Conversica vs. Verint Intelligent Virtual Assistant (IVA)

Conversica is a good platform for us when used post event. It takes the Inside sales work out of following up on cold or potentially non-responsive leads and still allows us to create touchpoints with the leads. It has also worked fairly well as a follow up for media downloads on our site to gain additional interest or segmentation variables.

Incentivized

The IVA is very well suited to handle routine questions and basic actions that would typically require customer support. It may be a little more challenged handling edge cases but in those instances we have found it provides an easy transfer to a live agent

Incentivized

• Conversation paths are realistic and drive action from the recipient despite being AI-driven.
• Easy interface for sales reps to find, engage and convert leads who respond to the AI.
• Granular and customizable reporting tools built-in help us identify ROI and areas for improvement, and are easy to speak up to Executive level reporting.

Incentivized

• Payment Handling
• FAQ
• Contextual Interaction
• High Volume, Low Value Calls
• Replacement Card Handling

Incentivized

• We would love more options for conversation types. Our organization has so many different things that we offer, we sometimes don't find how what we are trying to offer would fit into a current conversation.
• We would like to be able to customize the text on the templates a bit more so it was more relevant to our readers.
• We would love for Conversica to remember conversations from each individual so that if they are engaged again in a future conversation it will already have a profile for that individual which will help to create a more personal touch and could assist with replying to certain requests themselves verse assigning a sales person to reply.

Incentivized

• Customer service (support)
• Reservations
• E-Commerce

Incentivized

Tool is extremely powerful but comes with a heavy price tag. As long as we close more than 30 deals with year with Conversica's assistance it will be an easy choice to renew. If we don't we will have to figure out if these funds are best spent in other lead generation places.

Standalone, it's very easy to use. It becomes a little more complicated when you're working with it as an integration in Salesforce.

Incentivized

It is well suited for employees with technical experience

Incentivized

Our CSM is great and always willing to help us try new ideas. She's always aware of what's happening on our account and will point out anything abnormal. She's also constantly looking at ensuring that we're making the most of everything that Conversica has to offer. Even though they're out of my time zone, they accommodate it meaning that I don't have to work out of hours to get support.

Incentivized

It takes a minute to get set up, but once you're good it doesn't take a ton of effort. I'd say we took 4-6 weeks to get lists built, people trained, things installed and the rest of the setup. Not the easiest thing, but far from the hardest software that I've ever installed that sits in Salesforce.

Incentivized

Conversica outdoes the competition when it comes to auto drip campaigns - while two of the above products are mainly used for mass emailing, both Sendinblue and Velocify have automatic feature suites that simply do not have the customization and ease of use that makes Conversica such an outstanding product.

Incentivized

Verint Intelligent Virtual Assistant is a complement of the previous products selected. Once we study extensive customer wave information to study, and we identified opportunities areas to best and improve the operation then Verint Intelligent Virtual Assistant takes part to give customer solutions.

Incentivized

• Increases the productivity of sales because they are spending their time working other leads.
• Increase productivitiy of marketing because instead of running leads/customers through various marketing nurture campaigns etc, you can allow Conversica to do some of that work.
• Increases the chances of surfacing opportunities in various low-level leads, lost opportunities and converting them to potential sales.

Incentivized

• Decreased overall AHT in chat by 10% minutes
• Improved overall containment rates by 10%
• Has yet to help our CSAT/NPS scores

Incentivized