Power Private Messaging and Social Media Customer Service
Verint Messaging
Deliver great customer experiences on the messaging apps and social media platforms your customers use every single day with personalized conversations, intelligent automation, and actionable insights.
Engage with efficiency
Verint Messaging brings together all your private messaging and social media channels in a single agent desktop.
Increase Agent Capacity
Use AI-powered virtual assistants to resolve customer queries and increase agent capacity.
Improve CX metrics
Provide faster, more effective digital customer service that elevates customer experiences.
Drive Efficient Digital Customer Service
Fully automated inbound handling
Our intelligent, rules-based routing system and prioritization engine ensure that relevant conversations – based on identity and full conversational context – are distributed to the best individual, team, or bot based on a fully customized workflow so you can work smarter not harder.
Zero agent downtime
Our proprietary Play Mode – an automatic content distributor that eliminates the need for manual triage – fully automates case distribution to focus your agents on the right conversations to deliver service at scale.
Customizable content inboxes
Queue and assign customer conversations based on your agent skills or the channel of engagement. This enables you to align forecasting, resource planning, and reporting in real-time on your customer service operation – all from one unified platform.
Integrated bot and human assisted service
Verint Messaging provides the unique ability to seamlessly integrate agent-assisted service and bot-based automation in a single conversation facilitated by smooth bi-directional handoffs with historical context that boost agency efficiency.
Scale customer conversations with AI
Reduce inbound tickets
Why keep your customer waiting? Automation is not only more cost-effective for your business but also allows brands to deflect customers from traditional channels to more efficient private messaging apps that help customers find what they’re looking for faster.
Power dynamic conversations
Our bots are adaptive and flexible, allowing for dynamic conversational experiences and giving customers the ability to navigate through intent and interaction history without a predefined path, meaning that “Sorry, I don’t understand” is consigned to the past.
Scale and simplify customer experiences
With Verint Intelligent Virtual Assistant – built for every stage of your customers’ journey – you can build unique experiences driven by automation. From WISMO (where is my order) to click-to-Messenger ads and augmented reality to appointment bookings, our bots are built to create dynamic and immersive customer experiences.
Enable bots and humans to work seamlessly
Verint powers IVAs that know when to resolve and when to perform a smooth handoff so the right automation, or the right combination of human agent and bots, deliver resolutions at scale within the same conversation.
How Volaris Uses Self-Service to Contain 85% of Interactions
Discover how Volaris uses AI-powered self-service to achieve AI business outcomes, including:
- 85% containment rate for digital interactions
- 3x increase in agent capacity
- 5 million customer interactions handled per year
- Significantly improved CSAT scores
Read the Complete Guide to Private Messaging Engagement
Learn more about how your company can use the world’s most popular private messaging apps, such as WhatsApp, Facebook Messenger, and Apple Messages to engage customers, solve customer service questions, and build brand loyalty.
Power Seamless CX at Scale with Verint Channel Automation
Verint Channel Automation brings together WhatsApp, Facebook Messenger, Twitter DM, Email, and Chat in a single-pane agent experience to help deliver omnichannel customer experiences.
Intelligent automation can be deployed across every channel to handle common customer inquiries and reduce your support costs.
A Complete Set of Digital Customer Engagement Channels
Featured Verint Messaging Resources
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See Verint Messaging in Action
Private messaging is driving real business results across industries. Here’s how it works.
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