SESTEK, a leading conversational automation company specializing in AI-powered solutions, has joined QATC as a Silver Corporate Partner.
SESTEK’s Conversational Automation technology solutions of Analytics, Automated Quality Management & Virtual Agent, have been helping brands improve customer interactions and
business insights of contact center ecosystems for 23 years.
Yalim Eristiren, Regional Director of North America expressed his enthusiasm of joining QATC stating;
"Organizations like Quality Assurance & Training connection play a pivotal role in education, learning, knowledge sharing, & collaborating with peers on best practices. As our team expands our solutions to North America, we look forward to collaborating with QATC members, and will be kicking off such efforts with our speaking engagement at QATC’s annual conference in Nashville, TN Sept 26-28."
Conversational Automation solutions transform the way businesses operate. According to Aberdeen’s “The Intelligent Contact Center” study, AI-powered call centers witnesses a 2.4X increase in annual agent productivity and a 3.3X increase in annual customer retention rates. By leveraging AI, businesses can streamline call center operations and allow agents & staff to focus on more urgent and complex issues.
Global leaders in contact center solutions team up to deliver operational excellence, cost savings, and customer satisfaction.
Natterbox, a global innovator in contact center solutions, has announced a partnership with Playvox, a leading provider of Workforce Engagement (WEM) solutions that include AI-infused workforce management (WFM) software and Quality Management (QM) software. This strategic collaboration empowers contact centers around the world to navigate the complexities of planning, forecasting, and scheduling their workforce with ease, while maintaining operational excellence, reducing costs, and delivering exceptional customer experiences.
With customers increasingly demanding hyper-personalized experiences across multiple channels, contact centers face growing challenges in optimizing their workforce to meet fluctuating demand. By integrating Playvox’s cutting-edge WFM capabilities with Salesforce Service Cloud Voice, Natterbox customers can enjoy unparalleled efficiency and effectiveness in their sales and contact center operations.
According to recent studies, contact centers that utilize advanced WFM technology can experience up to a 25% increase in agent productivity and a significant reduction in costs. Through this partnership, Natterbox and Playvox empower contact centers to achieve these efficiencies and more. With Playvox’s workforce engagement tools seamlessly integrated into Natterbox’s contact center platform, managers will have the power to optimize agent scheduling, improve forecast accuracy, and enhance overall operational efficiency.
Jamie Cooper, Chief Product Officer at Natterbox, expressed his thoughts, stating, “This collaboration with Playvox is a great milestone for Natterbox and our customers. By combining our contact center expertise with Playvox’s workforce management capabilities, our customers can have an all-in-one solution that not only streamlines workforce planning but also enables them to deliver exceptional experiences to their customers.”
Louis Bucciarelli, Playvox’s CEO, also commented, “At Playvox, our mission is to empower contact centers to reduce costs and improve customer outcomes in the omnichannel age through our AI-infused solutions. Our partnership with Natterbox aligns perfectly with our vision, allowing us to deliver an industry-leading, fully integrated solution that addresses the growing demands of modern contact center operations. Together, we will bring enhanced efficiency, productivity, and customer satisfaction to the industry.”
Natterbox and Playvox will work closely together to ensure seamless integration of their respective technologies, enabling contact centers to enjoy the benefits of this collaboration. As a result of this partnership, contact centers will have the tools needed to overcome workforce management challenges, unleash the true potential of their agents, and deliver remarkable experiences to their customers.
Series A Round from PeakSpan Capital Will Fund Investments in Quality Assurance & Agent Improvement Platform Capabilities to Serve Contact Centers of All Sizes
Middlesbrough, United Kingdom -- (BUSINESS WIRE) -- EvaluAgent, a contact center quality assurance and performance improvement software, announced today that it raised $20 million in a Series A round from PeakSpan Capital, a Silicon Valley and New York City based investment firm focused on growth-stage B2B software companies.
