Astute Buys VoC Analytics Firm iperceptions

US-based customer engagement software firm Astute has announced the acquisition of Canadian Voice of Customer (VoC) analyst iperceptions.

Astute's software helps clients understand and engage with customers and employees at an individual level, combining AI-based conversational digital self-service, agent desktop CRM and customer analytics. Services include first-party consumer data analytics, email automation and social media monitoring.

iperceptions was established in 1999 and sold to investment company XPND Fund L.P. in 2012. The firm offers survey design, deployment, customer / purchasing behaviour analysis and reporting, collecting feedback from millions of 'visitor intent data-points' each year for clients in the automotive, retail, hospitality, healthcare, finance, education and telecoms sectors.

Astute says the combination will offer clients 'a unified view of their first-party data across surveys, email, phone calls, web interactions, mobile interactions and in-store interactions'. President Alex George (pictured) comments: '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'. Pascal Cardinal, current President and CEO of iperceptions says: 'As the market continues to evolve and consumers have increasingly higher expectations for a frictionless journey, we believe this combination will give our customers the tools they need to provide the high-quality experiences that will differentiate them from the competition. We look forward to being an integrated part of Astute'.

Web sites: www.iperceptions.com and www.astutesolutions.com .