TrustRadius: an HG Insights company

Verint Channel Automation

Score8 out of 10

18 Reviews and Ratings

Get a Demo

What is Verint Channel Automation?

Verint Channel Automation 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.

Categories & Use Cases

Media

the same consistent experiences across different messaging platforms, in multiple languages, through a seamless blend of bots and human agents
Verint Messaging's real-time and historical analytics necessary for the most demanding modern contact centers, with insights and reporting of the performance of humans and bots
an illustration of how agents can move across interaction types as “Conversations” without losing context, such as during bot-to-human agent handovers
the engagement dashboard. 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 overall
an overview of the business value of Verint Messaging
the Verint Messaging dashboard, which includes an overall and per channel view of real-time messaging volume, and other KPIs
Verint Messaging providing customizable content inboxes (left), a straightforward communication window (middle), and case history for full context (right)
an example of conversational experience
Verint Messaging's conversational customer experience solution, which allows natural, engaging customer conversations via messaging channels to flow across the entire customer journey.
an example of the conversational customer experience

1 / 10

Reviews

What users are saying about Verint Channel Automation.
View all reviews

Turning the organization into a customer experience hero

Incentivized
Christine Sumner
Performance Excellence Leader in Research & Development at Mount Carmel Health System (10,001+ employees employees)

Pros

  • Tracking and reporting of social events in real-time
  • Provides a single conversation thread
  • Stores all past interactions
  • Syncing of customer data with existing CRM

Cons

  • Searching for specific information through the conversation threads is tiresome

Return on Investment

  • Measures levels of engagement
  • Fast and manageable workflow
  • Increased customer value

Alternatives Considered

Clarabridge and Drift

Other Software Used

Constant Contact, Zoho Desk

Usability

#notweetleftbehind: CBC's use of Conversocial

Dan Fricker
Senior Manager, Digital & Social Media in Customer Service at CBC (5001-10,000 employees employees)

Pros

  • Consolidates all engagement across Twitter, Facebook & Instagram into one, centralized dashboard.
  • Provides multi-team member workflow - manages & delegates message volume, avoids duplication of efforts.
  • Prioritizes audience conversations based on select keywords and phrases.

Cons

  • Used to be a bit of a gap in Analytics, but they've made big improvements recently - now much easier to scale data & insights to other internal teams.

Return on Investment

  • On Twitter alone, tweets sent from @CBC (including @replies to followers) totalled more than 50,000 in the past year.
  • The average volume from other North American broadcast network was around only 4,000.

Conversocial...more like ConverAwesome

Jeff King
Digital Media Specialist in Marketing at Food Lion (10,001+ employees employees)

Pros

  • Increases productivity by reducing the amount of time spent responding and monitoring our highly active social media channels.
  • History of interactions are grouped by individual conversations providing quick and easy research options.
  • Customer support is beyond fantastic. Questions are answered almost immediately from the Conversocial team.

Cons

  • It could be easier to group together individuals who have interacted with out brand the most.

Return on Investment

  • Increased employee efficiency
  • Drastically eeduced number of "lost" or "forgotten" cases
  • Allows digital team to provide better service and research support to the Customer Relations team

Usability

Conversocial creates clever Customer Connections

Conway Stone
Digital Marketing Manager, Social Media in Social Media at BMO (10,001+ employees employees)

Pros

  • Conversocial provides an orderly, easily navigated platform for routing and answering social media comments and inquiries. This makes the tool easy to train and understand. It also segments and archives the communications in an accessible way for review or recovery.
  • There are different levels of management within the tool that also allows for managing a team through a dashboard of information. Managers are able to set limitations for different ability levels within their teams and to edit responses if necessary. This is a security, not only in practicality but also in peace of mind for a business.
  • Conversocial also creates insightful analytics that can be produced at the push of a single button at any time. You also have a page within the tool that provides real time analytics that are crucial to a business should a crisis occur.
  • The support team at Conversocial were very attentive to matters if issues came up. The resolutions were never far behind the reporting of a problem.

Cons

  • Determining the sentiment of a social message is something that every predictive modeled Social CRM tool can improve on.
  • Mechanism for posting to a native site might be more robust. Although our business did not choose to post through the tool. We did not use any other mechanism to automate our posts.

Return on Investment

  • The inclusion of Conversocial in our Customer Contact Centre, addressing our clients customer service needs, created a great impact to the ability of our business to focus on a stronger social media strategy. This results in creating more opportunities for engagement and acquisition for a business.

Conversocial: Keeping Community Manager's sane since 2009

Incentivized
Amy Ortega
Social Media Community Manager in Marketing at University of Phoenix (10,001+ employees employees)

Pros

  • Previous conversations: This is one of the main reasons why I personally love Conversocial over Hootsuite and other social media engagement tools. Conversocial pulls in all previous interactions we've had with community members and it helps us identify if we've already addressed their problem, if they are a detractor/advocate, and so much more. With other engagement tools, it's frustrating as a community member may repost the same thing over and over again, but at different time periods. If you're unable to see what someone has said in the past, we may waste our time replying to the same thing multiple times, or we also risk responding with the same general advice, when we could try a different approach.
  • Tags and filters: Conversocials use of tags and filters are extremely simple to use. They have shortcuts which help you easily assign a tag to an item and then you can easily pull up each of those tags within Conversocial itself or your can open up an external report. If my team is in a hurry and wants to quickly see a certain tag, we can use the filter option and within seconds we have all the information we need.
  • Simple shortcuts: Conversocial has several shortcuts that save my team a lot of time. One single button on my keyboard can apply sentiment and archive something so it's out of my way. I can also use shortcuts to apply a tag, assign an item, and do other tasks. It may seem like a small benefit but each second saved really adds up throughout each day and week.
  • Communication: As we know, technology has issues and every tech issue Conversocial has experiences has been handled extremely well. I've never encountered any issues contacting Conversocial, we're always notified when they are working on a solution and once the problem has been fixed. We also receive random pop-ups within Conversocial to notify us of known issues before our team experiences them, and when there is a new feature that we should be aware of. Their communication is always on point and it's great to know that we can always rely on them.

Cons

  • Ban settings: currently, you can only ban from one single page at a time. Our organization has a few different pages and it would be nice if we could ban one user across all pages in one single click
  • Reply and notes section: in the past it was easy to add a note as a reply. Conversocial has since changed this and made the 'reply' section very bold so you do not accidentally type a note in the reply section.
  • Tagging: It would be nice if we could tag users from Conversocial. However, this seems to be a Facebook issue and not a Conversocial one.

Return on Investment

  • Conversocial is helping us improve customer service each and every day. By staying organized and on top of our Community Management, our organization is able to help community members and improve their experience.
  • We are also able to improve sales as potential students come to our Facebook page asking for help and we can provide more information and direct them to the right place.
  • Conversocial helps our organization identify trends through their use of tags and filters. This helps us escalate important issues to leadership so we can make any necessary changes and improvements.

Related Products

Products similar to Verint Channel Automation that may also meet your needs.
All comparisons
Sprinklr Social
CompareLearn more
Sprout Social
CompareLearn more
Khoros Service
CompareLearn more
Sparkcentral (discontinued)
CompareLearn more