Beyond the AI Hype: Measuring the ROI of Contact Centers
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At Verint, we’re proud to be at the forefront of contact center AI, helping organizations move beyond experimentation to deliver real, measurable outcomes. In our latest research, 4 Contact Center AI Trends for 2026, we surveyed 500 contact center leaders to understand where AI is delivering value and where it’s falling short.
We found that 62% of contact center leaders say successful AI implementation is critical to their role. The message is clear: AI isn’t just a nice-to-have—it’s mission critical.
But while the urgency is there, the path to value isn’t always clear. Many organizations are still navigating complex integrations, data challenges, and the pressure to prove ROI—fast. A recent MIT study found that 95% of AI pilots fail, and, in our own research, 27% of leaders said their job is at risk if they fail to deliver results. The stakes have never been higher.
That’s why Verint has built value measurement into the core of our platform. Because what you don’t measure, you don’t know—and what you don’t know, you can’t improve.
Track Your ROI with Verint Value Dashboards
We’re making it easier than ever to track the business impact of AI. Our new Value Dashboards provide real-time visibility into the performance of different Verint bots, showing:
- How much agent and supervisor capacity has been freed up
- The containment rate for automated interactions
- Improvements in CX metrics such as CSAT, NPS, and FCR
- Cost savings and efficiency gains tied to specific tasks.
Specific bots have their own dashboard, tracking the exact metric it was designed to improve, so you always know what’s working, and where to optimize.
Faster, Stronger—and Measurable—AI Outcomes
Verint doesn’t just deliver AI that works. We deliver AI that is stronger and faster, with proof to back it up. Our customers consistently report:
- Increased agent capacity, enabling more interactions without additional headcount
- Enhanced supervisor efficiency, with AI handling routine coaching and QA tasks
- Improved customer experience, driven by faster, more personalized service.
How Volaris Achieves an 85% Containment Rate with Verint IVA
For Volaris, one of Mexico’s leading low-cost airlines, Verint Intelligent Virtual Assistant has been a game-changer. With an 85% containment rate, the airline’s virtual assistant handles the vast majority of customer interactions without human intervention.
This level of automation has enabled Volaris to triple the number of interactions handled without increasing the size of its contact center team. The result is a significant boost in agent capacity, improved customer experience, and a measurable impact on revenue.
Why Contact Center AI Measurement Matters
Too often, AI initiatives stall because success is hard to define. But with Verint, you’re never in the dark. Our platform is designed to help you:
- Set clear KPIs from day one
- Monitor performance in real time
- Optimize continuously based on data.
Because in the end, AI should be accountable, not just impressive.
How Fiserv Increased Quality Coverage Without Adding Headcount
Verint Quality Bot automates the process of performing quality evaluations. With Quality Bot, Fiserv was able to go from evaluating 3% of calls, to 96%. It would have taken 1,200 employees to perform these evaluations manually.
Want to Join the 5% of AI Projects That Succeed?
Read the full report, 4 Contact Center AI Trends for 2026, to explore how leading organizations are moving beyond hype—and how Verint can help you deliver measurable outcomes from your AI investments.