EvaluAgent’s feature-rich platform built by executives with decades of experience in the contact center enables organizations across the globe to evaluate every customer interaction on any channel and subsequently coach, train, and motivate agents so they can offer consistently outstanding customer experiences.
The persistence of remote and hybrid work post-COVID, coupled with a paradigm shift in the perception of the strategic value of the contact center, have accelerated demand for robust quality assurance (QA) and workforce engagement management (WEM) tools. As organizations seek to simultaneously maximize customer and agent satisfaction, EvaluAgent delivers software carefully architected to achieve both goals.
The Company has seen revenue grow nearly fivefold over the last three years, with customers ranging from Fortune 500 enterprises to mid-market business process outsourcers to growing tech companies. EvaluAgent will leverage its Series A funding to further enrich its leading QA + WEM products, bring on top-tier talent in meaningfully expanding its fully-remote team, and support customers in new and existing geographies.
“EvaluAgent was built after decades in contact center operations and seeing up-close how quality assurance, agent performance improvement, and related workflows desperately needed better solutions,” Co-Founder and CEO Jaime Scott said. “Our platform aims to deliver feature-rich automated workflows that are fully integrated into the existing tools of your contact center so that operators and agents alike can be more efficient and effective in delighting customers, supercharging the pathway to smart quality.”
A Suite of QA and WEM Products Fueled by AI
EvaluAgent’s Quality Assurance and Auto-QA products make up the platform’s core, helping contact centers customize, execute, and analyze the scoring of all interactions across all channels. EvaluAgent wraps its QA solution with WEM tools to ensure that evaluations convert to sustained improvement among its agent users. With the Series A funding, the Company will also deepen its existing efforts to leverage artificial intelligence to automate the workflows its software enables. As announced in April 2023, EvaluAgent’s Smartscore product, in addition to its full Auto-QA offering, empowers organizations to achieve 100% interaction coverage and streamline the QA process while keeping quality teams in full control. Additional AI-fueled innovation and automation, which incorporate the latest AI models but allow QA teams to remain at the center of key workflows, will follow on the back of this financing.
Growing EvaluAgent’s Innovative Platform
EvaluAgent delivered its leading product and established strong market position having raised only a small amount of angel funding to date. CEO Jaime Scott noted, “With our first institutional funding round complete, we now have the resource to execute on our growth ambitions to bring additional product – including AI-powered capabilities – to market, to deepen our strategic partnership network, and expand more widely around the globe.”
With this investment, Phil Dur, Co-Founder and Managing Partner at PeakSpan, will join EvaluAgent’s board of directors.
“As soon as we met Phil and the team at PeakSpan, we knew we'd found the right partners to help us take EvaluAgent to the next level,” Scott continued. “With their unrivalled insight into where the market is going and their obvious passion and track record for helping to build and scale SaaS businesses, we can't wait to get started on the next leg of our journey together."
“We see tremendous opportunity in the quality arena and, having spent years studying the category, believe EvaluAgent is the strongest vendor of quality assurance and performance improvement software,” said Dur. “The platform shines for small and mid-market contact centers, while also having the capacity to serve enterprise-level businesses with large contact center operations. The EvaluAgent team is customer-obsessed and tech-forward, with a dedicated AI strategy tailored to the realities of the modern contact center – this combination will allow them to continue to serve their customers extraordinarily well and successfully address the significant market opportunity in QA. PeakSpan is deeply energized to support Jaime, Michelle, and the entire EvaluAgent team.”
