Verint
Procurement partnerAbout
Verint is a customer experience (CX) automation company that provides an AI-powered platform for contact centers, combining workforce engagement, analytics, and AI agents to automate and improve customer interactions. Their platform integrates with existing contact center ecosystems to deliver automation across voice and digital channels without requiring full technology replacement. Verint serves 85% of the Fortune 100 and over 2,500 banks and credit unions worldwide.
Details
VenSearch Intelligence
Ideal Customer
- Verint's core sweet spot is large enterprises and multi-site contact centers, with its strongest customer relationships among Fortune 100-scale organizations — over 80 of the Fortune 100 are Verint customers.
- The majority of its contact center customer base consists of companies with 10,000+ employees, followed by those with 1,000–4,999 employees, indicating a strong upper mid-market and enterprise focus.
Key Differentiators
- Verint positions itself as 'The CX Automation Company,' differentiating on its open platform architecture that integrates with existing contact center infrastructure (avoiding rip-and-replace) and its specialized AI bot strategy — deploying task-specific bots (for quality, transcription, scheduling, PII redaction, etc.) rather than a monolithic AI layer.
- The company claims its AI Annual Recurring Revenue represents 50% of total ARR, and it holds long-standing recognition as a Gartner Magic Quadrant Leader for Workforce Engagement Management (12 consecutive placements as of 2020) and was recognized in four categories in the 2024 CRM Industry Leader Awards.
Industries Served
- Verint serves a broad range of industries including financial services (banking, insurance, investment), healthcare, government (federal, state, and local), telecommunications, retail, utilities, technology, manufacturing, education, and public safety.
- The company has particular depth in financial services — with over 85% of the world's top banks using Verint for compliance recording and fraud detection — and also holds purpose-built solutions for financial regulatory compliance (e.g., MiFID II) and serves more than 2,500 banks and credit unions with its fraud and security solutions.
Service Coverage
- Verint operates as a global company, serving customers in more than 175 countries across the Americas, Europe, the Middle East, Africa, and Asia-Pacific.
- The company has approximately 10,000 clients worldwide and derives a majority of its revenue from the United States, though it maintains particular strength in Latin America and has a significant EMEA presence with dedicated regional events and customer award programs.
Partnerships
- Verint maintains deep technology partnerships with major platforms including Salesforce (Verint for Salesforce Service Cloud integrates WEM with CRM data), Google Cloud (Contact Center AI integration), Webex by Cisco (Data Hub integration into Webex Contact Centre), Five9 (a nearly decade-long partnership with a native cloud-to-cloud integration and co-sold WFO portfolio), 8x8, Talkdesk, Dialpad, and Avaya.
- The Verint Integration Studio offers more than 500 application connectors across 300 vendors including Microsoft, Workday, and ServiceNow.
Company Size & Ownership
- Verint was founded in 1994 (originally as Comverse Infosys) and currently employs approximately 3,700–3,800 people globally.
- Annual revenue is approximately $909 million.
Compliance & Certifications
- Verint maintains compliance with PCI-DSS (Level 1 Service Provider), SOC 2 Type II (mapped to HITRUST), HIPAA/HITECH, ISO 27001, NIST 800-53, NIST CSF, GDPR, CCPA/CPRA, and CMMC Level 1.
- Third-party auditors verify compliance across these standards annually, and Verint publishes a Certification Product Matrix documenting which specific products and services are covered under each framework.
Compiled from public sources by VenSearch · Last researched October 13, 2026
Offerings
67 offeringsAgent Virtual Assistant
An AI solution that automates agents' tasks with self-service flows to increase capacity and deliver better customer outcomes. It helps contact centers scale their operations without adding headcount by automating repetitive agent-facing workflows.
Agentic Coaching
A solution that connects contact center agents with live agentic AI-powered assistance to create a better customer experience. It provides real-time, contextual coaching to agents during interactions to improve performance and outcomes.
Agentic Orchestration
A capability within the Verint Platform that orchestrates a hybrid workforce of humans and AI agents. It allows organizations to move beyond isolated AI experiments and operationalize agentic AI as a secure, governed, and measurable capability.
AI Agent Assist
A real-time assistance tool that provides in-the-moment guidance to agents during customer interactions. It delivers answers and guidance to agents when they need it, helping improve accuracy and reduce handle time.
Appointment Booking
A solution that increases conversion for in-store services by making it easy for customers to book appointments from any channel. It enables organizations to manage appointment scheduling across digital and physical touchpoints.
Automated Quality Management
A quality management solution that screens a higher percentage of calls than manual processes allow, reducing the risk of non-compliant interactions remaining hidden. It automates quality evaluations to provide broader and more consistent coverage across contact center interactions.
Branch Workforce Management and Customer Engagement
A workforce management solution specifically designed for bank and retail branch environments that allocates branch staff to meet efficiency, sales, and customer service goals. It enables organizations to build adaptable branch capacity plans that support evolving branch operating models.
Calabrio ONE
A contact center platform that empowers agents and increases contact center efficiency. It includes tools designed to improve agent experience and customer satisfaction outcomes.
Calabrio Workforce Management
A workforce management solution with tools for forecasting, scheduling, intraday management, and more. It is designed to unlock the full potential of contact center personnel through simple, effective WFM capabilities.
Call Risk Scoring Bot
A fraud detection bot that detects fraudulent behavior in the IVR before fraudsters can social engineer agents and before a fraud event takes place. It analyzes calls in real time to score risk and alert organizations to potential fraud attempts.
Callback Solution
A contact center solution that elevates CX, manages volume spikes, and lowers abandonment rates by integrating callback capabilities into the contact center. It allows customers to request a callback instead of waiting on hold, improving customer satisfaction and reducing operational costs.
Case Management
A solution that combines process automation, business rules, knowledge management, and decision-making support to transform customer service. It enables organizations to manage complex customer cases from initiation through resolution with structured workflows.
Channel Automation
A solution that unifies customer interactions across voice and digital channels in a single agent desktop. It enables agents to manage all customer communication channels from one interface, improving efficiency and consistency of service.
Cloud Migration Services
A professional services offering that supports organizations transitioning from on-premises environments to Verint Hybrid Cloud solutions. Dedicated project managers, certified engineers, and CCaaS and integration specialists manage the migration process from discovery and configuration through testing and go-live.
Coaching Bot
An AI bot that gives employees the answers and guidance they need when they need it during customer interactions. It provides real-time recommendations to agents to help them resolve customer issues accurately and efficiently.
Compliance Solutions
A solution designed to help contact centers avoid fines by meeting all regulatory standards. It helps organizations capture and manage compliance-related interaction data and supports regulated industries with governance and compliance capabilities.
Consulting Services
A business consulting service where Verint consultants help organizations achieve operational and customer experience goals through strategic guidance, adoption of best practices, and integration of proven methodologies. Consultants help improve efficiencies, balance automation with human touch, extract and interpret interaction data, and analyze management processes.
Conversation Intelligence Software
A solution that captures and analyzes customer interactions to surface insights that improve agent performance and CX business outcomes. It enables organizations to derive actionable intelligence from voice and digital conversations.
Conversational AI Agents
AI agents that automate voice and digital customer interactions end-to-end by listening, understanding, and acting to fully resolve customer needs. They can be deployed across channels to increase self-service containment and reduce the volume of interactions requiring human agents.
CX Data Hub
A unified data layer that consolidates customer engagement data across the enterprise to provide AI and analytics with a trusted foundation for every CX decision. It makes all interaction and experience data available across the enterprise in a unified and cohesive way.
CX Intelligence
An AI-powered solution that turns customer conversations into faster, validated insights across voice and digital channels. It features market-leading transcription accuracy, unified omnichannel interaction analysis, and an intuitive interface for querying customer data in natural language.
Da Vinci AI
Verint's AI engine that provides governance, guardrails, and model management for enterprise AI deployments. It powers AI agents with an open approach to AI built on CX-specific intelligence and is flexible enough to work with the models customers choose.
Data Insights Bot
An AI bot that helps users understand engagement data by turning numbers into information and breaking down data silos. It consolidates data from multiple data points, automatically generating dashboards so any user can see any data in any format at any time.
Desktop and Process Analytics
A solution that captures employee desktop activity to improve productivity and capacity, help ensure quality and compliance, and streamline processes. It gives organizations visibility into how agents are using their desktop tools and following defined workflows.
Desktop Intelligence
A solution that provides complete visibility into contact center and back-office desktop activity automatically, with no triggers or configuration required. It enables managers to understand exactly how work is being performed at the agent desktop level.
Enterprise CX
A VoC solution that combines all customer and contact center data to enable strategic, data-driven decisions that improve engagement, reduce effort, and increase revenue. It unifies all VoC data in one place and takes AI-driven actions based on CX insights to orchestrate bots and humans to automate resolutions.
Enterprise Recording with Engagement Data Management
A recording solution that captures, ingests, aggregates, and manages interaction data across all voice and digital channels. It provides organizations with a comprehensive record of customer interactions for compliance, quality management, and analytics purposes.
Exact Transcription Bot
A speech-to-text transcription software bot that provides market-leading transcription accuracy for use in speech analytics, quality management, and generative AI projects. It unlocks powerful customer insights by accurately converting voice interactions into text.
Fraud and Security Solutions
Purpose-built fraud detection and security investigation solutions serving over 2,500 banks and credit unions, including 7 of the top 10 U.S. banks. The solutions help financial institutions improve security investigations and detect fraudulent behavior before fraud events take place.
Genie Bot
A generative AI bot that supercharges analyst capacity by enabling conversational queries on unstructured data, dramatically reducing the time from data collection to actionable insights. It gives analysts the power to access immediate insights from unstructured data down to individual interaction level.
Interaction Recording
A solution that captures and manages interaction data across multiple sources including voice and digital channels. It allows organizations to record, archive, and retrieve interactions for compliance, quality management, and analytics purposes.
Interviewing Bot
An AI-powered bot that speeds up the hiring process by predicting which candidates would be successful and enabling faster onboarding. It helps contact center organizations find the right employees more efficiently.
Knowledge Automation Bot
A bot that uses knowledge management automation to deliver the right knowledge at the right time to agents and customers. It automates the retrieval and presentation of relevant information during interactions to improve resolution rates and reduce handle time.
Knowledge Management
A knowledge management solution that delivers accurate information instantly to agents and customers. It ensures that contact center employees have access to the correct answers to resolve customer inquiries on the first interaction.
Omnichannel Intelligence
A CX analytics solution that uncovers insights from customer conversations across voice and digital channels. It enables organizations to analyze every customer interaction to surface trends, sentiment, and actionable intelligence.
Onboarding Services
A professional services offering that facilitates smooth application implementation through project managers, certified engineers, and CCaaS and integration experts who help customers plan, implement, and integrate Verint solutions. It includes Verint Starter Services Packages for quick deployment as well as tailored services for complex environments.
Operations Manager
A solution that ensures the right work is done at the right time to meet end-to-end service and quality goals. It helps contact center and back-office operations manage workload distribution and service level performance.
Performance Management
A solution that captures and aggregates data across multiple systems while providing a unified framework for tracking, managing, and improving individual and organizational performance. It gives contact center managers a consolidated view of agent and team performance metrics.
PII Redaction Bot
A bot that automatically detects and redacts sensitive personally identifiable information (PII) from customer interactions. It ensures compliance with data privacy regulations and builds customer trust by preventing sensitive data from being stored or exposed inappropriately.
Predictive Modeling
A VoC analytics capability that uncovers the reasons behind customers' digital behaviors using predictive modeling and insights from customer and employee interactions across every channel and touchpoint. It helps organizations prioritize improvements based on predicted impact on loyalty and satisfaction.
QM Intelligence
A quality management solution that scores up to 100% of interactions with 99%+ AI accuracy in most instances. It enables automated quality assurance for faster coaching and better customer experience outcomes.
Quality Intelligence
An AI-powered quality management solution that evaluates 100% of human and automated interactions across channels. It enables automated quality scoring with 99%+ AI accuracy in most instances, replacing manual sampling processes to provide a more complete view of performance and compliance.
Recording for Public Safety
A specialized recording solution for public safety organizations that records, archives, and retrieves interactions across multiple channels, reconstructs incidents, and complies with emerging standards for digital emergency communications including Next-Generation 911 and public safety radio systems.
Smart Transfer Bot
A bot that bridges self-service and assisted service channels, significantly reducing call times. It intelligently routes customers between automated and human-assisted interactions to optimize resolution efficiency.
Speech Analytics
An industry-leading solution described as the most-used and highest-rated speech analytics application on the market that automatically discovers and analyzes words, phrases, categories, and themes from every voice interaction. It generates rich behavioral data that delivers immediate business outcomes including quality management, compliance monitoring, and customer insight.
Struggle Detection Bot
A bot that identifies customer struggles in real time during digital interactions and takes action to repair the customer experience. It analyzes millions of clicks, gestures, and taps as they happen to allow organizations to visualize and quickly act on trends and anomalies during digital interactions.
Supervisor Assist
A tool that automates manual work for supervisors and analysts in the contact center. It leverages AI to reduce the administrative burden on supervisors, allowing them to focus on coaching and managing agent performance.
Survey Management
A VoC solution that unifies survey data from every customer and employee touchpoint to develop meaningful CX and EX insights. It moves beyond simple surveys to capture direct, indirect, and inferred data, with patented AI predictive models that drive automated follow-up actions and real-time workflow triggers.
Technology Managed Services
A managed services offering where Verint supplements customer staff with its own experts to help run, change, and adapt contact center operations. It provides specialized expertise to manage Verint platform operations in a matter of weeks rather than months or years.
Text Analytics
A solution that analyzes large volumes of unstructured data from text-based interactions across digital channels including web chat, email, social media, and call notes. It identifies topics, significant trends, and customer sentiment from every text-based customer interaction.
TimeFlex Bot
An AI bot that gives agents a better way to manage their own schedules while balancing the needs of the business and customers. It automates schedule management requests, reducing the administrative burden on WFM teams.
Value Realization Services
A post-implementation service that helps customers mature and optimize their use of Verint software to achieve a clear path to value and increased solution adoption. It helps organizations regain focus on desired business outcomes and promotes standardized application usage, processes, and governance.
Verint Academy
An online education and training platform accessible through Verint Connect that houses a large library of self-paced training options available at no additional charge for SaaS customers. It provides instructor-led classes and self-paced, on-demand learning available anytime, anywhere to support solution adoption across different learner types and experience levels.
Verint AdviceLine
An Ask the Expert service that provides quick guidance on operational or business practice questions about Verint applications. It delivers one-hour, one-on-one sessions with an experienced consultant on a wide range of operational topics.
Verint Community
A flexible, customizable community and self-service platform that empowers customers, partners, and employees. It drives business value through better engagement, lower support costs, and higher sales by enabling peer-to-peer and self-service knowledge sharing.
Verint CX Data Hub
A platform capability that makes all interaction and experience data available across the enterprise in a unified and cohesive way. It serves as the data foundation for AI and analytics across the Verint platform.
Verint for Financial Compliance
A compliance solution designed for financial services and trading firms to help them navigate financial regulations confidently. It transforms compliance operations by capturing and managing trading and financial services communications for regulatory compliance.
Verint Messaging
A messaging solution that enables continuous conversations between consumers and brands via real-time private messaging apps including WhatsApp, Facebook Messenger, and Apple Messages for Business. It allows contact centers to manage asynchronous digital messaging interactions at scale.
Verint Platform
An AI-powered CX automation platform that integrates with existing contact center, CRM, workforce engagement, and enterprise systems without requiring a complete technology replacement. It brings together AI agents, workforce engagement, and analytics in a single platform to automate customer interactions and back-office workflows across voice and digital channels. It supports enterprise-scale environments with flexible deployment options and open architecture.
Verint Service Units (VSUs)
A pre-purchased services package that customers can use throughout the year toward education, model updates, business process consulting, and more. VSUs provide flexibility to tailor services experiences, predictable fixed costs paid upfront, and efficiency by eliminating the need to go through a new quoting process for each engagement.
Verint Support (Verint Connect)
A self-service and live product support offering delivered through Verint Connect, an interactive engagement portal. It provides customers and partners access to a knowledgebase, support ticket submission and tracking, a resource center with product and services documentation, and Verint Academy training resources all in one place.
Voice of the Customer (VoC)
A suite of solutions that captures direct, indirect, and inferred customer feedback signals across every touchpoint and channel, including surveys, digital behavior, speech, and text. It uses AI-powered analytics and predictive modeling to unify feedback data and automatically trigger workflow changes, real-time agent guidance, and digital journey adjustments based on customer insights.
Web & Mobile (VoC)
A Voice of the Customer solution that elevates website, mobile app, and in-store experiences by analyzing digital behavior and enabling real-time action. It tracks and analyzes the entire omnichannel digital customer journey, detects customer struggles in real time, and uses AI-powered predictive modeling to uncover the reasons behind digital customer behaviors.
WFO Professional Services
A professional services offering that supports the workforce optimization lifecycle from initial deployment of Workforce Management, Quality Management, Speech and Interaction Analytics, and recording through ongoing optimization, configuration updates, and value realization. Services are available directly from Verint and through certified Verint partners worldwide.
Workforce Intelligence
A solution that gives supervisors and WFM analysts AI-driven insights and real-time alerts to optimize staffing, automate tasks, and meet service level agreements. It provides complete visibility into contact center and back-office activity to enable proactive workforce management decisions.
Workforce Management
A workforce management software solution that ensures the right employees are in the right place at the right time through forecasting and scheduling capabilities. It improves both the customer and employee experience while helping organizations achieve their operational goals across contact centers, branches, and back-office environments.
Wrap Up Bot
A generative AI bot that summarizes interactions between customers and agents, dramatically reducing after-call work. It cuts time from every call by automating call summary creation, freeing agents from manual note-taking while keeping records consistent and accurate.
Considering Verint?
Our team will work with you to determine if Verint is the right fit for your organization. From research and assessment through procurement negotiation and ongoing vendor management — we handle the entire process at no cost to you.