SandSIV makes two cornerstone acquisitions to support next-generation Big Data analytics

About CustVox AG
Swiss-based CustVox, a private company, is a global leader in Customer Experience Management (CEM) and Voice of the Customer (VoC), most notably – the VoC Hub®. CustVox brings over a decade of experience and innovation, making it easier for enterprises to generate greater value by enhancing customer insight. CustVox has successfully unlocked the power of data analytics for a growing number of prestigious blue-chip companies and building specialist expertise across industries, including: telecoms, media, financial services and transport sectors.

About Alliera AG
Swiss-based Alliera, a private company, is a market-leading provider of pervasive technologies geared at superior customer interaction. Most notably, Alliera offers a high performance multi-channel customer survey platform. Alliera is also a leading pioneer in integrating mobile technologies in enterprise applications. Alliera has built a range of premium blue-chip relationships and also maintains cross-industry expertise.

These cornerstone acquisitions will advance SandSIV’s ability to help clients embrace CEM and VoC, while further steps are planned to revolutionize the way companies engage customers. By combining CustVox’s solution and process platform with Alliera's analytic technologies, SandSIV will be well positioned to transform the future of Big Data analytics.

SandSIV has already fully integrated both management teams, creating powerful synergies on multiple levels. New technology features have been embedded into the existing CEM suite and VoC platform. Clients will benefit from modular technology solutions and a newly formed holistic consulting service.

Enhanced product features include:
• Highly flexible, multichannel survey environment.
• Full load balancing that can support huge volumes of Big Data captured across multiple channels such as SMS, email and IVR surveys.
• Improved mobile device support for smartphone and tablet users.
• NoSQL integration for increased efficiency in the warehousing of Big Data.
• Greater personalization, allowing SMS and emails to be dynamically tailored to improve customer engagement and boost response rate.
• Feedback Management fully integrated with existing analytical tools, to enable opinion mining and sentiment analysis in real time, as well as text classification of open questions.
• Improved configuration options, enabling users to configure surveys themselves, in real time.

New consulting features include:
• 360° CEM Delivery Assessment – to evaluate delivery based on strategy, processes, KPIs and people.
• VoC Analysis – to extract customer insight based on brand, products and services.
• Customer Journey Mapping – to map the overall customer life cycle and define relevant touch points and moments of truth.
• Customer Segmentation – to translate a multi-layered customer base into segments and design a relevant value proposition for each segment.
• Churn Analysis – to model customer attrition across data sources and effectiveness analysis.
• Predictive Analytics – to construct effective predictive models (up-selling, cross-selling, customer acquisition, pricing etc.), employing cutting-edge data mining algorithms.

Also, SandSIV has realigned both consulting and IT support out of Switzerland. This will ensure that regional affiliates are empowered with superior and consistent operational support across languages – reinforcing SandSIV’s global business development ambitions; further announcements expected later in the year.

“Today the digital economy faces an explosion in data volumes that will radically transform how customers and businesses behave; those companies that can successfully navigate Big Data and leverage real-time customer insights will have a clear competitive edge.” said Louay Al-Doory, SandSIV executive board member and newly appointed head of business development for the combined group.

Speaking on behalf of CustVox, Federico Cesconi stated that, “the speed at which synergies have been extracted is remarkable and is due to a combination of talent, passion and many late nights; together we will increase our ability to meet the increasingly complex needs of our clients at the same time enhancing the strength of our combined infrastructure.” On behalf of Alliera, Reto Kaeser further added, “our smooth integration was reassuring and reconfirms our belief in DNA alignment; we are now better positioned to add greater levels of service excellence.”