Verint Acquires Customer Care Specialist Contact Solutions

By integrating Contact Solutions’ self-service capabilities, Verint plans on extending omni-channel engagement across the enterprise.

verint and contact solutions

Actionable intelligence specialist Verint Systems announced its acquisition of Contact Solutions, a provider of real-time, contextual customer care solutions.

Verint’s solutions are designed to address three areas of the actionable intelligence market, including customer engagement optimization, security intelligence and fraud, and risk and compliance.

By integrating Contact Solutions’ self-service capabilities with its advanced customer analytics, engagement management and workforce optimization solutions, Verint plans on extending omni-channel engagement across the enterprise.

"We’re very excited about the combination since there are so many synergies between the two companies," Dave Capuano, global vice president of integrated marketing at Verint, told eWEEK. "First, we really like what Contact Solutions is doing in the areas of self-service. Consumers are increasingly interested in using self-service channels. They like to have their needs met quickly and easily and without a lot of effort. For organizations, self-service is an appealing, cost-effective channel that allows customers to help themselves at a time and place that’s convenient for them."

Capuano said the acquisition of Contact Solutions will help deliver solutions to companies that are engaging digitally enabled consumers.

"Its solutions are focused on a similar mission to ours, helping customers achieve better outcomes with less effort," he said. "For the consumer, it means meeting their expectations for fast, easy, consistent, contextual, and personalized experiences. For the business, it means engaged and satisfied customers, improved processes, and a highly productive and engaged workforce."

Second, he noted Contact Solutions is making great progress in the area of fraud prevention, explaining that its adaptive personalization engine, and how it can be used to detect fraud, really compliments what Verint is doing in the voice biometric identity authentication and fraud protection space.

Verint customers will now be able to extend their investments in omni-channel customer engagement with expanded cloud-based voice and mobile self-service options, he said.

Contact Solutions’ customer base—including public sector and commercial organizations—will have access to new actionable intelligence with the ability to leverage customer engagement optimization solutions to help improve their end-to-end customer engagement.

The combination with Contact Solutions also will add functionality to Verint’s solution set focused on mitigating risk, identifying fraud and reducing loss.

For example, Contact Solutions’ capabilities complement Verint Identity Authentication and Fraud Detection, a technology that provides passive voice biometrics to profile and recognize the voice prints of fraudulent callers.

"The rise of digital-first approaches to customer engagement has opened the door for consumer engagement at any point in the customer journey," Capuano said. "As customers continue to move across interaction channels, from wide variety of devices like smartphones, analytics is going to play a larger and larger role in the customer engagement formula."