Gain valuable customer insights with AI-powered CX management tools
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Turn Every Interaction into Better Customer Experience with CX Management Tools
Elevate CX with Customer Experience Management Software
Capture every signal, analyze every interaction, and act on insights that improve CSAT, reduce churn, and deliver consistent customer experiences across channels.
What trends are shaping the future of customer experience?
51%
The experience gap is widening.
51% of customers say businesses fall short when they need assistance – up from 46% last year.
61%
AI alone isn't enough. Customers still want human agents.
61% of customers now prefer speaking to a human agent, driven by frustration with AI that doesn’t resolve issues end‑to‑end.
70/30
Increasing preference for digital channels.
70/30 split between customers preferring digital or phone, creating new clarity for CX planning and AI deployment.
Improve CX and reduce churn with customer experience management tools
Contact centers and digital channels generate a vast amount of customer data every day. Every customer interaction creates data about what they need, how they feel, and whether their experience met expectations.
Customer experience management software captures and analyzes these signals across channels, including voice calls, digital chats, emails, and bot conversations. Rather than relying on manual review or disconnected listening programs, CX management software uses AI to continuously score sentiment, identify intent, detect emerging topics, and flags compliance risks across up to 100% of interactions.
Organizations that manage CX this way consistently improve CSAT, reduce customer effort, increase first-contact resolution, and prevent churn before it happens.
Act on what your customers are telling you
Improve CSAT & NPS
Understand the emotional drivers behind every interaction with GenAI-powered sentiment analysis. Identify what’s frustrating customers, surface agent behaviors that delight them, and track sentiment trends over time to continuously improve satisfaction scores.
Increase first-contact resolution
Identify the root causes of repeat contacts and escalations using topic detection and conversation analytics. Empower agents with AI-generated summaries and real-time guidance that help them resolve issues faster.
Reduce customer churn
Spot at-risk customers early. Verint’s AI models flag conversations with high churn signals, such as negative sentiment, unresolved issues, or escalation patterns, so you can intervene before the customer is lost.
Detect compliance risks
Automatically score every interaction for compliance adherence, flagging policy violations, script deviations, and high-risk conversations. Reduce regulatory exposure across up to 100% of interactions, not just a sampled subset.
Verint IVA: AI that delivers real resolutions
Verint Intelligent Virtual Assistant (IVA) combines GenAI, agentic AI, and natural language understanding to resolve customer interactions end-to-end across voice and digital channels. It listens, understands, and acts – completing tasks rather than handing them off to agents. The result is higher containment, lower cost per interaction, and faster outcomes for customers and contact centers alike.
- Higher containment, lower costs: Resolve more customer interactions without agent intervention, reducing cost per contact while improving CSAT.
- End-to-end task completion: Process transactions, complete workflows, and execute multi-step service requests autonomously, not just answer questions.
- Voice and digital on one platform: Deploy across every channel from a single environment, with consistent customer experience whether the conversation starts in chat, voice, or messaging.
- Built for accuracy and trust: GenAI grounded in natural language understanding delivers reliable, secure, auditable outcomes at scale.
Why a unified customer experience management program matters
Today’s customers interact across many channels and leave signals everywhere about how they feel and what they want. You may be listening to customer feedback on different channels and touchpoints, but with disconnected customer experience tools, you can only get siloed data, frustrated customers, increased costs, and limited insight.
Verint helps organizations manage and analyze billions of customer interactions and signals, helping leading brands address the root causes of poor CX and act faster.
Verint’s AI-powered customer experience management tools can dramatically improve CX by working together seamlessly across three core stages:
- Capturing CX data
- Analyzing and scoring it with AI
- Surfacing valuable insights and automating actions
The State of Customer Experience 2026
Based on a survey of 5,000 U.S. consumers, Verint’s State of Customer Experience 2026 report reveals where businesses are falling short and what it takes to stay on the right side of customer satisfaction in the age of AI.
Download the report to understand what customers expect in 2026, how to deploy AI and CX management tools, and how to protect the human connection where it counts.
Capture every signal, surface every insight, shape every journey
Your customers are telling you exactly what’s working and what isn’t, even when they never say a word. Their voice shows up in surveys, conversations, digital behavior, and transactional patterns, and when those signals come together, the full picture of customer experience finally comes into focus.
Voice of the Customer makes it easy to listen at scale and act at speed. Verint’s AI-powered platform works continuously in the background to surface trends, risks and opportunities the moment they emerge, then turns them into the next best action: guiding strategy, shaping journeys, and driving continuous CX improvement.
Elevate customer and employee experience in real time
Leverage unique AI models to measure conversation dynamics and provide the data needed to improve customer and employee experience (EX).
