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Astute adds new VoC capabilities to CX solutions

Astute, a provider of customer engagement software, has acquired of iperceptions, a company that specializes in collecting and analyzing Voice of Customer (VoC) data to help elevate the customer experience.

The iperceptions platform and team of VoC experts have been helping global brands to understand the intentions, needs, and emotions of their customers since its founding in 1999. The company offers a full range of services including survey design, deployment, reporting, and analysis.

Astute’s current AI-driven engagement solutions cover a broad range of applications, including agent desktop CRM, conversational digital self-service, first-party consumer data analytics, email automation, social media monitoring, and more. With the addition of iperceptions’ VoC capabilities, the company will be in an even stronger position to provide significant value to its combined global customer base.

The combined businesses will provide clients with a unified view of their first-party data across surveys, email, phone calls, web interactions, mobile interactions and in-store interactions.

“The future of customer engagement will require brands to be more flexible, responsive, and data-driven than ever before,” said Alex George, president of Astute. “Joining together the best of our software solutions will allow us to provide an intelligent platform for both customer experience and employee experience teams to easily access an integrated view of all customer data."

For more information, go to www.iperceptions.com  and   www.astutesolutions.com.

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