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
