Smart Communications, a leading technology company focused on helping highly-regulated organizations engage in more meaningful customer conversations, announced its acquisition of Pendula, a trusted provider of intelligent orchestration and digital delivery technology. Pendula’s customer engagement solution is renowned for helping enterprises complete their most critical customer interactions through personalized, intelligent, cross-channel engagement.
Today’s customers expect interactions that are faster and smarter than ever across an ever-expanding range of channels. Enterprises are under increasing pressure to meet these expectations by automating conversations and interactions that are not only timely and personalized but also orchestrated across multiple channels. Smart Communications’ latest State of Customer Conversations report found that only 54% of customers are satisfied with the omnichannel experiences provided by their financial services, insurance, and healthcare providers – a number that has declined year over year.
This growing dissatisfaction highlights a critical gap between customer expectations and what organizations can deliver. Many still rely on fragmented systems and manual follow-ups, resulting in incomplete transactions, missed outcomes, and lost trust.
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Smart Communications’ acquisition of Pendula addresses those challenges head-on by expanding its Conversation Cloud™ platform with intelligent orchestration capabilities. The result is a solution that reduces friction, increases completion rates, and extends engagement across high-performing digital channels such as SMS, email, WhatsApp, and RCS, helping heavily regulated enterprises connect with customers where they are, and ensuring every interaction leads to action.
“For Smart Communications, the future has always been about enabling smarter, more meaningful experiences with customers,” said Leigh Segall, CEO of Smart Communications. “The acquisition of Pendula is the natural next step in our evolution, solving a key challenge our clients face: orchestrating and completing complex, high-value customer interactions across digital channels, at scale. It also strengthens the AI capabilities already embedded into the Conversation Cloud – enhancing decisioning, automation, and personalization to help our customers engage more intelligently and drive better outcomes across every touchpoint. ”
SOURCE: Businesswire