Verint Messaging
Business Profile
Core Value Proposition
Verint Messaging delivers great customer experiences on the messaging apps and social media platforms your customers use every day, with personalized conversations, intelligent automation, and actionable insights.
Target Customer
Contact center agents, CX managers, and customer-service teams in mid-to-large enterprises seeking to manage private messaging channels (WhatsApp, Messenger, Instagram, SMS, etc.).
Key Differentiator
Play Mode automatic content distributor that eliminates manual triage, enabling fully automated inbound case distribution, plus seamless bot and human handoffs within a single, context-rich conversation across channels.
Implementation Timeline
Not specified in the provided content.
Pain Points
- 1High operational costs and inefficiency in handling customer inquiries across private messaging apps and social channels.
- 2Difficulty routing conversations to the right agent with full context and prioritization.
- 3Limited scalability to handle rising messaging volumes without compromising customer experience.
Key Features
- 1Unified cross-channel agent desktop with context-based routing and a single view for all channels.
- 2Integrated bot and human-assisted service with smooth bi-directional handoffs and historical context.
- 3Zero agent downtime enabled by Play Mode automatic content distribution.
- 4Channel Automation across WhatsApp, Facebook Messenger, Twitter DM, Email, and Chat.
- 5Real-time analytics and customizable dashboards with CSAT/NPS and rich intent data.
Target Customer Industries
Client Results
- 1Volaris: intelligent virtual assistant resolves 78% of inbound queries on messaging channels; enabled 360% year-over-year growth in customer interactions while increasing agent population by 9%.
- 2Trainline: doubles agent capacity with Verint (case study cited but no numeric detail provided in content).
- 3Capitec Bank: reduces manager scheduling time from four hours to 15 minutes per week.
- 4NOS: increases NPS and agent productivity using Verint Messaging (case study mentions up to 20 agents).
- 5Eventbrite: Fosters raving fans with Verint Messaging (case study cited).
- 6AXA: featured case study (results not detailed in the provided content).
Competitive Advantages
- 1Zero agent downtime for inbound handling.
- 2Integrated bot and human-assisted service within a single conversation.
- 3Bi-directional handoffs with historical context to maintain continuity.
- 4Unified cross-channel agent desktop for multiple messaging apps and social channels.
- 5Open CCaaS platform with channel automation and real-time analytics.
Key Benefits
Case Studies & Success Stories
Volaris uses Verint Messaging to reduce costs and scale operations
The Volaris intelligent virtual assistant resolves 78% of inbound queries on messaging channels, enabling 360% YoY growth in customer interactions with only a 9% increase in agents.
Trainline Doubles Agent Capacity with Verint
Case study highlighting increased agent capacity.
Capitec Bank Reduces Manager Scheduling Time
Scheduling time reduced from four hours to 15 minutes per week.
NOS Increases NPS and Agent Productivity Using Verint Messaging
NOS case study demonstrating improved NPS and agent productivity with Verint Messaging (up to 20 agents referenced).
Eventbrite Fosters Raving Fans with Verint Messaging
Case study showing deployment of Verint Messaging to build relationships with customers.
AXA Case Study
Featured case study; outcomes not detailed in the provided content.
Additional Product Information
Product Description
Verint Messaging powers private messaging and social media customer service, unifying channels with AI-powered automation, intelligent routing, and analytics.
Target Market
Enterprises seeking private messaging and social channel customer service across industries (finance, insurance, travel, telecom, and e-commerce).
Unique Value Proposition
Unified cross-channel agent desktop with automated inbound handling, bot and human handoffs, Play Mode distribution, and analytics for private messaging and social channels.
Technical Requirements
Open CCaaS platform; back-end integrations; centralized knowledge management; dashboards with no coding required.
Pricing Model
Not disclosed
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