About EvaluAgent
EvaluAgent is a Quality Assurance (QA) and Performance Improvement platform that helps Contact Center Agents have better conversations with customers. Built by former QA leaders, EvaluAgent’s Smart Quality software blends AI with the best bits of traditional QA to improve the efficiency and effectiveness of Quality Assurance teams. Automating admin and streamlining workflows, this smarter approach empowers teams to evaluate more interactions, quickly identify areas for improvement and hold meaningful coaching conversations in a single platform. Trusted by businesses around the world, EvaluAgent is well placed to help Contact Centers of all sizes transform their approach to Quality Assurance for the good of their agents, their customers and their wallets. https://www.evaluagent.com/
About PeakSpan Capital
PeakSpan Capital is a growth equity firm based in New York City and San Mateo. Having partnered with over 40 high-growth software businesses and with more than $1.5 billion in assets under management, PeakSpan aims to be the partner of choice for growth-stage entrepreneurial teams building software targeted at business buyers of all sizes. To learn more about PeakSpan Capital and its portfolio, please visit https://www.peakspancapital.com/
The world’s leading employee Performance eXperience Platform recently partnered with the respected professional organization to help support call center quality assurance and training teams.
New York, London, Tel Aviv, June 16, 2023 – Centrical, a global SaaS company, and the Performance eXperience Platform for frontline employees is pleased to announce its new partnership with QATC, an organization devoted to facilitating the education, sharing of ideas, and distribution of knowledge among quality assurance and training professionals in the call center.
Of this new partnership, Centrical CMO April Crichlow said, “Partnering with a revered organization like QATC makes perfect sense. Over the past several years, there has been a massive shift in how call centers do business, and this is especially true for quality assurance teams. QM processes are too often transactional, static, and disconnected from the overall employee experience, which prevents organizations from truly optimizing the data they have at their disposal. By connecting quality assurance teams, agents, and supervisors in a dynamic feedback loop, organizations can better understand gaps and more efficiently execute action plans, improving both the employee and customer experience. QATC shares our values and our commitment to elevating the quality assurance experience to help teams drive the most powerful results.”
When asked about the new partnership, Vicki Herrell, QATC Executive Director, stated, “QATC is thrilled to have Centrical join us as we continue on our mission to provide networking and education opportunities for quality assurance and training professionals around the world.”
For over a decade, Centrical has partnered with the world’s leading call centers across industries and organization types to help build strong frontline teams and optimize quality assurance. The Centrical Performance eXperience Platform provides a personalized, holistic approach to quality assurance. The platform leverages AI and advanced gamification to boost motivation, engagement, and performance, leading to a 64% decrease in error rates, an 84% increase in compliance scores, and a 10% improvement in CSAT scores. To learn more about Centrical watch a quick preview of the platform and request your personalized overview.
About Centrical
Centrical is an AI-powered employee Performance eXperience platform that drives best-in-class customer experiences for the world’s leading brands through frontline agent success and growth. The platform provides a unified employee experience with real-time performance management, adaptive microlearning, AI-powered coaching, quality management, and VoE, through a gamified solution to help organizations improve productivity and sales, reduce costs, lower attrition, and increase customer satisfaction.
Centrical was founded in 2013 and serves customers in 150 countries in 40 different languages. Centrical has offices in New York, Tel-Aviv, and London and customers include leading multinational enterprises such as Microsoft, Teleperformance, Synchrony Financial, and more.
June 12 -
Is your Training team ever spread thin? Do you often rely on your support staff, management or your top Customer Service Performers to assist in training, side-by-sides, peer support, and small group sessions?
We recently had small group sessions with our support staff and management to take a moment and revisit Bloom’s Taxonomy. Bloom's taxonomy is a set of hierarchical models used for classification of educational learning objectives into levels of complexity and specificity. It is frequently used to structure curriculum learning objectives, assessments and activities. The models were named after Benjamin Bloom, who chaired the committee of educators that devised the taxonomy. He also edited the first volume of the standard text, Taxonomy of Educational Objectives: The Classification of Educational Goals.
These sessions helped us share information to assist them by:
Sharing reminders and awareness of adult learning principles.
Making sure we don’t just stop at the Applyingsection of Bloom’s Taxonomy, but ensuring we incorporate the Analyze, Evaluation, and Create
Asking our team what they can do to get to the Create section as they are assisting training support or how to apply the information in their current role.
Keep challenging each other as a team to grow and advance!
