Last month, IBM rolled out a new service called Voice of the Customer Analytics (VOCA), a subscription-based service that combines analytics, data mining and text analytics to give organizations an integrated view of customer sentiment.
 
It was a natural step for IBM, which has built out its business intelligence and data management capabilities significantly in the last several years thanks to a number of acquisitions, including Ascential for data integration, Cognos for BI and SPSS for predictive analytics.
 
But while Big Blue would seem well qualified to do the heavy lifting for a company, does it make sense for companies to outsource their customer analytics?
 
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