Verint CX Automation

Score8.1 out of 10

52 Reviews and Ratings

What is Verint CX Automation?

Verint CX Automation Platform is a customer experience automation solution that uses workflow orchestration and AI-assisted routing to handle customer interactions across multiple channels. The solution embeds agentic AI directly into CX workflows.

Organizations can start with a single bot in production, validate the results, and expand at their own pace. According to Verint, outcomes are achievable in as little as 30 days. There's no migration project and no rip-and-replace; Verint deploys agentic automation on top of existing infrastructure already in use.

Verint currently offers over 50 AI-powered bots, each designed to increase CX Automation and deliver ROI by solving a specific business problem. The solution includes:

Bots for agent capacity:

· Coaching Bot

· Intelligent Virtual Assistant

· Interaction Wrap Up Bot

· Knowledge Automation Bot

Bots for improving CX:

· Coaching Bot

· CX/EX Scoring Bot

· Quality Bot

Bots for workflows and insights:

· Data Insights Bot

· Exact Transcription Bot

· Genie Bot
· Timeflex Bot

Verint CX Automation and its bots are powered by data. The Verint Engagement Data Hub unifies siloed engagement data from across the organization, so that it can be used to better understand the behavior of customers, employees, and bots. Engagement data can range from average handle time metrics, to a customer’s feedback on the interaction, as well as the sentiment of customers and employees. With Verint Engagement Data Hub, contact centers, branches, web and mobile sites, and the overall enterprise can transform into a data-driven organization to increase customer lifetime value.

Designed to fit seamlessly into an organization’s current enterprise ecosystem, the platform is truly “open.” It allows businesses to increase CX automation in their contact center at their own pace with the right mix of applications to fit their needs.

The solution integrates with any major ACD and hundreds of external business applications. Flexible, open and modular, Verint Open Platform is structured to allow users to increase CX Automation at any chosen pace, and with minimal operational disruption.

The open ecosystem is friendly to non-contact center user cases, as well. Each bot available through Verint CX Automation is designed to automate a single human function to augment agents, managers, and other roles across the organization, both within and beyond the contact center.