Verint

Overview

Verint is a customer engagement company. Verint Messaging, built on Conversocial, which Verint acquired, brings private messaging and social channels into one agent desktop with rules-based routing and bots that hand off to human agents. Its channels include Apple Messages for Business, WhatsApp Business, Facebook Messenger, Instagram Messages and two-way SMS.

Key features

• Apple Messages for Business with Message Suggest, which offers messaging when a customer taps a phone number registered with Apple
• List and time pickers, Apple Pay, Apple authentication and Wallet passes in Apple conversations
• Two-way SMS, WhatsApp Business, Facebook Messenger and Instagram Messages
• Verint Intelligent Virtual Assistant bots with handoff to agents inside the same conversation
• Queues by agent skill or channel, with real-time reporting
• Verint Channel Automation across messaging, email and chat

Pricing

Not published. Demos are by request.

How it compares to Linq

Verint offers Apple Messages for Business, not iMessage from a phone number: iPhone users chat with a verified brand in Apple's Messages app, while SMS reaches other phones. It is an agent desktop for contact centers rather than a developer API. Linq sends iMessage, RCS and SMS from real phone numbers through an API at a flat fee from $260 a month.

Best for

Contact centers that want to move phone volume to Apple Messages, WhatsApp and SMS, with bots and agents in one desktop.

Sources

• verint.com/channels-and-desktop/engagement-channels/private-messaging-channels
• verint.com/channels-and-desktop/engagement-channels/private-messaging-channels/apple-messages-for-business
• verint.com/blog/verint-embraces-social-messaging-by-acquiring-conversocial