Verint Messaging
Deliver great customer experiences on the messaging channels your customers use every single day with personalized conversations, intelligent automation, and actionable insights.
Download The 2023 State Of Digital Customer Experience Report
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Engage with efficiency
Verint Messaging brings together all of your messaging channels in a unified agent desktop and automatically routes customer queries to the most suitable agent based on context to ensure efficient service.
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Reduce support costs
Harness the power of intelligent virtual assistants to resolve customer queries without the need for human intervention (…but still provide a seamless agent handoff when required).
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Nurture customer relationships
Through rich customer data and back-end integrations, you can engage customers in real-time, either solving a problem or engaging proactively to build brand advocates.
Power exceptional customer experiences with Verint Messaging
Engage from a unified agent platform
Verint Messaging enables agents to work seamlessly across private messaging and social media channels from a single pane. A proprietary rules-based routing system and prioritization engine ensure that relevant conversations – based on identity and full conversational context – get distributed to the best individual, team or bot based on a fully customized workflow so you work smarter, not harder.
Enable self-service with Intelligent Virtual Assistants
Why keep your customers on hold? Our Intelligent Virtual Assistants (IVA) provide customers with actionable service and understand when it’s best to hand the conversation over to a human agent. By containing conversations with an IVA, your customers receive the immediate service they want and your agents are free to handle more complex issues.
Power two-way customer conversations proactively
Turn private messaging apps into two-way conversational marketing channels that empower you to send the right message, at the right time, to the right person, with the right experience. Improve your CX with two-way brand-to-consumer communication that is effortless and unique throughout the customer lifecycle for sales, marketing, and customer service alike.
Measure performance against your KPIs
Keep your business aligned with your customer conversations through a customizable, open, and flexible analytics platform to measure your engagement success. Improve agent productivity and team performance with best practice service KPIs, easily generate time-sensitive reports in a few clicks, and gain visibility into all customer interactions across private messaging apps.
See how Volaris use messaging and automation to reduce cost per contact
The Volaris intelligent virtual assistant resolves 78% of all inbound customer queries on messaging channels. This enabled the company to handle a 360% year-over-year growth in customer interactions, while only increasing its agent population by 9%.
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"We have exponentially improved customer service and of course this has generated higher revenues and great progress in the company."
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“Customer support is beyond fantastic. Questions are answered almost immediately from the [Verint Messaging] team.”
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"Easy to use bot build, with capabilities to add NLU."
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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.
Read The GuidePower 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.
Get Started with Channel AutomationPower customer conversations across the world's most popular messaging channels
Recommended Verint Messaging resources
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FAQs on Verint Messaging
Yes, Conversocial was acquired by Verint in 2021. It is now known as Verint Messaging and Verint Social.
Conversocial, now Verint Messaging, are part of the Verint Cloud Platform. Verint Cloud Platform elevates every experience with an open approach to customer engagement. Powered by Verint Da Vinci AI and Analytics, the platform includes Workforce Engagement, Digital-First Engagement, and Experience Management solutions. Verint works with your existing ecosystem to close the Engagement Capacity Gap while seamlessly delivering experiences across channels and uniquely supporting the modern, distributed workforce of humans and bots at scale.
See Verint Messaging in Action
Private messaging is driving real business results across industries. Here’s how it works.
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