Omnichannel Customer Experience Insights

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 Bot 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 Bot 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 Bot for GenAI-powered natural-language insights, and Verint Exact Transcription Bot 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 Bot 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 Bot 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 is built for omnichannel environments, giving you complete visibility across voice and digital channels, whether the interaction involves a human agent, an AI agent, or both. This unified view ensures no conversation goes unanalyzed, and no insight falls through the cracks.