London-based Smart Communications acquires Pendula to accelerate cross-channel conversations

This London-based technology company, focused on helping highly-regulated organisations engage in more meaningful customer conversations, made a significant acquisition. 

London-based Smart Communications, a company focused on helping highly-regulated organisations engage in more meaningful customer conversations, announced its acquisition of Pendula, a provider of intelligent orchestration and digital delivery technology.

Founded in 2017, Pendula’s customer engagement solution is known for helping enterprises complete their most critical customer interactions through personalised, intelligent, cross-channel engagement.

“At Pendula, we’ve always believed that today’s customers want real conversations, not one-way broadcasts,” says Alex Colvin, CEO of Pendula.

“By joining Smart Communications, we are combining our orchestration expertise with the global reach and proven capabilities of the Conversation Cloud™ platform. Together, we will help enterprises move faster, connect more intelligently, and deliver personalised experiences that drive action at scale,” adds Colvin.

Why the acquisition?

Customers today want quick and smart interactions across various channels. Businesses are under pressure to meet these demands by automating timely and personalised conversations across multiple platforms.

According to Smart Communications’ latest report, only 54 per cent of customers are satisfied with the omnichannel experiences offered by their financial services, insurance, and healthcare providers, and this number has been declining each year.

This growing dissatisfaction highlights a critical gap between customer expectations and what organisations can deliver.

Here’s where the acquisition comes into play!

Smart Communications acquired Pendula to improve its Conversation Cloud platform by adding intelligent orchestration features.

The suite includes analytics, AI decisioning, and configurable AI agents that work within precise workflows and guardrails, ensuring alignment with each organisation’s brand, goals, and compliance needs.

From identifying trends and forecasting customer needs to delivering personalised responses and seamless handoffs to human experts, this AI-powered layer will help enterprises transform data into action and drive deeper engagement across every channel.

This solution helps reduce obstacles, increase completion rates, and enhance engagement through popular digital channels like SMS, email, WhatsApp, and RCS.

It allows regulated businesses to connect with customers effectively and ensures that every interaction encourages action.

Offers smart failover capabilities

Pendula’s orchestration technology includes smart failover capabilities. If a message doesn’t reach a customer through one channel, it is automatically sent through the next best option.

Users can set up decision-making logic to help customers get the results they want, with automatic responses based on their natural language inputs.

The solution also integrates easily with the Conversation Cloud platform and offers pre-built connectors for popular enterprise systems like Salesforce, AWS, Snowflake, Zendesk, Stripe, and more.

Smart Communication: Modernising customer communication

Smart Communication helps businesses in regulated industries modernise their processes and connect with customers effectively.

Its Conversation Cloud platform provides compliant and digital experiences through various communication channels, smart coordination, secure data handling, and digital storage.

More than 700 companies worldwide, like Zurich Insurance, Priority Health, The Pacific Financial Group, and The Bancorp, trust Smart Communications to minimise compliance risks, improve efficiency, reduce costs, and speed up digital transformation.

Smart Communications works well with over 30 trusted enterprise systems, including Salesforce, AWS, Guidewire, DuckCreek, OneSpan, and Pega, managing over 60 billion important customer conversations each year.

“For Smart Communications, the future has always been about enabling smarter, more meaningful experiences with customers,” says 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 decision-making, automation, and personalisation to help our customers engage more intelligently and drive better outcomes across every touchpoint. ”