Verint Social
Verint Social helps brands handle customer service conversations across public social channels and messaging services.
What Verint Social is
Verint Social helps brands handle customer service conversations across public social channels and messaging services. Rules-based routing and prioritization use identity and conversational context to direct interactions to people, teams, or bots. Agents can monitor, reply to, assign, and switch among social messages and accounts, including public and private Twitter messages. Human agents and bots can participate in the same conversation, with two-way handoffs and historical context retained. For complex issues, teams can use Verint Case Management; when a different or more secure channel is appropriate, a conversation can move to web chat, co-browse, email, secure email, self-service, or voice. Listed channels include Instagram, YouTube, TikTok, WhatsApp, Facebook Messenger, and Twitter DM, along with other social and digital channels. Reporting provides service KPIs and time-sensitive views of interactions, without coding to generate reports. Verint also describes an Agent Workspace and Insights for measuring success. Social Engagement is described as cloud-based and multi-tenant. Pricing is on request, and the product page invites visitors to request a demo.
Good
- Routes conversations to people, teams, or bots
- Supports human and bot handoffs with history
- Includes case management for complex issues
- Offers KPI reporting without report-generation coding
- Can move issues to other service channels
Watch out
- Pricing is available only by request
- Listed platform is web
- Product page offers a demo request, not a trial duration
Who it suits
Verint Social is aimed at brands that provide customer service on social media and need customized workflows for managing conversations. The datasheet describes use across customer service, marketing, sales, and human resources teams.
Verdict
Verint Social brings social conversation routing, agent and bot handoffs, case handling, and channel transitions into a customer-service workflow. Teams considering it should request a demo and verify which channels and services fit their needs.
Plans and prices
From Verint Social's own pricing page, checked 11 Oct 2026.
| Plan | Price | What it gives you |
|---|---|---|
| Verint Social | Priced on request | Contact Verint to get started |
The facts
Each one read from Verint Social's own pages, with the date it was checked.
What it does
- Agent workspace
- Verint describes an Agent Workspace for customer support and an Insights offering for measuring success and KPIs.checked 10 Oct 2026
- Analytics
- The product includes service KPIs, reporting, and visibility into customer interactions across public social media channels without coding.checked 11 Oct 2026
- Bot handoffs
- It supports agent-assisted service and bot automation in one conversation, with two-way handoffs and historical context.checked 11 Oct 2026
- Case management
- Complex customer issues can be managed as cases using Verint Case Management.checked 11 Oct 2026
- Channels
- Verint Social Engagement collects social content from Twitter, Facebook, Instagram, LinkedIn, Google+, forums, and messaging services including Facebook Messenger.checked 11 Oct 2026
- Deployment
- The Social Engagement datasheet describes the solution as cloud-based and multi-tenant.checked 11 Oct 2026
- Human and bot handoffs
- The product supports agent-assisted service and bot automation in one conversation, with bidirectional handoffs and historical context.checked 10 Oct 2026
- Integrations
- The Social Engagement datasheet describes a pre-built integration with Verint Engagement Management for routing, prioritizing, allocating, and escalating social issues.checked 11 Oct 2026
- Intended users
- The datasheet describes use across customer service, marketing, sales, and human resources departments.checked 11 Oct 2026
- Monitoring
- Users can monitor, reply to, and assign social messages, switch between accounts, and switch between public and private Twitter messages.checked 11 Oct 2026
- Omnichannel context
- Verint Channel Automation unifies customer interactions across telephony and digital channels in a single agent desktop and preserves interaction history across channels.checked 10 Oct 2026
- Privacy
- Verint states that it handles and protects personal data in accordance with its Privacy Notice.checked 10 Oct 2026
- Public channels
- Verint lists Instagram, YouTube, and TikTok as examples of public social media channels in its engagement-channel overview.checked 10 Oct 2026
- Purpose
- Verint Social provides social customer service through personalized conversations, automation, and actionable insights across social platforms.checked 11 Oct 2026
- Routing
- Its rules-based routing and prioritization engine directs conversations to an individual, team, or bot using identity and conversational context.checked 11 Oct 2026
- Security workflow
- The datasheet says customers can be moved from social media to web chat, co-browse, email, secure email, self-service, or voice when a more secure or appropriate channel is needed.checked 11 Oct 2026
- Support
- Verint’s support page states that standard support hours exclude Verint holidays and directs customers with 24-by-7 plans to use the same contact information after hours.checked 10 Oct 2026
- Support and services
- Verint lists business advisory, implementation and enablement, and managed services for Social Engagement customers.checked 11 Oct 2026
- Target users
- The product is presented for brands seeking to provide customer service on social media and manage customer conversations through customized workflows.checked 10 Oct 2026
The company
- Founded
- 1994checked 28 Sep 2026
- Headquarters
- Melville, NY, USAchecked 28 Sep 2026
Money
- Sales and trial information
- The product page invites visitors to request a demo and provides no listed price or trial duration.checked 10 Oct 2026
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