Verint has promised to expand to 1,000 employees in India by the end of 2026.
The move comes as the stalwart customer experience tech vendor expands its Global Innovation Center (GIC) in Bangalore.
Verint has attributed the move to its “significant” momentum in CX automation. That stems largely from its specialized bot strategy.
The strategy proved ahead of its time, with the rest of the industry now touting AI Agents.
Yet, long before the likes of Microsoft and Salesforce released their new-look Copilot Studio and Agentforce, respectively, Verint had launched 40+ of these bots.
Each aims to automate one specific task, collaborate, and – together – mechanize much more of the contact center.
Verint hinted toward expanding this strategy by quietly making four acquisitions of AI providers in 2024. Now, it’s looking to put that technology to work.
This set the scene for Verint to ramp up its Indian operations, as it’s now targeting “top-tier talent” in AI, data science, and research.
Celebrating the announcement, Rob Scudiere, Chief Technology Officer at Verint, said: “As the CX Automation space continues to evolve, Verint is well positioned to accelerate [the] development of best-in-class solutions that deliver stronger, faster AI business outcomes at scale.
Our goal with Verint’s Bangalore GIC is to attract top-tier talent, fostering a diverse team of innovators who will continue to shape the future of customer engagement.
Alongside its specialized bot strategy, Verint offers an Open CCaaS platform.
With this, the vendor challenges more conventional contact center platforms that prioritize core telephony and routing, retrofitting the workflows.
Instead, Verint starts by considering the customer’s desired workflows and then provides an open architecture to help compose them.
In doing so, Verint creates an environment where its bots can shine.
Nevertheless, part of the vendor’s appeal is in its ability to overlay its bots over on-premise solutions. As such, it brings innovation to everyone.
That’s crucial as Verint has a deep install base that includes 80 of the Fortune 100. These large, global enterprises aren’t often the most agile.
However, Verint can cement these relationships by bolstering their on-premise or hybrid environments with CX automation.
Over time, such efforts may become more fruitful when these businesses eventually shift to the cloud and Verint’s library of bots expands further.
The Latest Bots Coming Out of Verint
As noted, Verint offers many specialized bots. Some follow fairly simple concepts. For instance, there are bots for post-call wrap-ups, knowledge creation, and real-time coaching.
Yet, some also bring real innovation into the contact center space. Take the new Verint Work Allocation Bot. It supports back-office operations by prioritizing work based on “customizable parameters” and “decision layers”.
It then assigns tasks to employees with “the right” skills and availability while continually reprioritizing work to meet service goals.
In doing so, the bot improves turnaround times, ensures work quality, and boosts manager effectiveness, as they no longer need to manually distribute work.
The Work Allocation Bot is part of the Verint Operations Manager, a workforce management (WFM) solution designed for complex back-office processing teams.
Another excellent example of a WFM bot is TimeFlex, which empowers agents to alter their schedules freely but places parameters to ensure that all changes – ultimately – aid service levels.
These are excellent examples of how Verint’s bots not only bring automation to WFM but innovation, too. That’s significant in a space where generative AI (GenAI) has had little impact.
Yet, there are several other examples – across the contact center space – of Verint showcasing thought leadership via its differentiative CX automation strategy.
The Verint Data Insights, Knowledge Automation, and CX/EX Scoring bots are excellent examples to look out for.
Last year, CX Today caught up with Dan Bodner, CEO of Verint, to uncover more about the company’s vision and the future of CX automation. Here’s what he had to say.