This tip provided by QATC Board Member Michelle Chevalier of EquiTrust Life Insurance Company. She may be reached at Mi****************@*******st.com.
Contact center leaders to provide best-in-class AI and cloud-based workforce engagement solutions
SUNNYVALE, Calif., March 17, 2023—Playvox, the leading provider of Workforce Engagement Management (WEM) solutions for digital-first contact and support centers, today announced a strategic partnership with NeuraFlash, a leading AI and Consulting/ ISV Partner of Salesforce and AWS. Together, the companies will offer best-in-class integrated solutions leveraging AI and automation to transform customers’ cloud-based contact center workforce engagement experiences.
“Our customers are increasingly demanding workforce engagement to better manage their contact centers,” said Brett Chisholm, CEO of NeuraFlash. “It was clear early on that Playvox was the best partner for transforming our customers’ contact center experience. The company’s proven track record, deep industry expertise and workforce engagement, along with the tight integration to Salesforce solutions, combined with the power of AI, will be instrumental in achieving better business outcomes.”
“Following the Playvox partnership announcement with Salesforce in January, we are seeing accelerated demand for our solutions in the Salesforce and AWS ecosystems. We sought out and selected NeuraFlash given their deep experience deploying workforce engagement, AI and automation solutions in these environments.” said Louis Bucciarelli, Chief Executive Officer of Playvox. “Integrating our Workforce Engagement Management solution with NeuraFlash’s AI and automation offering, together, we will provide even greater customized, cloud-based contact center solutions that deliver seamless agent and customer experiences.”
About NeuraFlash
NeuraFlash is a leading AI and Consulting/ ISV Partner of Salesforce and AWS. Their mission is to help businesses reimagine how they deliver personalized service and sales experiences that scale, empower teams, and uncover revenue. Working across industries, NeuraFlash enables intelligent business automation that drives real-time ROI.
About Playvox
Playvox’s powerfully simple Workforce Engagement Management solutions transform customer care. We understand that exceptional employee engagement produces extraordinary customer experiences, and we love creating solutions that help our customers unlock the full potential in every employee and every interaction. Playvox powers the world’s fastest-growing brands and proudly serves expanding digital experience pioneers such as Noom, NuBank, Stitch Fix, and Twitter. Our agent-empowering suite of scheduling, performance, learning, quality feedback and gamification lives seamlessly in the modern support operations ecosystem with platforms like Salesforce, Amazon Connect, Slack, Kustomer and Zendesk. Learn more:
Customers can now access Playvox’s leading-edge workforce engagement solutions on Salesforce AppExchange
SUNNYVALE, Calif. — January 5, 2023— Playvox, one of the leading providers of workforce engagement solutions for digital-first and CRM-centric contact centers, today announced the launch of a global collaboration with Salesforce (NYSE: CRM). Playvox solutions deliver a powerfully simple way to achieve efficiency and effectiveness in the contact center.
The collaboration enables Salesforce Service Cloud customers to more efficiently manage forecasting, scheduling, adherence, capacity planning and long-term scheduling within Salesforce Contact Center along with the ability to easily make changes in real-time, based on Playvox’s AI insights. The new and enhanced workforce engagement solution for Salesforce Contact Center is available on the Salesforce AppExchange. With this launch, Playvox’s entire workforce engagement suite, which also includes quality management and coaching, is available to Salesforce customers.
“We’re honored to collaborate with Salesforce to bring new levels of efficiency and innovation to our joint customers.” says Louis Bucciarelli, CEO of Playvox, “Powerful, elegant integrations from Playvox into Salesforce provide real-time visibility and insights that enable brands to operationalize efficiency at scale and deliver better customer experiences.”
“The multi-billion dollar contact center industry is facing a pivotal moment in this age of digital transformation. True omni-channel and case-centric solutions like what Playvox and Salesforce bring to the table that put customers first are the new contact center model for a distributed and digital-first world,” said Michelle Randall, Chief Marketing Officer. “We are thrilled to collaborate with Salesforce to help customers build a single customer-centric contact center platform of the future.”
