Verint Systems (Verint), the globally renowned customer engagement company, has announced the completion of the previously announced transaction to acquire Conversocial, a renowned company in conversational customer experience services, delivered over messaging channels.
Conversocial acquisition
On August 10, 2020, Verint issued a release, ‘Verint Expands its Cloud Platform Capabilities to Help Brands Accelerate Digital-First Customer Engagement’, stating its intent to acquire the leading conversational messaging company.
Verint enters this customer service market segment at an ideal time"
In a recent Saddletree research note, Paul Stockford commented on the acquisition, “Verint enters this customer service market segment at an ideal time and with the potential to redefine the third-party messaging customer experience, as it continues to find new applications for its conversational Artificial Intelligence (AI), as provided by Verint Intelligent Virtual Agents (IVAs).
Conversational Artificial Intelligence (AI)
Paul Stockford adds, “While most third-party messaging applications focus on messaging, Verint already has the technology in-hand, to further personalize these emerging digital channels with conversational AI.”
Conversocial’s market-renowned solutions help major global companies and brands, such as Google, Sephora, British Airways, and Hertz, to build and scale relationships through the personal touch and convenience of social messaging.
Support for digital customer engagement
The combination of Verint and Conversocial will provide organizations with support for digital customer engagement, with connections to the commonly-used messaging channels, including Apple Business Chat, Facebook Messenger, Twitter, WhatsApp, and more.