What it is
Verint is a customer-engagement platform that sits on top of existing telephony rather than providing the routing itself.
What you'd use it for
You would use Verint to add quality management, workforce optimisation, interaction analytics, and AI automation across one or several connected telephony systems at once.
Examples of use
A company has telephony it does not want to replace. Verint adds QA and analytics on top of it rather than providing the routing itself.
A workforce manager needs to plan staffing. Verint forecasts demand and schedules the workforce.
Interactions come in across several channels. Verint runs analytics over all of them.
A company wants to start small with AI. It deploys a single Verint bot for one use case, then adds more over time.
An organisation runs several different telephony systems. Verint applies one QA standard across all of them at once.
A company wants to modernise its contact centre without a rip-and-replace. Verint layers on quality management and AI over what is already there.
How it works
Verint's open platform is composable, and its bot architecture lets organisations deploy individual AI bots for specific use cases over time.
How it compares
Verint is the outlier in this group: it is not a CCaaS platform in the way NICE or Genesys are. It runs over whatever telephony you already have, and is evaluated by Gartner under workforce engagement rather than CCaaS.
What others say
Verint is evaluated by Gartner in the Workforce Engagement Management category rather than CCaaS, where it has long held a leadership position.