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Verint Messaging

Verint Messaging

Overview

What is Verint Messaging?

Verint Messaging (formerly Conversocial) is a social customer service software that enables companies to engage in large volumes of social media conversations with their customers. The cloud-based software combines intelligent prioritization with team management workflows to enable companies to quickly…

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Recent Reviews

We Love Conversocial!

10 out of 10
September 28, 2014
I've been using Conversocial on behalf of Thumbtack.com's customer support department for approximately three months now. We're impressed …
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Conversocial Review

10 out of 10
August 11, 2014
Conversocial is currently used by the social media team to monitor all of the brand's Facebook accounts. We currently have 7 users who …
Continue reading
Read all reviews
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Pricing

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What is Verint Messaging?

Verint Messaging (formerly Conversocial) is a social customer service software that enables companies to engage in large volumes of social media conversations with their customers. The cloud-based software combines intelligent prioritization with team management workflows to enable companies to…

Entry-level set up fee?

  • Setup fee optional

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Demos

Verint Messaging (Conversocial) Video Pacific Airlines Demo

YouTube
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Product Details

What is Verint Messaging?

Verint Messaging™ is a purpose-built solution for integrating messaging into the digital customer journey and facilitating conversations with customers via messaging and social channels at-scale.
Providing a digital customer engagement solution for messaging channels, Verint combines agent and virtual assistant response along with workforce automation, resolution management, chatbot development, and enterprise-grade analytics.

Messaging
• WhatsApp
• Messenger
• Instagram Messages
• Apple Business Chat
• Google's Business Messaging
• Twitter Direct Message
• WeChat
• SMS

Social Media
• Instagram
• Instagram ads
• Facebook
• Facebook ads
• Twitter
• YouTube
• Google My Business Reviews
• Google Play Store reviews

The vendor states customers of Verint Messaging report ROIs across the board, including 83% reduction in cost per contact, a 48% reduction in average handling time, or a 15% lift in average order value to name a few.
Verint Messaging is formerly known as Conversocial. It is now part of the Digital-First Engagement portfolio on the Verint cloud platform.

Verint Messaging Screenshots

Screenshot of Powers consistent experiences across different messaging platforms, in multiple languages, through a seamless blend of bots and human agentsScreenshot of Verint Messaging offers the real-time and historical analytics necessary for the most demanding modern contact centers, with insights and reporting of the performance of humans and botsScreenshot of Agents can move across interaction types as “Conversations” without losing context, such as during bot-to-human agent handoversScreenshot of In addition to topical insights like emergent phrases mentioned and tags being assigned to conversations, the engagement dashboard provides high-level views of how the business is performing overallScreenshot of An overview of the business value of Verint MessagingScreenshot of At the broadest level, the Verint Messaging dashboard includes an overall and per channel view of real-time messaging volume, and other KPIsScreenshot of Verint Messaging provides customizable content inboxes (left), a straightforward communication window (middle), and case history for full context (right)Screenshot of Example of conversational experienceScreenshot of Verint Messaging's conversational customer experience solution allows natural, engaging customer conversations via messaging channels to flow seamlessly across the entire customer journey.Screenshot of Example of conversational customer experience

Verint Messaging Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported LanguagesEnglish, French, German, Spanish

Frequently Asked Questions

Verint Messaging (formerly Conversocial) is a social customer service software that enables companies to engage in large volumes of social media conversations with their customers. The cloud-based software combines intelligent prioritization with team management workflows to enable companies to quickly and efficiently join and create conversations with their customers.

Khoros Care, Sparkcentral (discontinued), and Sprinklr Social are common alternatives for Verint Messaging.

Reviewers rate Online Training and Implementation Rating highest, with a score of 9.1.

The most common users of Verint Messaging are from Enterprises (1,001+ employees).

