Verint completes Vovici capture

The purchase will allow Verint to combine call centre monitoring, social listening and structured surveys in one platform.

This, the vendor suggests, will allow it to deliver to market the most comprehensive single vendor VoC solution available.

Dan Bodner, CEO of Verint, said: "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 centre through the entire enterprise."

According to a recent report from analyst firm Gartner, an increasing number of organisations are aligning their customer feedback initiatives under a centralised environment technically and operationally. It suggested that firms are increasingly creating VoC or customer experience management (CEM) teams, headed up by such roles as VP of customer experience or chief customer officer, with additional representation from across the enterprise.

Response to the acquisition has been positive. Donna Fluss, president of DMG Consulting LLC, said: “Vovici has strong EFM capabilities. Verint has strong analytics capabilities. Put them together, and you really do have a complete voice of the customer analytics platform. It’s a very good move with great potential for both companies.”

Vovici was founded in 2006, providing EFM tools that connect to customers via the web, social media and chat.

The deal is reported to have cost Verint in the region of $76 million.