Tech vendors Microsoft and Verint bolster knowledge and customer interaction capabilities

0
40

Share on LinkedIn

2104 got off to a bang today as Verint acquired Kana, and Microsoft is acquiring Parature.

Both Kana and Parature enable companies to have better interactions with their customers by providing relevant answers to customer needs across channels with speed and accuracy.

Verint is an established player in the contact center space and the acquisition of Kana will allow Verint to better enable successful interactions across digital and traditional analog channels. Blending Verint’s traditional workforce management and analytics capabilities with Kana’s knowledge and interaction platform seems to make a lot of sense as customer’s experiences morph into omni-channel interactions.

Microsoft has been steadily bolstering its capabilities over the past couple of years to manage customer interactions with its acquisitions of NetBreeze, and Marketing Pilot. The acquisition fills an apparent hole in its customer service offering, and Parature makes a nice fit.

As customer experience becomes more important, bolstering capabilities for organizations to respond to customer needs in context is becoming increasingly critical. Both acquisitions highlight increased marketplace demand for these capabilities to meet rising customer expectations.

For further comment, please visit http://www.brianvellmure.com

Republished with author's permission from original post.

Brian Vellmure
For more than a decade, Brian Vellmure has impacted hundreds of companies on their journey towards increased profitability through strategic customer focused initiatives. For more insightful thoughts and resources, please subscribe to Brian's blog by clicking here

ADD YOUR COMMENT

Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here