Genie
Supercharge analyst capacity to deliver the insights you need to drive business outcomes.
CX Intelligence Analytics and Quality Management
Omnichannel Customer Experience Intelligence
Automate the journey from conversations to actionable customer intelligence and measurable business outcomes. Uncover what matters, understand why it’s happening, and act faster with dramatically less effort.
GROWTH
$6.5M
A leading global services company identified ways to boost sales win rates and enhance customer retention – in just 2 days!
AI-powered business outcomes with Verint CX Intelligence
$5M
revenue increase through journey optimization.
$4M
saved through automated quality evaluation.
$2M
saved in agent capacity.
Go from customer conversations to outcomes fast
Organizations sit on enormous volumes of customer conversations, but struggle to turn them into meaningful actions. Valuable insights are often buried in thousands of interactions, making it difficult to understand what customers are experiencing, why it’s happening, and what needs to be done.
CX Intelligence brings a broad set of analytics and quality capabilities together into a single AI-powered conversation intelligence solution to automate every step from capturing omnichannel interactions handled by human and AI agents to uncovering root causes and recommending next actions.
Verint CX Intelligence accelerates understanding and action, and helps drive meaningful business outcomes through deep customer intelligence to:
- Improve customer experience and reduce churn
- Boost agent performance
- Increase revenue
- Improve operational efficiency
Verint Master Class on-demand
How to Turn Customer Conversations into Impactful ROI with CX Intelligence
Every contact center is sitting on years of customer conversations packed with revenue drivers, churn warnings, and operational fixes, but most teams still can’t turn that data into decisions fast enough to matter.
In this Verint Master Class, Daniel Ziv and Roni Ravuna break down what’s really changed in customer intelligence, play a round of “Assumptions or Reality” on the market’s AI analytics claims, and share a product demo to reveal how leading brands are converting untapped conversation data into measurable business outcomes.
Get an expert’s view of where the CX market is heading and what to look for before investing in a CX analytics solution.
Verint named a Leader in the 2026 IDC MarketScape for Conversational Intelligence & Analytics Software
See why Verint was recognized as a Leader and discover how AI-powered conversational intelligence helps organizations uncover deeper insights, automate analysis, and improve customer experiences.
All-in-one analytics and quality capabilities across the entire customer lifecycle
Reduce effort using AI
Automate the whole journey from transcription to analytics to insight generation and creating board-ready presentations
Accelerate time to insights
Move from conversation data to actionable insight in minutes instead of weeks by eliminating manual tuning, category creation, and call studies.
Combine quality and analytics
Improve agent performance and CX simultaneously with a single conversation intelligence solution.
Uncover what matters automatically
Know what’s happening before you know what questions to ask by automatically surfacing call drivers, emerging trends, operational issues, and performance opportunities.
Verint recognized as an exemplary provider in four 2026 ISG Buyers Guides™ for Contact Centers
Get an independent read on the solutions you are shortlisting and see how Verint helps brands increase CX automation and deliver AI business outcomes, now.
Automate the journey from conversation to action
Capture and understand conversations
Discover what matters
Trending Topics automatically identifies primary call drivers, emerging issues, and causes of contact volume changes – without the need for pre-built categories or extensive setup. You can see what your customers are talking about, even if you don’t know what to look for.
Categorize at scale
AI Tags replace traditional keyword engineering with prompt-driven categorization. Instead of building complicated Boolean rules, you simply describe what you want to find. Flag compliance risks, churn signals, and trends by combining AI Tags with your own keyword categories.
Investigate and understand why
Powered by GenAI, Verint Genie lets you ask natural-language questions of your interaction data to understand:
- Why something is happening
- What’s driving a trend
- Where a conversation turned, with moment-level sentiment that separates customer frustration from agent tone
- What actions should be taken
Every insight is automatically quantified and validated by real customer quotes, ensuring full decision transparency and explainability, so you can act on it immediately. Genie also automatically creates board-ready, ROI-focused executive presentations.
Improve performance and operations
Automated quality and conversation analytics work together to score up to 100% of interactions against your configurable criteria, send AI-generated interaction summaries straight to your CRM, and give you one view of human and AI agent performance. Together, they drive:
- Agent performance improvement and coaching effectiveness
- Organizational improvement and service optimization
- Customer experience enhancements and churn reduction
- Employee retention
On-demand webinar: You’ve Struck Data Oil – Tap into the Era of AI-Driven CX
Do you know the most valuable asset your enterprise already owns? It’s the decades of customer conversations that sit untapped in your contact center: unrefined, but full of business-critical intelligence. You’ve struck data oil. Now it’s time to drill down to insights!
