Verint Acquires Conversocial; Aims to Accelerate Digital-First Customer Engagement

Going above and beyond is something great customer service does. Exceptional customer service will empower customers with choice of channel and deliver rapid resolution. In terms of channels, we’ve experienced an explosion of digital customer engagement options, upping the ante for organizations seeking to over-achieve on expectations.

Verint announced the acquisition of Conversocial to compliment The Customer Engagement Company robust portfolio with one-to-one personalized messaging across additional social and messaging channels.

"We help brands deliver better customer experiences over messaging channels, while improving brand efficiency and customer satisfaction," stated Conversocial CEO Ido Bornstein-Hacohen.. "We are excited to join forces with Verint (News - Alert), a leader in customer engagement to help organizations achieve their digital-first strategies."

Conversocial joins a rich AI-infused portfolio, enriching the Verint Cloud Platform and accelerating digital-first customer engagement. Touting a current client roster of brands like British Airways, Sephora, Hertz and Google (News - Alert), Conversocial possesses a track record of assisting companies in delivering a personal touch to customer messaging.

The Verint Cloud Platform promises a wide set of conversational channels; the ability to capture conversation, interaction and experience data and apply advanced analytics to drive cost down while improving customer experience; the power of conversational AI to automate personalized messaging on a customer’s preferred channel; customer journey orchestration; and AI-powered knowledge management across all channels.

"Supporting Boundless Customer Engagement that goes beyond traditional care channels, we are reimagining what it means to be The Customer Engagement Company for a digital-first world," noted Verint’s Celia Fleischaker, chief marketing officer.

Digital-first customers introduce opportunity for those willing to take it. AI, automation and the addition of deeper context in interactions will serve omnichannel engagement well. How does your brand engage?

Edited by Maurice Nagle