change in
events, conditions, or circumstances on which any such
forward-looking statement is based, in whole or in part.
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