Voice of the Customer (VoC) technology provider Mindshare Technologies has acquired Empathica, a social Customer Experience Management (CEM) solutions provider.
Both the companies did not share financial details of the acquisition.
Mindshare Technologies on Thursday said the acquisition will enable the company to establish as the largest VoC provider in the food services and retail industries.
The company offered its commitment to continue to grow in contact centers, hospitality and many other areas.
As part of the deal, Empathica’s social CEM and social media technology will be incorporated with Mindshare’s VoC platform and extensive text analytics solutions, positioning Mindshare to consolidate and lead the VoC market.
The acquisition of Empathica will assist Mindshare to serve more than 200,000 locations and business units worldwide.
Since inception, the companies will have collected more than 300 million customer reviews combined by the end of 2013.
In addition, Mindshare will also significantly expand its national and international footprint through Empathica’s presence in both North America and Europe.
“The addition of Empathica is valuable in helping us make the voice of the customer that much more valuable in decision making among consumer-facing companies. This acquisition gives Mindshare the strongest customer feedback solutions – and the largest client base in the food services and retail sectors,” said John Sperry, CEO of Mindshare.
A press statement said Empathica’s marketing sciences capabilities will strengthen Mindshare’s client services team by providing insight into emerging trends in customer service.
In addition, the acquisition will augment Mindshare’s real-time feedback solutions and improve its ability to deliver actionable customer insights to all levels of management personnel, from front-line managers to executive teams.
The combined entity will have a dominant market position globally, collecting VOC surveys in 125 countries and 32 languages, serving the world’s leading brands with a focus in Europe and North America.
With the combined product innovation and development capabilities of both companies, Mindshare will seek to aggressively produce solutions that improve the customer experience industry and drive measurable increases in customer loyalty, retention and brand advocacy for companies.
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