Verint Acquires OpinionLab


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Verint Systems today announced its acquisition of OpinionLab, a provider of voice of the customer listening solutions for web and mobile customer experiences.

Through the 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 channels, including digital, voice, text, and social.

"Capturing, analyzing, and acting on the voice of the customer are critical for any organization in any industry," said Verint's Elan Moriah, president of customer engagement solutions, in a statement. "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. 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."

"OpinionLab is very pleased to join forces with Verint, a market leader in customer engagement that shares a vision for the importance of listening to customers on their terms and responding quickly and effectively on the feedback they share," said Sean Fallon, CEO of OpinionLab, in a statement. "Now, if a customer can say it, write it, or click it, Verint and OpinionLab voice of the customer solutions can collect, analyze, and enable organizations to take action on it."

Leveraging software from the combination of Verint and OpinionLab, organizations can benefit from the following portfolio of VoC solutions:

  • Enterprise Feedback Management, for measuring and analyzing relationships with customers and employees through feedback captured on phone, email, SMS, web, and mobile devices;
  • Digital Feedback Management (OpinionLab), for measuring and analyzing digital transactional interactions on web and mobile devices in real-time during key moments in the digital customer journey;
  • Speech Analytics, for measuring and analyzing voice interactions; and
  • Text and Social Analytics, for measuring and analyzing text- and social-based interactions.