Watch this webinar to discover how Verint CX Intelligence turns vast amounts of interaction data into a continuous stream of actionable customer insights across voice and digital channels. Hear from Daniel Ziv, Verint’s Global VP, AI and CX Analytics, and guest speaker Beth Schultz, Vice President of Research & Principal Analyst at Metrigy, on how to extract, refine, and deploy your existing customer engagement data to turn it into a compounding AI advantage.
“It’s a game changer! When we had Genie, our VP asked us “Can you get me information on three topics?” and it took me three hours. So it’s a huge impact operationally.”
Related solutions
QM Intelligence
Ensure high-quality and compliant contact center customer service and back-office operations by scoring every customer interaction, across all channels. QM Intelligence uses the power of AI to expand supervisor capacity, boost agent performance, improve service quality, and reduce costs.
Exact Transcription
Unlock powerful customer insights with Verint’s market leading speech-to-text transcription software. Boost CX, improve agent performance, and gain actionable data.
Speech Analytics
Get more value out of every voice interaction with the market-leading speech analytics software.
Data Insights
Use AI to automate quick access to insights across all your behavioral data. Easily track the value of your AI investments.
Voice of the Customer
Integrate CX data from all sources, in all formats, providing deep analytics and driving automated actions.
Related resources
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Frequently asked questions
Verint CX Intelligence is an AI-powered customer intelligence solution that goes beyond standard reporting by analyzing complex, unstructured customer conversations across voice and digital channels. Unlike traditional analytics and customer insights software that surface what happened, CXI combines speech and text analytics, automated categorization, sentiment analysis, and generative AI through Genie to tell you why it happened and what to do next.
Your customer insights are only as good as the data behind them. If transcription is inaccurate, the analysis built on top of it, including sentiment scores, coaching recommendations, compliance flags, customer trends, is unreliable. Verint Exact Transcription delivers industry-leading accuracy so every word of every customer conversation is captured correctly, giving you a foundation you can trust for meaningful, actionable analysis.
CX Intelligence brings together the best capabilities of Verint and Calabrio into a single, unified intelligence layer. It includes Calabrio Conversation Intelligence for omnichannel interaction analysis, Verint Genie for GenAI-powered natural-language insights, and Verint Exact Transcription for industry-leading transcription accuracy. Together, these components cover the full journey from raw customer conversation to validated, executive-ready insight.
Natural-language querying means you can ask Verint Genie questions the same way you’d ask a colleague — in plain English, without needing to write code, build reports, or rely on a data analyst. Instead of waiting days for answers, anyone on your team can type a question like “What are customers complaining about most this month?” and get a validated, quantified insight in minutes. It removes the technical barrier between your customer data and the people who need to act on it.
With Verint Genie embedded in CXI, your team can ask natural-language questions and go from questions to validated business insights in minutes — no data science background required. Every insight is automatically quantified and backed by real customer quotes, so there’s no waiting on analysts or lengthy reporting cycles.
Yes. Verint CX Intelligence analyzes omnichannel environments, including voice, chat, email, and messaging, whether they are handled by human or AI agents. This unified view ensures no conversation goes unanalyzed, and no insight falls through the cracks.
Calabrio Conversation Intelligence is an AI-powered analytics solution from Calabrio, now part of Verint. It captures and analyzes voice, chat, email, and bot interactions, applying topic detection, sentiment analysis, and automated quality scoring to reveal agent performance, compliance risks, and emerging customer issues. Verint CX Intelligence delivers these capabilities alongside GenAI insights from Verint Genie
Yes. Calabrio is now part of Verint, combining Calabrio’s workforce engagement and analytics expertise with Verint’s AI-powered CX platform. Calabrio ONE is available on the Verint platform, and teams can extend their conversation analytics with Verint CX Intelligence capabilities such as AI Tags, Trending Topics, and Genie. Learn more about Calabrio ONE.
Yes. Verint CX Intelligence is AI conversation intelligence software built for the contact center. It transcribes voice, chat, email, and AI agent interactions, then applies topic discovery, sentiment analysis, AI categories with AI tagging, AI coaching opportunities, and automated quality scoring to up to 100% of conversations, so supervisors, QA teams, and CX leaders can act on what customers actually say.
Speech analytics transcribes and searches voice calls, usually against keyword categories teams build and tune by hand. Conversation intelligence goes further: it analyzes voice and digital channels together, discovers topics automatically, scores sentiment and quality, and uses generative AI to explain why trends happen. CX Intelligence combines both in one solution.
Yes. CX Intelligence evaluates conversations handled by human agents and AI agents, such as bots and virtual agents, in one view. Teams can compare performance side by side with standardized scoring, see where automated interactions fail or hand off, and connect agent behavior to CSAT, cost, and ROI as automation grows.
Yes. Automated quality management in CX Intelligence can evaluate up to 100% of interactions, using a pre-built library of evaluation questions or criteria you configure to match your standards and compliance policies. This removes sampling bias and evaluator inconsistency, and frees QA analysts to spend their time coaching instead of listening.