CX/EX Scoring Bot measures conversation dynamics in every phone call to provide unparalleled insight into the drivers of customer experience – including customer effort, agent effectiveness, and the emotional connection between customers and their agent.
With a CX and EX score for every call, your customer experience teams can predict customer retention and drive loyalty more accurately and reliably.
Unlock the power of AI-driven omnichannel analytics
Uncover key topics, sentiment, and call drivers while eliminating QA blind spots with accurate, configurable Auto QM across digital and voice interactions.
Fast insights help organizations improve agent performance, reduce manual effort, optimize self service, and enhance customer experiences. The result is faster decisions, lower costs, and more meaningful, human-centered interactions across every channel.
Capture every signal, surface every insight, shape every journey
Your customers are telling you exactly what’s working and what isn’t, even when they never say a word. Their voice shows up in surveys, conversations, digital behavior, and transactional patterns, and when those signals come together, the full picture of customer experience finally comes into focus.
Voice of the Customer makes it easy to listen at scale and act at speed. Verint’s AI-powered platform works continuously in the background to surface trends, risks and opportunities the moment they emerge, then turns them into the next best action: guiding strategy, shaping journeys, and driving continuous CX improvement.
Elevate customer and employee experience in real time
Leverage unique AI models to measure conversation dynamics and provide the data needed to improve customer and employee experience (EX).
CX/EX Scoring Bot measures conversation dynamics in every phone call to provide unparalleled insight into the drivers of customer experience – including customer effort, agent effectiveness, and the emotional connection between customers and their agent.
With a CX and EX score for every call, your customer experience teams can predict customer retention and drive loyalty more accurately and reliably.
Unlock the power of AI-driven omnichannel analytics
Uncover key topics, sentiment, and call drivers while eliminating QA blind spots with accurate, configurable Auto QM across digital and voice interactions.
Fast insights help organizations improve agent performance, reduce manual effort, optimize self service, and enhance customer experiences. The result is faster decisions, lower costs, and more meaningful, human-centered interactions across every channel.
Related solutions
Verint CX Analytics
Analyze every customer experience interaction – across every channel – to quickly surface meaningful insights to lower costs and improve customer experiences.
Verint Quality Automation
Ensure high-quality and compliant contact center customer service and back-office operations by scoring every customer interaction, across all channels. Verint Quality Bot uses the power of AI to expand supervisor capacity, boost agent performance, improve service quality, and reduce costs.
Verint Workforce Engagement
Forecast with confidence. Plan with precision. Enable self-serve scheduling. Automate intraday balancing. All from a single AI-powered workforce engagement platform.
Verint Genie Bot
Supercharge analyst capacity to deliver the insights you need to drive business outcomes.
Verint Intelligent Virtual Assistant
Automate customer interactions, improve customer experiences, and increase contact center capacity with AI-powered virtual assistants.
Verint Channel Automation
An omnichannel agent desktop to increase agent capacity with AI-powered workflows.
Related resources
Frequently asked questions
Customer experience management (CXM) software captures, aggregates, and analyzes customer interactions and signals across every channel, including voice, digital, chat, and bot. Experience management software uses AI to identify customer intent, sentiment, trending topics, and compliance risks, then delivers structured insights and automated actions to supervisors, agents, and CX leaders to continuously improve the customer experience.
By analyzing not just a sample of calls, but up to 100% of customer interactions, CX management software surfaces the specific behaviors, issues, and moments that drive satisfaction or frustration. This enables targeted coaching, faster issue resolution, closed-loop feedback workflows, and proactive interventions that directly improve CSAT and NPS scores.
Voice of Customer (VoC) traditionally refers to structured feedback like surveys and reviews. CX management software goes further by capturing unstructured interaction data from calls, chats, and digital channels and analyzing it with AI to reveal the full picture of customer intent, sentiment, and behavior. However, advanced VoC tools, such as Verint’s AI-powered Voice of the Customer, can unify structured and unstructured data on a single platform, giving organizations the full picture of customer experience signals.
Verint Open Platform is built to integrate with leading CRM systems, CCaaS platforms, and data environments. Interaction data, quality scores, and customer sentiment signals can be surfaced alongside CRM records, enabling agents and CX leaders to act on a complete, unified view of the customer.
Yes. Verint’s CX management solutions are designed to work across modern CCaaS environments and legacy infrastructure alike. Whether you’re on a cloud, hybrid, or on-premises contact center platform, Verint can capture interactions, apply AI analytics, and deliver insights without requiring a full rip-and-replace process.
Yes. Verint’s CX management tools are built for hybrid workforces, capturing and analyzing interactions from human and AI agents in a unified view. You can compare performance, track KPIs, and surface CX insights across your entire agent workforce, regardless of whether the interaction was handled by a human or a bot.
Contact us about Customer Experience Management today!
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