A leading provider of analytic solutions, 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 said it has broadened its capabilities for listening, analyzing and acting on the VoC across all channels—digital, voice, text and social.
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.
Verint’s Elan Moriah, president, Customer Engagement Solutions
OpinionLab is a great addition to our Customer Engagement Optimization portfolio, and we’re delighted to welcome its employees and customers into the Verint family.