Verint Messaging Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)0%
Mid-Size Companies (51-500 employees)70%
Enterprises (more than 500 employees)30%
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Comparisons

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Reviews and Ratings

(18)

Attribute Ratings

Reviews

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
August 11, 2014

Conversocial Review

Nolan Perry | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Conversocial is currently used by the social media team to monitor all of the brand's Facebook accounts. We currently have 7 users who monitor and reply to posts and comments. We are able to assign messages to various team members, as well as track sentiment and other metrics. This allows us to more easily listen to our communities and engage our fans and customers.
  • The latest version of Conversocial (called Conversations) brings messages together grouped by conversation or discussion topic. This allows us to quickly see related messages before assigning or responding to a post.
  • Conversocial allows us to view all the posts from our various channels in one inbox, or to choose which channels to view. With 50+ different Facebook accounts to monitor, this is a huge time saver for us. We can also filter by only private messages.
  • Notes made on individual comments are now visible in the main view, as is the whole action history for those comments, allowing us to have all the information we need to make decisions.
  • Another feature I love is the ability to simply scroll up or down to view older or newer messages from a user whose comment you have selected in the main view.
  • Keyboard shortcuts allow for quick and easy marking of sentiment. They even have keys that mark the sentiment and archive the post at once, saving us extra clicks.
  • Conversocial has a start on analytics, especially with the ability to change time periods to view, but more features are needed here.
  • User profile information is shown on the right now, but for this to be really useful, we need to be able to edit this information and to store additional data we find on each user.
  • Getting through a large number of posts (50+) can sometimes be difficult because they are all arrayed on the left, but only about 20 per page show, and longer messages do not show completely in that view. You can use the check boxes on the left to select multiple messages and assign or archive them all at once. This is not a big issue but could be improved.
If you only have one or two accounts to monitor or a very low volume of messages, then you probably don't need a listening tool like Conversocial. But for groups in the opposite situation, it excels.
  • Increased employee efficiency
  • Better customer service because we can respond to our customers and potential customers faster and on their preferred channel.
I have used HootSuite and Salesforce Radian6 and so far, Conversocial is my favorite. Where Radian6 excels for categorization of posts, Conversocial has a much easier learning curve. I did not use HootSuite for more than a month before the company switched us to Conversocial so I can't really offer a comparison there.
The only two reasons we would not continue using Conversocial are it's lack of comprehensive analytics and its lack of Radian6's categorization tools. Tags make up for the categorization pretty well, however, and we're considering switching everything over to this now that we've tested tags for a couple months within Conversocial.
(I previously wrote that Conversocial lacks support for some social channels like Instagram, LinkedIn, and YouTube, but they have now added Instagram and YouTube.)
Yes
We replaced Hootsuite. I'm not sure, I had just joined the team then (over two years ago).
  • Price
  • Product Features
  • Product Usability
The biggest factor was usability. Conversocial offers a comprehensive set of features but many other products go beyond Conversocial in number of features. However, they user interface Conversocial has built makes the job easier. It also does not require significant training, users were up and running in less than a day.
A free demo period would be useful, as other vendors are currently offering.
Our account rep at Conversocial has set up a call with me every two weeks to check in, talk about new features, or answer questions. I know I can email or call her for help anytime. Their support team also responds quickly.
Yes
Yes
When I asked support why the number of conversations shown in analytics was higher than the number of messages shown, instead of lower as it usually was, the responding rep went above and beyond in exploring the issue and explaining it.
  • Assigning posts to team members. I can select multiple posts at once and then select the team member from a drop-down menu.
  • Adding tags to posts. Shortcut keys make this even easier.
  • Viewing previous interactions from the user I have selected - they all show up in the main view, just scroll down or scroll up.
  • Banning a user from Facebook. This can be done from within Conversocial with just a click and a confirmation.
  • Choosing which Platform/channel to view items from. One can also select multiple channels and all items come into the unified queue.
  • View simple analytics for a selected time period, such as # of items tagged with specific tags, or # items each team member responded to and average handling times.
  • For Twitter, I love how Conversocial readily shows the selected user's profile info on the right, including number of followers. In our other tool, Radian 6, this requires an additional two clicks and takes time to load, making it faster to just click though to the web profile.
  • Ban a user from several brand Facebook pages at once - this is not supported, you have to ban the user from each page one by one. For a brand with 60+ pages, this can be frustrating when it happens.
  • Analytics - they need more comprehensive analytics, which they are working on.
  • Conversocial's search feature can be frustrating sometimes. When searching for a user profile name, for example, it seems that it sometimes finds it and other times does not. I haven't been able to nail this down yet for sure.
Because of the number of features it offers and the manner in which they're presented. I've explored a number of other tools that just don't do it as well. When sorting through and responding to hundreds of social media messages each day, the number of clicks it takes to do something really matters. Conversocial does a great job of minimizing clicks and presenting the data we need without having to click to find it.
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