Verint, The Customer Engagement Company™, today announced the expansion of the digital-first capabilities of its cloud platform through the acquisition of Conversocial. The transaction is valued at $50 million.
With this acquisition, Verint’s market-leading conversational AI will provide brands the ability to orchestrate customer journeys with a connected experience across their channels of choice.
The acquisition will expand Verint’s robust support for digital customer engagement with connections to most of the commonly used messaging channels, including Apple Business Chat, Facebook Messenger, Twitter, WhatsApp, and more. Conversocial helps leading brands such as Google, Sephora, British Airways, and Hertz build and scale relationships via the personal touch and convenience of social messaging.
Customer conversations have shifted from public social channels to one-to-one personalised messaging and brands are increasingly looking for ways to turn messaging into strategic commerce and care channel for customer experience advantage.
According to Dan Miller, lead analyst at Opus Research: “For more than a decade, Conversocial helped brands add social networks and messaging platforms to their marketing and customer support channels. Verint’s clients will now benefit from the combined companies' demonstrated ability to offer AI-infused self-service and assisted service to digital-first customers.”
With the Verint Cloud Platform, brands are able to accelerate digital-first strategies:
- Deploy a wide set of conversational channels
- Use Conversational AI to automate personalised communications on the customer’s channel of choice
- Orchestrate customer journeys across channels of choice
- Connect AI-powered knowledge management across all channels
- Capture conversation, interaction, and experience data from all channels and apply advanced analytics to balance operating cost and customer experience
Verint’s Celia Fleischaker, chief marketing officer, said: