Verint offers a cloud-native open platform that enables contact centers to automate customer experiences with AI-driven tools such as Intelligent Virtual Assistants and real-time coaching bots.
Funding
Funding not disclosed
Founders
Product
Problem
Contact centers often struggle with high operational costs, long call handling times, and limited ability to scale personalized customer interactions, leading to lower customer satisfaction and missed revenue opportunities.
Solution
Verint provides a cloud-native open platform that delivers AI-driven automation for contact centers. The platform includes Intelligent Virtual Assistants that handle routine inquiries, real-time coaching bots that guide agents during calls, and transcription and speech analytics tools that extract insights from conversations. By automating repetitive tasks and augmenting agent performance, the solution reduces call duration, increases interaction containment, and enables agents to focus on higher-value engagements. Integrated analytics generate actionable metrics that help organizations monitor quality, improve net promoter scores, and drive cross‑sell revenue. The platform’s modular architecture allows customers to deploy individual bots or a full suite of capabilities as needed, scaling with the contact center’s volume.
Target Audience
Primary customers are enterprise contact centers in banking, telecommunications, healthcare, and other high‑volume service industries seeking to improve efficiency, agent productivity, and customer experience.
Features
- Intelligent Virtual Assistant (IVA) for self‑service, achieving up to 85% interaction containment
- Real‑time Coaching Bot that provides on‑call guidance, cutting average call time by 30 seconds
- Wrap‑Up Bot that automatically generates call summaries, saving 35 seconds per interaction
- Quality Bot that automates call quality evaluations, increasing coverage from 1% to 96% without additional staff
- Speech Analytics with AI transcription (90% accuracy) that surfaces insights to improve NPS and drive cross‑sell opportunities
- Cloud‑native, API‑first architecture enabling seamless integration with existing contact‑center systems
- Scalable “Copilot” framework that automates manual tasks to double agent capacity