“Service Cloud is a must-have solution for every organization looking to drive service efficiencies in days and weeks, not months and years,” said Ryan Nichols, SVP and GM, Contact Center, Salesforce. “With Salesforce Contact Center and Playvox, organizations are enabled to get the right people on the right channels at the right time to deliver new levels of service efficiency and effectiveness.”
Salesforce, AppExchange, Service Cloud, and others are among the trademarks of salesforce.com, inc.
About Salesforce
Salesforce, the global CRM leader, empowers companies of every size and industry to digitally transform and create a 360° view of their customers. For more information about Salesforce (NYSE: CRM), visit: www.salesforce.com.
About Playvox
Playvox’s powerfully simple Workforce Engagement Management solutions transform customer care. We understand that exceptional employee engagement produces extraordinary customer experiences, and we love creating solutions that help our customers unlock the full potential in every employee and every interaction. Playvox powers the world’s fastest-growing brands and proudly serves expanding digital experience pioneers such as Noom, NuBank, SoFi, Stitch Fix, and Twitter. Our agent-empowering suite of scheduling, performance, learning, quality feedback and gamification lives seamlessly in the modern support operations ecosystem with platforms like Salesforce, Amazon Connect, Slack, Kustomer and Zendesk. Learn more:
Total Quality Leverages Innovative AI and Automation to Drive Significant ROI While Reducing the Operational Effort to Manage Comprehensive Quality Programs
Engage 2022, ORLANDO, Fla., June 14, 2022 — Verint® (Nasdaq: VRNT), The Customer Engagement Company™, today announced Verint Total Quality, a strategic, holistic approach to elevating quality across the enterprise, driving employee engagement, performance improvement, compliance adherence and an overall exceptional customer experience. The announcement was made during the company’s Verint Engage 2022 customer conference.
Organizations find it more difficult than ever to deliver the desired customer experience as they grapple with new workforce dynamics, ever-expanding customer engagement channels, and exponentially more consumer interactions – all with limited budget and resources. This creates an Engagement Capacity Gap, making the need for breakthrough quality management approaches essential.
With traditional Quality Management solutions, organizations monitor and evaluate only a small sampling of interactions ranging between one and three percent, which surprisingly excludes the customer perspective. As a result, companies can see and affect only a small part of the larger quality picture.
The Total Quality approach enables companies to greatly increase the number of channels and interactions that are monitored, reduce the risk of non-compliance, infuse the process with the customer perspective of quality, and automate real-time coaching to guide calls to a positive outcome. Verint’s Customer Engagement Cloud Platform allows customers to start anywhere in the quality model and add any level of analytics, AI or automation capabilities they need, when they need it, quickly and easily.
According to Sheila McGee-Smith, founder and principal analyst, McGee-Smith Analytics, “The explosion in digital channels, more onerous compliance regulations, and increasing choice for customers, mean traditional quality management programs no longer meet the needs of today’s businesses. Organizations need a complete, connected total quality management program, across all human and digital interaction channels and all stages of the customer experience.”
To achieve success amidst these new challenges, organizations need a Total Quality approach to evaluate all interactions, from both humans and bots, with a unified enterprise-wide view. Verint’s Total Quality approach provides automation for improved efficiency while uniting quality teams and supervisors via one standardized set of tools.
Automation assists in the monitoring and evaluation, reducing the risk of undiscovered non-compliant issues that could result in fines. Resources can then be reassigned to more strategic tasks, such as coaching or training new hires. Real-time coaching assists agents in the moment and helps resolve issues as they are happening.
“Verint’s innovative Total Quality approach ensures that organizations can automate evaluations and incorporate the customer perspective of quality across all channels, in order to provide the right feedback and coaching to their workforce, avoid and mitigate compliance issues and achieve further reduction of handle time all while increasing customer satisfaction,” says Verint’s David Singer, vice president, go-to-market strategy.
