Call Accounting Featured Article

Verint Vies for VoC Market Leadership with ForeSee Purchase

  By Maurice Nagle, Web Editor

What is the customer really saying? This is a question that far and wide, high and low, is puzzling organizations. SMB to enterprise, hearing the VoC  (Voice of the Customer) is a matter paramount to prosperity, as in the digital era customer service is a key differentiator.

Verint (News - Alert) announced the completion of a definitive agreement to acquire VoC vendor ForeSee. The acquisition creates a compelling omnichannel cloud VoC portfolio. Verint is vying for VoC leadership, and this is a strong gesture in that general direction.

In specific, ForeSee’s causal modeling, benchmarking and predictive analytics will join Verint’s existing portfolio, creating a comprehensive view of the customer across an omnichannel environment, promising an enhanced customer experience.

“We are excited to join the Verint team and help take the VoC market to the next level together,” says Jay Sinder, CEO, ForeSee. “Organizations today compete primarily on the basis of customer experience. A great experience increases customer loyalty and decreases operating expenses, which the Verint-ForeSee combination can uniquely deliver to customers. We believe that our customers will greatly benefit from future technology enhancements and integrations into Verint’s wider customer engagement portfolio.”

The contact center is no longer a bank of phones and army of agents ready to serve. Sure, the agents are still there, but innovation is arming call centers with an arsenal aimed at improving the way businesses deliver customer service.

What’s in your contact center?