Verint Systems Inc. announced that it has extended its Customer Engagement Optimization portfolio through its acquisition of OpinionLab, a provider of continuous voice of the customer listening solutions that drive smarter, real-time digital engagement. OpinionLab solutions are used by 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.
Through its acquisition of OpinionLab, a provider of 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.
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.