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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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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
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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