Verint Acquires Iontas
February 05, 2010
Verint Systems, a company that makes workforce management and security intelligence systems, reportedly acquired Iontas, a privately-held provider of desktop analytics solutions for approximately $14.8 million. Iontas’ desktop analytics solutions will be tightly integrated into Verint’s (News - Alert) Impact 360 Workforce Optimization suite.
Having Iontas’s analytics capabilities bolsters Verint’s WFO offerings vis-à-vis the competition, just at the right time as the slowly thawing recession loosens the budgetary taps. DMG Consulting LLC, a firm specializing in contact centers and real-time analytics, projects that desktop analytics, an internally-oriented analytics solution, will begin to see increased adoption in 2010 to 2011. Defined by the firm as “an automated and systemic approach to monitor, capture, structure, analyze, report and react to all agent desktop activity and process workflows,” DMG views the desktop analytics market as a valuable component of the analytically-enabled contact center.
“[Desktop analytics] delivers actionable results and recommendations for both contact center and back-office operating areas that, if addressed, can yield significant cost savings, improved quality and a better overall customer experience,” Donna Fluss, president, DMG Consulting said. “Iontas is a pioneer in the concept and functionality for what has become desktop analytics. Desktop analytics is a high-value application that is increasingly considered a component of workforce optimization suites.”
The move also positions Verint to expand deeper into the relatively untapped universes of back office, retail, and sales where WFO is comparatively immature say observers compared with tightly managed contact centers thanks to tools like Verint’s Impact 360. Current Verint Systems customers can now extend their technology investment from the contact center to measure and further optimize other areas of the enterprise that impact the customer experience, such as back-office claims processing, and sales and services activities in a bank branch. Iontas solutions measure application usage and analyze workflows to help improve staff performance in contact center, branch and back-office operations environments.
“The acquisition of Iontas adds additional innovative analytical capabilities to our workforce optimization suite and strengthens our market leadership position,” Elan Moriah, president, Verint Witness Actionable Solutions and Verint Video Intelligence Solutions, said “Verint has been working with Iontas for several years, closely watching the emergence of desktop analytics. We’ve already had customer successes together in the market, and are seeing demand for desktop analytics in both the contact center and the broader enterprise.” Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Amy Tierney
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