The AI Reality Check
What's your AI reality gap?
Conduct your own AI reality check — in under two minutes — and benchmark your contact center against the 602 organizations in Verint's State of Contact Center AI 2026.
Is your customer data unified across channels and systems?
How many technology providers does your contact center currently use?
How do you measure whether your AI investment is paying off?
Is your workforce planning reactive or proactive?
How do you handle quality management today?
Internally, is your contact center seen as a cost center or a value center?
Your biggest gap
Reactive workforce planning
You’re in reactive mode when the report shows agents’ top 2026 priorities — efficiency and scheduling flexibility — get dramatically easier once AI-driven forecasting handles volume planning.
Your Biggest gap
Data readiness
Your answers put you with the 59% of leaders who want to become a value center but point to data as the blocker — the highest-leverage fix in the report, because every other AI investment underperforms when the data feeding it is fragmented.
Your biggest gap
A fragmented AI stack
Running multiple providers is the report’s ‘hidden tax on ROI’ — every added vendor is another integration to maintain and another handoff that can break, leaving AI without full visibility of the customer journey.
Your biggest gap
Manual quality management
You’re scoring a fraction of interactions by hand when 94% of leaders now see value in AI-powered supervisor support — the report’s clearest next frontier: automated scoring at scale and trend-level insight.
Your Result
You’re ahead of the curve
Your answers put you on the value-center side of every dimension in the report — the position most leaders are still working toward. The full Master Class series will keep you there, going deep on all four areas across October.
Verint Master Class 2026
Is Your AI Actually Working? Closing the Gap Between AI Investment and Impact
Real-Time WFM
CX Intelligence
Full-Interaction AI
Quality Intelligence
Start here
Verint Master Class: How to Move from Reactive to Proactive, Real-time WFM
Wednesday, October 7 · Trudy Cannon and Florian Garnier
With over 50 years of combined WFM experience, Trudy Cannon and Florian Garnier reveal the three forgotten WFM steps that keep programs stuck in firefighting mode. You'll learn how modern, real-time WFM lets you adapt at the speed of life — moving from reactive to proactive, and from insights to action.
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Verint Master Class: How to Turn Customer Conversations into Impactful ROI with CX Intelligence
Wednesday, October 14 · Daniel Ziv and Roni Ravuna
Daniel Ziv and Roni Ravuna break down what's really changed in customer intelligence and play a round of ‘Hype or Reality’ on the market's buzziest AI-analytics claims. A live product demo shows how leading brands turn years of untapped conversation data into measurable business outcomes — and what to look for before investing in a CX analytics solution.
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Verint Master Class: How to Use AI Across the Entire Customer Interaction
Wednesday, October 21 · Heather Richards and Jacob Murray-White
Heather Richards and Jacob Murray-White show how to automate the full customer interaction — from self-service AI agents to AI that helps your live agents deliver their best. You'll also get a first look at the new Verint Agent Factory, where you can create, test, deploy, and maintain AI agents under one umbrella.
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Verint Master Class: How AI Transforms Quality Scoring into Quality Excellence
Wednesday, October 28 · Mallory Partain and Dave Hoekstra
Mallory Partain and Dave Hoekstra show how automated QM scores interactions at scale and turns AI insights into action — moving beyond correcting one agent on one interaction. With real-life examples, they'll cover how to improve agent, team, and department performance, reduce errors and rework, and address compliance risks before they spread.
Save your seatThe report found the real divide isn’t budget — it’s whether AI has the unified data it needs to deliver. Across four Wednesdays in October, Verint’s most senior experts go deep on the four domains where that gap is won or lost: real-time workforce management, CX intelligence, end-to-end interaction automation, and quality intelligence. Every session cuts through the hype, shows the working with live product, and sends you back with a concrete plan to operationalize AI — not just deploy it. Click Save my seat to register for the series on the next page.
Save your seatThe State of Contact Center AI
AI investment is no longer a question of if. Read new research from 602 organizations on where budgets are going and what it’s actually delivering.
The State of Contact Center AI
AI investment is no longer a question of if. Read new research from 602 organizations on where budgets are going and what it’s actually delivering.
The State of Contact Center AI
AI investment is no longer a question of if. Read new research from 602 organizations on where budgets are going and what it’s actually delivering.
The State of Contact Center AI
AI investment is no longer a question of if. Read new research from 602 organizations on where budgets are going and what it’s actually delivering.
The State of Contact Center AI
AI investment is no longer a question of if. Read new research from 602 organizations on where budgets are going and what it’s actually delivering.