Verint Cloud Platform solutions comprising the company’s Total Quality approach include:
Verint Automated Quality Management™ autoscores up to 100 percent of interactions ‒ voice and digital ‒ for greater quality and compliance. The solution also triggers alerts and presents the results of coaching sessions.
Verint Interaction Quality™ seamlessly integrates the customers' perception of quality into the quality management scorecards and evaluations, providing insights into the impact of agent and bot behavior.
Verint Real-Time Coaching™ relies on the innovative capabilities of Verint Real-Time Agent Assist™ and uses advanced AI to listen to customer calls as they happen and automatically identify opportunities to guide interactions toward better outcomes. The application can identify a variety of coaching opportunities and offer immediate advice to the agent regarding knowledge, empathy and compliance.
Verint Performance Management™ displays employee key performance indicators (KPIs) in role-appropriate scorecards, giving employees daily and intraday visibility into objective, data-driven assessments of their performance.
Verint® (Nasdaq: VRNT) helps the world’s most iconic brands – including over 85 of the Fortune 100 companies – build enduring customer relationships by connecting work, data and experiences across the enterprise. The Verint Customer Engagement portfolio draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement™ to help customers close The Engagement Capacity Gap™.
Verint. The Customer Engagement Company™. Learn more at Verint.com.
This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2022, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.
VERINT, VERINT DA VINCI, THE CUSTOMER ENGAGEMENT COMPANY, BOUNDLESS CUSTOMER ENGAGEMENT, THE ENGAGEMENT CAPACITY GAP and THE SCIENCE OF CUSTOMER ENGAGEMENT are trademarks of Verint Systems Inc. or its subsidiaries. Verint and other parties may also have trademark rights in other terms used herein.
New Integration Combines Verint Compliance Recording with Zoom Phone and Zoom Meetings
MELVILLE, N.Y. ,
Verint® (NASDAQ: VRNT), the Customer Engagement Company™, today announced the availability of its new compliance recording integration with Zoom. This integration will help heavily regulated businesses centrally capture, retain, analyze, and retrieve communications from Zoom Phone and Zoom Meetings scenarios – including voice calling, video meetings, and screen sharing. Verint’s Compliance Recording native integration with Zoom helps organizations leverage the latest digital collaboration channels while enabling compliance with industry regulations and international banking standards.
“For decades, traditional on-premise PBX systems were used to support the compliance requirements in regulated markets. Today, UCaaS and cloud-based collaboration solutions are increasingly replacing these traditional systems for this purpose,” says Verint’s John Bourne, senior vice president, global channels and alliances. “The new Verint Compliance Recording integration with Zoom now enables organizations in heavily regulated sectors to capture, archive, analyze and retrieve interactions in one platform.”
Verint provides a comprehensive range of compliance capture capabilities allowing businesses to fully control their recording policy down to a user or group level. For over 10 years, Verint has supplied hundreds of customer organizations worldwide with sophisticated compliance capabilities supporting leading UC, trading turret, mobile, and IP telephony platforms. Its solution framework has been at the forefront of meeting new compliance challenges through a combination of secure compliance technology, powerful automation, and an open approach to ease integration and boost data intelligence.
“The COVID-19 pandemic has accelerated the extensive adoption of mobile and unified communications (UC). This is the case even for organizations that traditionally operate under stringent regulations, such as those in financial services, investment firms, public sector and healthcare,” said Gary Sorrentino, Deputy CIO, Zoom. “Verint’s integration with Zoom Phone and Zoom Meetings enables us to help businesses adopt the latest communication technologies while meeting strict regulatory demands. As the world is moving toward hybrid-working, allowing regulated users to communicate beyond traditional voice platforms is a must and increases the competitive advantage for regulated organizations.”
Verint® (Nasdaq: VRNT) helps the world’s most iconic brands – including over 85 of the Fortune 100 companies – build enduring customer relationships by connecting work, data and experiences across the enterprise. The Verint Customer Engagement portfolio draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement™ to help customers close The Engagement Capacity Gap™.
