Smart Communications, a leading technology company for highly-regulated organizations, has acquired Pendula, a provider of intelligent orchestration and digital delivery technology. This strategic move is designed to enhance Smart Communications' Conversation Cloud™ platform by integrating Pendula’s AI-powered capabilities. The acquisition aims to help businesses in regulated industries create smarter, more personalized, and complete customer conversations across multiple channels, addressing a growing gap between customer expectations and current enterprise capabilities.
Smart Communications has acquired Pendula to expand its Conversation Cloud™ platform.
The acquisition integrates Pendula's AI-powered intelligent orchestration and digital delivery technology.
This will enable regulated industries to manage more personalized and automated conversations across channels like SMS, email, and WhatsApp.
The goal is to reduce friction, increase completion rates for critical customer interactions, and improve overall customer satisfaction.
Pendula’s Intelligence Suite, including analytics and AI decisioning, will accelerate AI-powered conversations within the Smart Communications platform.
The solution features intelligent failover capabilities to ensure messages reach customers on the next best channel if one fails.
Today’s customers expect seamless and timely interactions across various digital channels, but many organizations still struggle with fragmented systems. A recent Smart Communications report highlighted a decline in customer satisfaction with omnichannel experiences, particularly in financial services, insurance, and healthcare. Smart Communications' acquisition of Pendula directly addresses this issue by expanding its platform with intelligent orchestration capabilities. This integration allows enterprises to automate complex, high-value customer interactions and ensure every touchpoint is connected and efficient. By orchestrating conversations across channels like SMS, email, and WhatsApp, the platform helps regulated businesses meet customers where they are while improving completion rates and reducing manual follow-ups.
A key benefit of this acquisition is the integration of Pendula’s Intelligence Suite into Smart Communications’ Conversation Cloud™. This suite introduces powerful new AI capabilities that enable smarter, faster, and more personalized conversations. The AI layer includes analytics, decision-making tools, and configurable AI agents that operate within specific workflows and compliance guardrails. These AI agents can identify customer trends, forecast needs, and deliver personalized responses, all while ensuring a seamless handoff to human experts when necessary. This technology helps enterprises transform data into actionable insights, driving deeper engagement across every channel. According to Leigh Segall, CEO of Smart Communications, this acquisition strengthens the platform’s existing AI capabilities and enhances decisioning and automation to drive better outcomes.
The integration of Pendula’s technology is particularly beneficial for highly-regulated industries where compliance and security are non-negotiable. Pendula's orchestration includes intelligent failover capabilities, which automatically reroute a message to a different channel if the initial delivery fails. This feature is crucial for increasing completion rates and ensuring that critical communications, such as transaction updates or policy renewals, are received by the customer. The combined solution offers seamless integration with other enterprise systems like Salesforce and Zendesk and is built to meet the highest standards for security and compliance. This partnership ensures that organizations can achieve enterprise-grade orchestration that is both efficient and compliant, helping them deliver secure, connected, and personalized experiences that drive action at scale.
This acquisition marks a significant step for Smart Communications in its mission to enable more meaningful customer conversations. By integrating Pendula’s intelligent orchestration and AI-powered engagement technology, the company can now offer a more comprehensive solution that helps regulated enterprises overcome the challenges of fragmented communication. The enhanced Conversation Cloud™ platform is poised to help businesses not only meet but exceed customer expectations by providing seamless, personalized, and efficient omnichannel experiences that are both secure and compliant.
Smart Communications is the trusted choice for regulated enterprises looking to modernize complex processes and connect with customers in the moments that matter most. Its Conversation Cloud™ platform powers frictionless, compliant, digital-first experiences through omnichannel communications, intelligent orchestration, secure data capture, and digital archival. More than 700 enterprises worldwide—including Zurich Insurance, Priority Health, The Pacific Financial Group, and The Bancorp—rely on Smart Communications to reduce compliance risk, boost operational efficiency, lower costs, and accelerate digital transformation. In 2025, the company was acquired by Cinven, a global private equity firm, to accelerate international expansion and further scale its platform in regulated markets.
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