Melville, NY


Customer Service: Call center automation (CCA)

Enterprise applications: Human Resources support (HR)


Scope: Full

System: Cloud-based (CLD), On-Premises (PRM), Hybrid (HYB)


  • Verint Self-Service Cloud uses AI, machine learning, enterprise chatbots, conversational systems, community, web self-service and knowledge management to create a better customer experience and automate interactions.
  • Verint Experience Cloud helps organizations listen, analyze and act on speech, text and customer insight across channels to improve omnichannel CX.
  • In April 2020, Verint Systems introduced five support programs that can be quickly deployed to address work-from-home COVID-19 challenges as part of their Workforce Engagement Cloud.
  • Next IT is part of Verint, providing Intelligent Virtual Assistants and enterprise chatbots for customer engagement and workforce support.

Delving Deeper

Verint’s Customer Engagement solutions leverage artificial intelligence, automation and the cloud to provide customer interaction and workflow capabilities as well as advanced analytics that customers use to convert structured and unstructured business data into actionable insights. Whether an organization’s customers are self-serving online or being assisted by the contact center, a back-office team or branch location, Verint attempts to surface the intelligence needed to serve customers in the an efficient and beneficial manner.

Verint Self-Service Cloud is designed to enable organizations to improve customer experiences and reduce costs by delivering automated help to their customers that’s faster and requires less effort.  These solutions are intended to make customer self-service as simple and effective as assisted service.  Leveraging the same intelligence that empowers employees, self-service bots can enable customers to succeed at helping themselves. Verint targets creating a modern, conversational experience that is consistent across voice and digital channels.

Verint Workforce Engagement Cloud enables organizations to empower their workforce to engage with customers effectively in the contact center and in back-office and branch operations. These solutions provide employees and managers with tools to simplify their jobs, easily access and share knowledge, reduce costs, increase revenue, and help deliver good customer experiences across all engagement channels.

Verint Experience Cloud enables organizations to improve customer experiences and reduce costs by effectively listening, analyzing, and acting on customer intelligence, and transforming it into enterprise intelligence to drive desired customer and business outcomes.  These solutions measure and improve experiences, satisfaction, and loyalty, and they provide feedback to drive improvements in operational processes.

The company indicates that over 10,000 organizations in more than 180 countries—including over 85% of the Fortune 100—use Verint solutions.