Verint Messaging
Deliver great customer experiences on the messaging channels your customers use every single day with personalized conversations, intelligent automation, and actionable insights.
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.
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).
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.
A single agent workspace for all channels
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
Verint’s 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 bots
Reduce inbound tickets with FAQ bots
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 our Messaging bots – 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 intelligent bots that know when to resolve and when to perform a smooth bi-directional handoff so the right automation, or the right combination of human agent and bots, deliver resolutions at scale within the same conversation.
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%.
Enable two-way conversational marketing with Notify
Power two-way customer conversations
Send the right marketing 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.
Deliver meaningful customer interactions
Stop push marketing and start having meaningful conversations, interactions, and engagement. Turn messaging apps into revenue channels with intelligent messaging functionality to address website abandonment, send notifications and engage proactively –all while decreasing customer acquisition costs.
Personalize customer re-engagement
Deliver personalized re-engagement based on previous customer conversations to unlock new revenue with behavior-based conversational marketing over private messaging apps. Break through the marketing noise and reach your customers on their mobile devices –where they actually are –through unique and impactful conversations.
Preemptively and proactively engage customers
Use integration triggers to create dynamic customer segments based on intent and previous purchases. With real-time customer data, third-party integrations, and centralized knowledge centers, Verint Messaging helps your brand amplify your marketing messaging by being proactive (not reactive) to your customers’ needs.
Generate insights to improve CX
Measure your messaging CX performance
Monitor and analyze your conversations with pre-configured dashboards. 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 social media channels and private messaging apps – all with no coding required on your behalf.
Create tailored dashboards
Need a unique approach? We will work with you to create custom dashboards tailored to your business needs. Access the metrics and KPIs that are most relevant to you and your team to visualize the data in a way that tells your brand story. We know there isn’t a one-size-fits-all approach to data analytics. Insights gives you your data, your way.
Capture rich intent data
Customer conversations bring rich intent signals and deep customer intelligence to the CRM equation, and Insights provides the knowledge needed to gain a comprehensive view of customer conversations from every social media and private messaging channels. Conveniently under one roof.
Maximize workforce management efficiency
Our full suite of reporting tools gauges CSAT and NPS while also reporting qualitative and quantitative data like customer sentiment. You’re therefore able to measure the efficacy of your customer engagement over private messaging and social media channels in real-time and adjust your approach accordingly, successfully handling social conversations efficiently at minimal cost.
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"We have exponentially improved customer service and of course this has generated higher revenues and great progress in the company."
Read More G2 Reviews
“Customer support is beyond fantastic. Questions are answered almost immediately from the [Verint Messaging] team.”
Read more TrustRadius Reviews
"Easy to use bot build, with capabilities to add NLU."
Read More G2 Reviews
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.
Power customer conversations across the world's most popular messaging channels
Recommended 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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