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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 …
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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

(1-5 of 5)
Companies can't remove reviews or game the system. Here's why
Christine Sumner | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Conversocial to manage the flux of customer service inquiries and discussions from multiple social media channels so that we can change the customer experience, increase agent productivity and improve operational efficiency. It is an orderly, easily navigated platform for routing and answering social media customer inquiries and comments.
  • Tracking and reporting of social events in real-time
  • Provides a single conversation thread
  • Stores all past interactions
  • Syncing of customer data with existing CRM
  • Searching for specific information through the conversation threads is tiresome
Today customers require immediate response to their queries and Conversocial enables teams to promptly address any issues to customers who are always on the go and deliver great customer experience through social media channels.
  • Measures levels of engagement
  • Fast and manageable workflow
  • Increased customer value
Conversocial gives structure to social media management and keeps conversations running smoothly with interaction history for each customer and follower. The collaboration workflows allows quick sharing of information and creation of tasks for others.
The Conversocial self-learning prioritization engine uses analysis of historic responses and natural language processing to ensure we are dealing with what is important to the customers.
It is possible to connect with a Conversocial representative via messaging or use a form on their website to let them know how they can help you.
Jeff King | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Conversocial is used by our Digital Marketing team to manage workflow for our social media channels.
  • Increases productivity by reducing the amount of time spent responding and monitoring our highly active social media channels.
  • History of interactions are grouped by individual conversations providing quick and easy research options.
  • Customer support is beyond fantastic. Questions are answered almost immediately from the Conversocial team.
  • It could be easier to group together individuals who have interacted with out brand the most.
  • Increased employee efficiency
  • Drastically eeduced number of "lost" or "forgotten" cases
  • Allows digital team to provide better service and research support to the Customer Relations team
Perfect for managing multiple social media channels that require constant feedback and monitoring.
Functionality, searchability, ease of use and customer support
Conversocial meets all of our needs without complicating our daily duties. My team trusts the software will perform and allows us to focus our efforts and creative energy on future projects.
The only thing better than the Conversocial Software is the Conversocial team.
David Tull | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  • Allows us to handle social volume at an extremely productive rate while still gathering dispositioning data on customer interactions.
  • We're able to easily download data sets for business analysis and anecdotal evidence.
  • Allows us to proactively provide service to customers who have not yet directly reached out to our department, which increases our likelihood of recovering those customers.
  • Training/approval modules are useful, but it's difficult to collaborate dynamically in helping agents rewrite their responses if they're not approved. It's possible to either reject or approve an outgoing message from an agent, but it's difficult to edit the message and make some suggestions to send back to the agent and have him modify it before re-submitting for approval.
  • With a contact per hour rate 7-10 X faster than before, we're saving on cost per contact.
ZenDesk, Hootsuite. Conversocial allowed us to work 7-10X faster than we had previously while still maintaining the "socialness" of the platform, rather than converting the experience into a traditional customer service interaction.
2
Customer Service Associates
2
  • Conversocial allows us to connect with customers who reach out to us over social media effectively and provide resolutions that exceed their expectations and industry standards.
  • Conversocial gives us the ability to efficiently proactively search for customers who need help with service issues, order conversion, or product recommendations.
Not only has the platform lived up to expectations, but the support team at Conversocial has been extremely open and collaborative.
We had been working natively in Facebook and utilizing Hootsuite to stay engaged on Twitter.
  • Vendor implemented
Without any tech requirement on our end, this was an extraordinarily easy implementation to run, compared to other platforms like live chat or email.
  • Online training
  • Self-taught
The basics are easy to learn, but to achieve full efficiency, I would recommend some training.
No
Our questions are answered quickly and their team is always proactively looking for opportunities to provide support and gather feedback.
Seamlessly allows agents to behave socially while working at their normal rate as a CSR on other platforms.
We've only seen a handful of cases where Twitter has seen some downtime.
Extremely fast, practically in real time.
  • We're actively looking for ways to integrate Conversocial with our own Facebook API/log-in tool.
The vendors have been very supportive of this integration.
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.
Andrey Grigoryev | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • Intelligent prioritization of actionable communications
  • Custom workflows and assignments so each message can be routed to the appropriate agent
  • Reports with not only the usual social/engagement stats, but also metrics that are compatible with traditional call center metrics to enable apples-to-apples performance comparisons.
  • Full publication management capability on FB and Twitter for marketing posts
  • Comprehensive permissions & drafting/approval tools to enable easy on-boarding of new users & agents
  • Great interface - very easy to use and require minimal training. A key differentiator.
  • Could have more filtering options and improved search capability in the archives.
  • UI clarity of back-end screens could be improved
  • Integration of additional social networks would be welcome, especially LinkedIn, YouTube, & Instagram
  • Mobile accessibility is fairly limited
  • Analytics could be more flexible in terms of filtering and view options
  • Improved loyalty/retention
  • Improved social sentiment
  • Cost savings by addressing issues before they hit call center/email
It meet our business needs in the this space better than competitors.
Conversocial is the clear leader in this space. We're glad we picked them, and while many of the others have stopped innovating, these guys are always coming up with new features to improve the product. They're also a pleasure to work with. Highly recommend.
50
Customer Service
Marketing
PR
2
User administrator
  • Deployment of customer care team on Facebook & Twitter
  • Publication of marketing content
  • Monitoring/reporting
Combination of TweetDeck, ScoutLabs and other free tools.
We performed a full evaluation of HootSuite, SocialEngage, and Oracle RightNow. Conversocial was selected for several reasons, including the intuitive interface (very important for CS agents, who are already working in a multitude of complex systems), capacity to support our custom workflows and assignment processes, and the robust analytic dashboard capable of reporting on metrics specific to customer care. The excellent support and flexibility in customizing of the tool for our purposes were critical selling factors as well.
  • Vendor implemented
  • Implemented in-house
100% in the cloud - minimal implementation on our end, didn't have to get IT involved (just downloaded Chrome to optimize performance, which everyone should do anyway).
  • Online training
  • In-person training
  • Self-taught
Comprehensive training in all aspects of the software and general usages (including social media) for both agents and managers. Simulation workshops really made the live deployment process very smooth.
Outstanding & comprehensive training both on-line and instructor-led. Another crucial differentiator from competitors in our eyes.
Customized the setting to fit our workflows.
No
Premium support comes with the package.
Another of the great highlights of working with this vendor - fantastic support - timely and solves the issue in short order. Very flexible in adding features we request.
One of the key features of this tool - the intuitive interface and easy UX masking a rich functionality set.
Downtime is very rare, and the occasional occurrences are typically a problem with Twitter or FB API.
Best-in-class for a fully on-line solution. Can always be faster (as anything else in the cloud)
  • CRM
Yes
Very easy, willing to go the extra mile on demos, setting up pilots, etc. Worked with us to make sure we were getting the most from the tool.
Pricing model is very transparent. Not much special negotiation - competitively priced from the outset.
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