Verint Adds to Vovici and Contact Center Assets To Expand Customer Engagement Offerings
On January 6th, Melville, NY based Verint® Systems announced a $514M intent to acquire Sunnyvale, CA, KANA Software. Verint is a software vendor with a core in analytical software. Verint’s core offerings provide enterprise intelligence and security intelligence. The acquisition is significant in the market because:
- Big data and analytics meet customer experience. Verint expects to expand its customer engagement optimization offering with the acquisition of Kana. Verint’s core capabilites, Vovici’s voice of the customer assets, and Kana’s multichannel customer experience solutions allow customers to move from data to information to insight to action or decisions.
Point of View (POV): Bringing intelligence into customer experience adds context and relevancy. This combination is a key step in moving from systems of engagement to systems of mass personalization at scale. Constellation expects more acquisitions that combine the 5 pillars of digital business – social, mobile, cloud, big data and analytics, and unified communications.
- Verint gains key customers and industries. Verint’s key customer base of 10,000 customers gets 900 new customers in six key industires. Kana’s base includes a variety of marquee brands and public sector agencies in the mid market to enterprise space. Business service customers include Hyatt, Starwood, USPS, and Priceline.com. Communications and media customers include O2, Comcast, Cox, Quest, Talk Talk Group, Telekom Austria, Telus, Time Warner Cable, Tracfone, Virgin Mobile, and Vodafone. Financial services customers include Admiral, Bank Leumi, Capital One, Chase, Citigroup, Domestic and General HSBC, ING, Barclays, Standard Bank, and VHI. Retail and wholesale clients include American Greetings, Avon, Carglass, Conrad, Foot Locker, Hanes More…