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Verint

Available through IT Raven

  • Contact Center and CX

Verint is a CX automation platform offering a suite of AI bots that automate contact-center work like scheduling, quality, coaching and analytics. Rather than one monolithic product, it packages specialized bots that each take on a specific job and augment the human workforce. TimeFlex automates workforce management with unlimited agent schedule flexibility and works on top of Verint or another WFM system. Quality Bot automates a quality program across all interactions rather than a sampled few. Genie Bot accelerates speech-analytics insight. Coaching and CX/EX scoring bots automate real-time coaching and scoring across calls, wrap-up bots write call summaries, knowledge-automation bots surface answers, and an interactive virtual assistant modernizes voice and digital self-service. The bots can be added onto existing systems, so a business can automate pieces of its operation without ripping and replacing. For a contact center that wants to automate specific, high-effort tasks with AI, Verint offers a modular set of tools.

Best for

  • Contact centers that want to automate specific tasks, scheduling, quality, coaching, wrap-up, without replacing everything.
  • Operations struggling with agent attrition that want more schedule flexibility for staff.
  • Quality teams that want to score and coach across all interactions rather than a small sample.
  • Analytics teams that want to speed up insight from speech and interaction data.

A very small team with low volume and simple needs may not need a modular suite of automation bots.

What they offer

CX and Conversational AI. A suite of CX-automation bots, including an interactive virtual assistant for voice and digital self-service, Genie Bot to accelerate speech-analytics insight, knowledge-automation bots that surface answers in real time, and wrap-up bots that automate call summaries, designed to overlay existing content and systems.

Workforce Engagement Management. TimeFlex for automated workforce management and unlimited agent schedule flexibility on top of any WFM system, Quality Bot to automate quality across all interactions, and coaching and CX/EX scoring bots for real-time coaching and scoring with supervisor visibility.

Contact Center. Bots that add onto a contact center's existing platform to automate high-effort tasks and augment agents, so a business can improve operations without a rip-and-replace.

Coverage

  • US (Nationwide)

Coverage is a starting point. We check every address before we quote it.

Proof

A telecommunications company used Verint's TimeFlex bot to give its agents unlimited schedule changes and improved its month-to-month attrition by 24 percent.

Good to know

  • Verint's bots are modular and often add onto existing systems. Decide which tasks you want to automate so you buy the bots that fit.
  • Value depends on connecting the bots to your interaction data and systems. Confirm the integrations and coverage for your environment.
  • Product names here are the company's own material.

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How buying works

The store is the easy part. Staying on the account is the job.

Anyone can show you logos. The reason to buy here is what happens on install night, and on the ticket you open nine months later.

  1. 01

    Build your quote list

    Add services and companies as you shop. No form stands between you and the shelf.

  2. 02

    We bring back real options

    A person shops the bench against your addresses, then walks you through what fits and what does not.

  3. 03

    We handle the order and install

    Paperwork, site survey, install dates, cutover night. You get one thread, not five vendors.

  4. 04

    We stay on your account

    Same team for moves, adds, tickets and the next renewal. That is the part everyone else drops.