Verint Systems 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 global 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, Verint has extended its 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.
“Capturing, analyzing and acting on the voice of the customer are critical for any organization in any industry,” says Elan Moriah, Verint’s president, for customer engagement solutions. “With the OpinionLab combination, we’re taking voice of the customer to a new level by giving organizations a complete solution for improving the customer experience across engagement channels.”