Verint Systems Inc. has signed a definitive agreement to acquire Foresee, a leading cloud voice of the customer (VoC) vendor. The Verint-Foresee combination aims to create the market’s most comprehensive omnichannel cloud VoC portfolio available—an analytics-rich offering that will allow organisations to better measure and understand customer experiences and prioritise the improvements that will have the greatest business impact.

The acquisition will add Foresee’s causal modeling, predictive analytics and benchmarking to Verint’s existing omnichannel VoC portfolio. The combination will create a new standard for customer experience (CX), marketing and operational executives who want a unified view of the voice of their customers across digital, voice, surveys, email, chat and social media. Both Verint and Foresee customers will benefit from an innovative vision, backed by the resources and commitment to building the next generation of VoC solutions for organizations looking to elevate their customer experience.

According to Verint, leading industry analysts agree that voice of the customer solutions are required to gain a complete view of the customer experience. Without this focus, organisations are challenged to truly understand the customer journeys and sentiments that help measure CX impact. Analysts emphasise that CX stakeholders inside organisations must transition from channel centric activities to holistic programmes that manage customer interactions in full context across all touchpoints and channels to drive better business outcomes.

“We would like to extend a warm welcome to Foresee employees. This business combination further solidifies our commitment to customer engagement market leadership, helping organisations achieve their customer experience goals at all levels—from the contact centre to digital channels and across the entire enterprise,” says Elan Moriah, President, Customer Engagement Solutions, Verint. “Combining Foresee’s deep digital domain expertise with our automation and analytics expertise will accelerate our cloud VoC technology innovation and squarely address the needs of customers to drive better business outcomes by enhancing the 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. “Organisations 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.”

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