Smoke Customer Intelligence

What Smoke Customer Intelligence does

Smoke Customer Intelligence (Smoke CI) is a Johannesburg-headquartered provider of Voice of the Customer (VOC) and Employee Engagement solutions, founded in 2007 and operating through subsidiaries in the United States (Smoke CI Inc.) and the United Kingdom (Eyerys Ltd.). The company's core product is the Eyerys platform, a unified feedback system that aggregates customer and employee input across SMS, digital, post-call IVR, and paper channels into real-time dashboards and team alerts. The platform integrates natively with Genesys and Avaya contact centre environments, Microsoft Power BI for analytics, Amazon Web Services for in-country data hosting, and IBM Watson for text analytics and sentiment scoring of verbatim responses. A separate Smart Touch module enables real-time, contextual customer nudging, and a Voice of the Employee offering covers anonymous employee engagement surveys.

Smoke CI serves enterprise customers across six primary verticals — banking and financial services, insurance, automotive, healthcare, retail, and realty and housing — with named reference deployments including one of Africa's largest banks (multilingual NPS across 12 countries), a leading U.S. health insurer (IVR feedback across six departments), a South African insurer (Smart Touch-driven 17% early-life retention uplift and R18 million protected revenue), a multinational IT provider (employee feedback across 30,000+ staff), a major automotive brand, and a top telco. The firm holds GDPR, HIPAA, and ISO 27001 compliance certifications.

The business model is a hybrid of annual SaaS subscription for the Eyerys platform (including dedicated Customer Success Managers, personalised onboarding, and training) and professional services revenue from Advanced Insight and Reporting engagements — monthly metrics reports, Power BI dashboards, bi-annual Voice of Employee studies, quarterly programme insights, and bespoke consulting. Go-to-market is sales-led and consultative, targeting enterprise buyers via direct sales, book-a-demo CTAs, and partner channels (Genesys AppFoundry, Avaya). Pricing is quote-based and not publicly disclosed. The company is privately held with no disclosed external funding and has earned consecutive G2 High Performer and Users Love Us badges, including Enterprise High Performer EMEA recognition.

Name

Smoke Customer Intelligence

Legal name

Smoke Customer Intelligence (Pty) Ltd

Website

http://www.smokeci.com

Company type

Private

Founded year

2007

Operating status

Operating

Headcount range

11–50 employees

Short description

Smoke Customer Intelligence is a Johannesburg-founded provider of Voice of the Customer and Employee Engagement solutions, offering its Eyerys SaaS platform to enterprise clients in banking, insurance, automotive, healthcare, retail, and housing across South Africa, the US, and the UK.

Ownership category

akta.pro rank

Product category

Customer Experience Management Software

NAICS

Marketing Research and Public Opinion Polling (54191), Marketing Consulting Services (541613), Marketing Research and Public Opinion Polling (541910)

SIC

Services-Advertising (7310), Services-Management Consulting Services (8742)

akta.pro primary industry

Customer Experience (CX) & Voice-of-Customer Analytics (BPAHALAK)

akta.pro secondary industries

Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN), Customer Experience (CX) & Voice of Customer (NPS/CSAT, Journey Research) (MPAAALAH), Customer Experience (CX) Quality, Training & Workforce Management (WFM) (BPAAAAAJ)

Keywords

• Voice of customer
• Customer experience platform
• Employee engagement surveys
• Sentiment analytics software
• NPS measurement software

Headquarters

HQ city

Johannesburg

HQ country

South Africa

HQ region

Africa

Offices3 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Infrastructure, Operations

Revenue model

1. SaaS Platform Subscription: Eyerys platform provided as a subscription service with dedicated support, onboarding, and ongoing account management. Includes access to survey tools, analytics, dashboards, and reporting capabilities.
2. Professional Services (Advanced Analytics and Reporting): Advanced analytics and insight reporting services including monthly reports, Power BI reporting, Voice of Employee reports, programme insights, and bespoke once-off studies. Reports delivered in various formats (PowerPoint, PDF, Word, Excel) with expert analysis and recommendations.

Pricing tiers

Go-to-market motion2 records

Distribution channels3 records

Marketing channels10 records

Core offering

Smoke Customer Intelligence sells the Eyerys Voice of the Customer (VOC) and Customer Experience (CX) platform that unifies customer and employee feedback into a single view across channels such as SMS, digital, post-call, IVR, and paper. The offering combines multi-channel survey delivery, IBM Watson-powered text and sentiment analytics, real-time dashboards, automated customer nudging (Smart Touch), and advanced reporting services delivered with dedicated Customer Success Managers.

Product overview

Smoke Customer Intelligence offers a portfolio of VOC and CX solutions built around its core Eyerys platform, a unified Voice of the Customer and Employee platform that aggregates feedback across multiple channels (contact centre, SMS, digital, paper) into real-time dashboards with automated nudges and IBM Watson-powered text and sentiment analytics. The product suite spans four integrated modules — Contact Centre Feedback (with native Genesys and Avaya integration), Customer Experience surveys, Smart Touch customer nudging, and Voice of the Employee — complemented by Advanced Insight and Reporting Services (including Power BI dashboards, monthly reports, and bespoke studies) and Advisory & Design consulting. The platform is delivered alongside personalised onboarding, a dedicated Customer Success Manager, and professional reporting presentations.

Differentiator

Problem solved

Functional benefit

Products and services

• Eyerys Flagship Voice of the Customer and Customer Experience platform that unifies customer and employee feedback into a single view with real-time dashboards, automated nudges, team alerts, and IBM Watson-powered text and sentiment analytics. Delivered with personalised onboarding and a dedicated Customer Success Manager for enterprise clients.
• Contact Centre Feedback Post-call and IVR customer feedback solution that integrates natively with Genesys and Avaya contact centre platforms to automatically trigger surveys after customer calls, enabling real-time agent and service recovery insight.
• Customer Experience Surveys Multi-channel customer feedback surveys spanning SMS, digital (email and web), post-call, and paper-based methods that enable organisations to gather satisfaction data across all touchpoints.
• Smart Touch Real-time customer nudging solution that uses contextual data and automated messages to influence customer behaviour at key moments in the journey, driving outcomes such as churn reduction, policy clarification, and early-life retention.
• Voice of the Employee Anonymous employee engagement surveys that uncover what staff need to stay motivated and productive, providing organisations with insights into workforce sentiment and enabling targeted retention and engagement strategies.
• Advanced Insight and Reporting Services Suite of analytics and reporting offerings that includes monthly metrics reports, Power BI real-time dashboards, bi-annual Voice of Employee reports, quarterly programme insights, and bespoke once-off studies, translating VOC and CX data into actionable business decisions.
• Advisory and Design Consulting services in which Smoke CI experts work alongside clients to design, refine, and evolve a feedback programme that suits the client's business as it grows, including programme strategy, measurement design, and organisational change support.

Quantifiable outcome

• 17% boost in early-life retention and R18 million in protected revenue for a South African insurer
• +4 more outcomes

Named customers6 records

Segments8 records

Ideal customer profiles6 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration4 records

AI capability3 records

Feature6 records

Partnerships

Four partnerships are on record, tiered core.

• AvayacoreTechnology or IntegrationIntegration partnership for Avaya contact centre surveys. Smoke CI offers Voice of Customer solutions that integrate with Avaya platforms for post-call and IVR surveys.
• GenesyscoreTechnology or IntegrationAppFoundry partner offering Voice of Customer platform to Genesys clients. Integration for contact centre surveys and feedback collection within Genesys environment.
• IBM WatsoncoreTechnology or IntegrationIBM Watson powers the text and sentiment analytics functionality within the Eyerys platform, enabling intelligent analysis of verbatim feedback through automatic categorisation into topics and sentiment scoring.
• Amazon Web Services (AWS)coreTechnology or IntegrationCloud hosting provider for global clients. AWS used for in-country hosting where possible for global clients, ensuring data residency compliance.

Scale indicators4 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• MaritzCX: CX research and VoC consultancy-platform hybrid serving large enterprises. Comparable to Smoke CI's combination of VoC platform plus advisory/design and advanced reporting services.
• Medallia: Enterprise experience management platform with strong VoC, contact centre, and analytics capabilities. Comparable to Smoke CI across multi-channel feedback collection, real-time dashboards, and large-enterprise CX programmes.
• Qualtrics: Direct enterprise VoC/CX platform competitor offering survey, text analytics, NPS, and CX dashboards. Closest direct peer to Eyerys given overlapping customer base (large enterprises across financial services, healthcare, automotive) and comparable use cases.
• InMoment: VoC and CX platform serving enterprise clients in financial services, healthcare, automotive, and retail. Directly comparable product suite — multi-channel surveys, text analytics, NPS, actioning workflows — and similar vertical go-to-market motion.
• Forsta (formerly Confirmit): Enterprise VoC and experience measurement platform with strong survey, analytics, and reporting capabilities. Closely comparable to Smoke CI across enterprise survey programmes, dashboards, and professional services-led delivery.

Broad incumbents

• NICE Satmetrix: Part of NICE Ltd., offering Satmetrix NPS and broader contact centre analytics. Overlaps with Smoke CI on NPS programmes, contact centre feedback, and enterprise CX measurement, but as part of NICE's much larger WEM/CX portfolio.
• Verint: Broad customer engagement and VoC vendor with strong contact centre analytics. Competes with Smoke CI's contact centre feedback and employee engagement modules as part of Verint's wider enterprise customer engagement platform.
• Kantar: Large global market research firm with significant CX and customer feedback practices. Comparable on VoC programme design, NPS benchmarking, and multi-country research delivery, though broader and less SaaS-specialised than Smoke CI.

Emerging players

• Wonderflow: AI-driven VoC analytics platform with text and sentiment analytics for unstructured feedback. Comparable emerging player to Smoke CI's IBM Watson-powered analytics approach, with overlapping use cases in retail and consumer brands.
• SentiSum: AI-native VoC analytics platform focused on automated tagging and sentiment analysis of customer feedback. Comparable emerging player to Smoke CI on the NLP/text analytics layer, although SentiSum skews more toward digital/contact centre channels.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights6 records

Customer concentration

• Xx.com/smokeccs
• YouTubeyoutube.com/c/Smokeccs
• Facebookfacebook.com/smokecis
• LinkedInza.linkedin.com/company/smoke-customer-intelligence

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles3 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Smoke Customer Intelligence