Verint. The Customer Engagement Company™. Learn more at Verint.com.
This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management’s expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2022, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.
VERINT, VERINT DA VINCI, THE CUSTOMER ENGAGEMENT COMPANY, BOUNDLESS CUSTOMER ENGAGEMENT, THE ENGAGEMENT CAPACITY GAP and THE SCIENCE OF CUSTOMER ENGAGEMENT are trademarks of Verint Systems Inc. or its subsidiaries. Verint and other parties may also have trademark rights in other terms used herein.
Conversocial Acquisition Will Enhance Verint Customer Engagement Platform with Additional Social and Messaging Channels and Further Expand its Conversational AI Capabilities
MELVILLE, N.Y., August 10, 2021 – Verint® (NASDAQ: VRNT), The Customer Engagement Company™, today announced the expansion of the digital-first capabilities of its cloud platform through the acquisition of Conversocial. With this expansion, Verint’s market-leading conversational AI provides brands the ability to orchestrate customer journeys with a connected experience across their channels of choice.
The acquisition will expand Verint’s robust support for digital customer engagement with connections to most of the commonly used messaging channels, including Apple Business Chat, Facebook Messenger, Twitter, WhatsApp, and more. Conversocial helps leading brands such as Google, Sephora, British Airways, and Hertz build and scale relationships via the personal touch and convenience of social messaging.
In recent years, customer conversations have shifted from public social channels to one-to-one personalized messaging and brands are increasingly looking for ways to turn messaging into a strategic commerce and care channel for customer experience advantage. According to Dan Miller, lead analyst at Opus Research, “For more than a decade, Conversocial helped brands add social networks and messaging platforms to their marketing and customer support channels. Verint’s clients will now benefit from the combined companies’ demonstrated ability to offer AI-infused self-service and assisted service to digital-first customers.”
With the Verint Cloud Platform, brands are able to accelerate digital-first strategies:
Deploy a wide set of conversational channels
Use Conversational AI to automate personalized communications on the customer’s channel of choice
Orchestrate customer journeys across channels of choice
Connect AI-powered knowledge management across all channels
Capture conversation, interaction, and experience data from all channels and apply advanced analytics to balance operating cost and customer experience
“Supporting Boundless Customer Engagement that goes beyond traditional care channels, we are reimagining what it means to be The Customer Engagement Company for a digital-first world,” says Verint’s Celia Fleischaker, chief marketing officer. “Adding new conversational AI and messaging channels to our digital engagement portfolio is another step in this direction and we welcome the Conversocial employees to Verint.”
“We help brands deliver better customer experiences over messaging channels, while improving brand efficiency and customer satisfaction,” says Conversocial’s Ido Bornstein-Hacohen, CEO. “We are excited to join forces with Verint, a leader in customer engagement to help organizations achieve their digital-first strategies.”
Transaction Details
Verint has agreed to acquire Conversocial, which has approximately 80 employees with offices in New York and London, for $50 million in cash, subject to certain closing adjustments. The acquisition is expected to close in Verint’s third fiscal quarter, subject to customary closing conditions including the receipt of required regulatory clearances.
About Verint
Verint® (Nasdaq: VRNT) helps the world’s most iconic brands – including over 85 of the Fortune 100 companies – build enduring customer relationships by connecting work, data and experiences across the enterprise. The Verint Customer Engagement portfolio draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement™ to help customers close The Engagement Capacity Gap™.
Verint. The Customer Engagement Company™. Learn more at Verint.com.
This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management’s expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2021, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.
VERINT, THE CUSTOMER ENGAGEMENT COMPANY, BOUNDLESS CUSTOMER ENGAGEMENT, THE ENGAGEMENT CAPACITY GAP and THE SCIENCE OF CUSTOMER ENGAGEMENT are trademarks of Verint Systems Inc. or its subsidiaries. Verint and other parties may also have trademark rights in other terms used herein.
