Smart Communications, a leading technology provider specializing in enabling highly regulated organizations to create more meaningful customer conversations, has officially acquired Pendula, a trusted name in intelligent orchestration and digital delivery solutions. This strategic move strengthens Smart Communications’ Conversation Cloud by integrating Pendula’s Intelligence Suite, unlocking advanced AI capabilities to deliver faster, smarter, and more personalized interactions.
Pendula has earned a reputation for helping enterprises execute their most critical customer engagements through personalized, intelligent, cross-channel communication. By combining forces, Smart Communications can now help organizations orchestrate seamless interactions across SMS, email, WhatsApp, RCS, and other high-performing digital channels ensuring every conversation leads to measurable action.
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Today’s customers expect speed, intelligence, and personalization across a growing number of touchpoints. However, Smart Communications’ latest State of Customer Conversations report found that just 54% of customers feel satisfied with the omnichannel experiences offered by financial services, insurance, and healthcare providers and that number is steadily dropping. This gap underscores the urgent need for enterprises to replace fragmented systems and manual processes with integrated, automated solutions.
Through Pendula’s orchestration technology, Smart Communications addresses these challenges directly. The enhanced Conversation Cloud now offers intelligent failover automatically rerouting messages to alternative channels when initial delivery fails dramatically increasing completion rates and reducing manual intervention. The configurable decisioning logic guides customer journeys toward the desired outcomes by understanding natural language inputs and smoothly redirecting them whenever necessary.
Leigh Segall, CEO of Smart Communications, emphasized the significance of this acquisition: “The future has always been about enabling smarter, more meaningful experiences with customers. Bringing Pendula into the Smart family allows us to orchestrate complex, high-value customer interactions at scale while enhancing AI-powered personalization and decisioning.”
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Pendula’s Intelligence Suite introduces analytics, AI decisioning, and configurable AI agents that operate within strict brand and compliance guidelines. These tools analyze trends, forecast needs, deliver tailored responses, and enable seamless handoffs to human experts transforming raw data into actionable customer engagement.
Alex Colvin, CEO of Pendula, expressed his vision for the partnership: “Customers crave genuine conversations, not just one-way messages. Together with Smart Communications, we can help enterprises move faster, connect more intelligently, and deliver personalized experiences that inspire action.”
With this acquisition, Smart Communications reinforces its commitment to delivering secure, compliant, and outcome-driven conversations especially for highly regulated industries where trust, precision, and efficiency are paramount.
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