Verint Open Platform

Leverage an open platform with data and AI at the core to drive CX automation.

Open CCaaS: A Next-Gen Platform

At Verint, openness is not a feature, it’s a strategy. This gives you the freedom to choose the right path for your contact center now and in the future so you can elevate customer experience and evolve into best-in-class operations.

With limited budget and resources, hiring more workers is not a sustainable solution, and rip and replace projects for new technology are expensive and time consuming. With Verint, you can realize quick AI outcomes without disrupting your existing technology. Our open platform helps you create a new workforce of humans and bots to deliver CX automation.

CCaaS Buyer's Guide: Achieving CX Automation
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Verint Open Platform Delivers CX Automation

CX automation is the ability to elevate the customer experience while simultaneously lowering costs. Brands today are challenged to deliver elevated CX while facing limited budgets and resources. Verint’s team of AI-powered bots on the Open Platform augment your human workforce by injecting AI directly into the workflows. This new workforce of humans and bots allows organizations to create additional capacity and significant cost savings.

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Open Engagement Data Hub – Your Data Working for You 24/7

Data is at the core of the Verint Platform. Every time a customer interacts with your brand, new behavioral data is created, including interaction data, experience data, and workforce performance data. This data is typically stuck in silos and inaccessible to your contact center. But this data is tremendously valuable to understand what is happening across your enterprise at a deeper level to drive outcomes for your business. With Verint Open Engagement Data Hub, you can:

  • Gain a deep 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.
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Verint Specialized Bots Powered by Open Da Vinci AI

Verint helps you achieve CX automation with a team of intelligent bots powered by Verint Da Vinci AI. We use our 20+ years of experience and billions of interactions to continually train our AI models to be faster and more accurate. What’s more, since our approach to AI is open, you can take advantage of the rapid advancements in both Verint models as well as commercial AI models.

Verint Da Vinci AI is at the core of Verint Platform.

By injecting AI into business workflows, we put AI at the fingertips of your agents and supervisors through specialized bots. Each bot specializes in one specific task, like summarizing an interaction or auto-scoring a quality form. When these bots augmenting your teams, organizations can save millions through CX automation.

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Open Best of Breed Applications – Don’t Settle for ‘Almost Good Enough’

Contact centers are evolving and need best-of-breed applications to optimize processes. It’s not enough to just tick a box in your feature list. Organizations need breadth and depth of capabilities to provide efficient, accurate, and compliant customer engagement, including:

  • Workforce Management
  • Quality
  • Knowledge
  • Interaction Analytics
  • Channel Automation

Open Best of Breed Applications means you can choose the solutions you need to solve business problems. We are confident Verint’s applications are best of breed and believe in freedom of choice, so you aren’t locked in.

Open Ecosystem – Innovation without Disruption

Verint Open Platform was built to seamlessly fit into your enterprise ecosystem and support your AI journey at your own pace. Large rip and replace projects are disruptive, and don’t deliver results quickly.

With Verint, you can quickly achieve innovation without disruption to your current business. You can continue to use your existing technology investments, including your telephony, while still taking advantage of Verint innovations.

You can start where you want, adding a single bot to address your most pressing need and expand over time. Bots are fast and easy to take advantage of and allow you to take incremental steps that align with your priorities. This open approach provides freedom of choice and flexibility to future-proof your investment.

Video – Why Open Matters (Verint CEO)

Recognized As Best-In-Class By Your Peers

Open Enterprise – CX Beyond the Contact Center

Modern customer engagement extends beyond the contact center to the back office, the branch or store, and the self-service experience. With Verint, contact center agents and supervisors have visibility into these other activities to optimize the customer experience.

By creating these connected customer journeys, you can:

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

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

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Artificial Intelligence (AI) Pacesetter

  • 10b

    10 billion customer interactions per year managed by Verint customers

  • 90k

    90,000 natural language understanding intents for Verint AI solutions

  • 500+

    500+ patents and patent applications across the Verint portfolio