Akio, a French leading Customer Service software provider, acquires Spotter in order to expand its listening and analysis capability for the voice of the client.
This move, in line with the recent market trends, enables both companies to cover fully the customer engagement cycle – voice, email, letters, mobile, social media – and to propose innovative solutions to measure, analyse and understand client relations and the brand’s reputation.
SPOTTER’s technological know-how has been focused on the analysis of media discourse and online conversations for over 15 years. SPOTTER’s software combines the tracking and collection of big data flows and the analysis of the data in order to measure public opinion through customised indicators and sector specific scores. The results are displayed on dynamic dashboards or mapping technology. The multilingual and multicultural team of analysts at Spotter guarantees that our clients have access to the data they need to take the right decisions and to build engagement with their clients and third parties.
AKIO Software founder and President, Patrick Giudicelli, was pleased to announce that "In this age of big data and multi-channel client relations, businesses need to analyse the voice of their clients. This data has become unavoidable for brands that want to manage their client engagement fully... Our clients have been asking for this possibility, and this is what we are offering them today. In major companies, the organisational complexity and the multiple points of contact reinforce the need to work with suppliers that can propose a modular and complete offer to cover all of the facets of their client relations.”
Understanding your clients and their behaviour on social media or the web in general is a major preoccupation for companies today. The software provided by SPOTTER allows AKIO to complete the functionalities it proposes for unified management of client interactions.
"Digital activity is becoming more structured and is becoming increasingly transversal, covering the needs of communications, marketing, client relations and risk management" added Ana ATHAYDE, Founder and PDG of SPOTTER. "We are delighted to join the AKIO adventure and to see that there are real synergies between our two companies. Innovation is at the heart of our strategies. Our objective is to propose a unique offer, which guarantees the convergence of business needs with the analysis of all types of customer feedback and engagement across all channels : voice, emails, letters, web, mobile and social media."
Following the acquisitions of AppLine (ACD and IVR) in 2010, Dialonics (Virtual Agent) and Jeemeo (social CRM) in 2012, AKIO is again anticipating the market by joining forces with Spotter. As a result, the group has moved into the TOP 100 of French software companies, with an expected turnover of more than 10M€ in 2014, around 100 staff members, and the aim to continue its development in the French and UK markets.
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