Does the Verint Platform have Generative AI?

Verint Open Platform leverages a variety of proprietary and commercial AI models, including Generative AI. GenAI models are used in several of Verint’s specialized bots in order to summarize customer conversations, generate virtual assistant responses, and more.

What is CX automation?

CX automation is the use of artificial intelligence to reduce costs while simultaneously elevating customer experience (CX).

Does Verint provide a CCaaS solution?

Verint Open Platform provides a broad set of best-of-breed applications to power your contact center, including telephony and digital channels, AI-powered routing, IVA for voice and digital, forecasting and scheduling, quality and compliance, analytics and insights, voice of customer/employee solutions, and AI-powered bots.

How does Verint Open Platform differ from other CCaaS platforms?

Traditional CCaaS platforms are known for being closed-off, all-in-one systems built around telephony. Alternatively, Verint Platform is completely open. It offers flexibility so you can keep your existing investments, like your ACD, rather than needing a large rip-and replace project. It is modular, meaning you can start small and add applications over time. Also, the platform is future proof so you can easily add new AI innovations as they become available.

Verint Open Platform

Leverage an open platform with data and artificial intelligence at the core to increase CX automation and deliver AI business outcomes, now.

Customer Success Stories

Verint Open Platform increases CX automation

CX automation is the ability to elevate the customer experience while simultaneously lowering costs. Contact centers realize that hiring more workers and increasing labor expenses is no longer a sustainable solution. To achieve their strategic goals, they need a new approach to increase CX automation in their contact center operations.

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Verint delivers AI business outcomes. Now.

Verint isn’t just an artificial intelligence company, we’re an AI outcomes company. Our team of AI-powered bots are designed specifically to increase CX automation for your contact center, driving significant ROI and improving customer satisfaction scores.

Verint Da Vinci AI is the “bot factory,” where we combine the best generative AI, commercial, customer-provided, and proprietary AI models to create our bots. Bots continually train in the data hub to become more effective, and are embedded directly into workflows, putting AI at the fingertips of agents.

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AI Business Outcomes from Verint Customers

$10M Saved
A bank contained 10M interactions (80% containment rate) through AI-driven self-service with Verint IVA.
$3M More in Sales
A healthcare brand used the Exact Transcription Bot to achieve 90% transcription accuracy, leading to a $3M boost in sales.
+39 NPS
A mortgage lender increased its net promoter score from +3 to +39 through real-time agent coaching with Verint Coaching Bot.

ISG Research: Contact Center Advanced Buyers Guide

Contact center technology has evolved to meet the growing needs of today’s customer. Leading brands use data and AI as a foundation to drive a superior customer experience while lowering costs.

To better understand the critical capabilities required in the contact center and see why Verint was named a leader in the market, read the ISG Research™ Contact Center Advanced Buyers Guide now.

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ISG contact center advanced buyers guide cover

The critical need for an Open Platform

Because the platform is open in every dimension, Verint provides capabilities no other vendor can offer:

Flexible: Keep the existing contact center solutions that work for you, in the cloud or on-premises. Don’t have to throw away your voice call ACD or CRM just because you are switching platforms.
Modular: Pick and choose what parts of the platform you want to deploy first and see AI Business Outcomes Now. Don’t wait through a risky and disruptive rip and replace project.
Future Proof: AI is evolving at a rapid pace. Continue to use new AI models from any source so your platform will not become outdated.

Turn your contact center into a data-driven operation

Every time a customer interacts with your brand, new behavioral data is created. This data is typically stuck in silos and inaccessible to your contact center. But interaction, workforce, and experience data is invaluable to driving outcomes for your business. With a customer data platform you can:

Gain a deeper understanding of the behaviors of your customers, employees, and bots.
Continuously train Verint bots for the highest accuracy and effectiveness.
Freely access and export behavioral data for use in your broader enterprise data strategy.

Contact center innovation at your pace

Whether you’re looking to do a full-scale cloud migration or want a quick win for a pressing business issue, we have you covered. Verint Open Platform lets you add innovation to your existing ecosystem at your own pace. You can keep the investments that are working for you and gradually add Verint capabilities at your own pace. In fact, most Verint Bots can be deployed in just 30 days!

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Recognized as best-in-class by your peers

CX beyond contact center operations

Modern customer engagement extends beyond the contact center to the back office, the branch or store, and omnichannel customer experience. With Verint, the customer journey is connected across these touchpoints, so you can:

More accurately forecast incoming work
Continue the customer journey from wherever it started
Connect workflows with the rest of the enterprise

Verint Open Platform provides a connected experience across all customer engagement use cases across the enterprise.

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Frequently asked questions about Verint Open Platform

Verint Da Vinci AI is core to Verint Platform and powers the applications you use every day. Verint future-proofs your AI investment with an open approach spanning both proprietary and industry models that keeps pace with the rapid innovation in the industry.