Verint has announced that it has secured an eight-figure deal with a Fortune 25 brand.
The CX automation specialists will be expected to enhance the client’s AI business results across its 60,000 contact center agents.
With a remit to boost customer and agent experiences while lowering operating costs, Verint will deploy its Knowledge Creation and Knowledge Suggestion Bots.
The bots will be accessible via Verint’s Knowledge Management application, which runs on the tech firm’s Open Platform: a CCaaS innovation designed to enhance contact centers’ connectivity with the broader business, enable greater integrations, and empower service teams with a new partner ecosystem.
In discussing the deal, Verint’s Vice president of Go-To-Market Strategy, Heather Richards, emphasized the ability of the bots to deliver definitive results:
The Verint Knowledge Creation and Knowledge Suggestion Bots drive tangible AI business outcomes from small to very large contact centers.
“We are pleased to have been awarded this large contract from a Fortune 25 company, demonstrating our strong differentiation and ability to transform AI technology into tangible AI business outcomes, now.”
So, let’s take a closer look at the two specialized bots and what capabilities they will be delivering as part of the deal.
Getting to the Bottom of Verint’s Bots
Having initially been announced in November of last year, Verint’s bots have played a significant role in the company’s CX offerings throughout 2024.
Each bot is designed to automate specific tasks and integrate smoothly into contact center workflows, as demonstrated by the two below:
Knowledge Creation Bot
The first bot uses AI to create new, high-quality knowledge articles, enabling agents to provide more accurate and actionable responses to customers.
Verint believes that these capabilities will allow users to reduce average handling times and enhance the overall customer experience.
Knowledge Suggestion Bot
The second bot included within the contract provides agents with contextual knowledge at the right moment during interactions, eliminating the need for agent-initiated searches.
This improves first call resolution, reduces average handling time, and shortens agent onboarding, according to Verint.
Revenue-Driving Bots
Interestingly, Verint’s latest deal follows the announcement earlier this week that the company is planning to raise its guidance due to the growing adoption of its bots.
Revealed during the company’s Q1 2025 earnings call, CEO Dan Bodner reported that Verint exceeded its revenue and non-GAAP diluted EPS expectations, with Q1 revenue at $221 million, $7 million above guidance, and an 11% year-on-year increase in non-GAAP diluted EPS.
Bodner credited this success to the Verint Open CCaaS Platform and the strong business outcomes from bot adoption.
Like Richards before him, Bodner also highlighted Verint’s ability to deliver tangible results when discussing the company’s Q1 successes:
For brands, the economic benefits from AI business outcomes results from the lowering of the cost of their workforce and increasing customer loyalty.
“At the same time, for Verint, the economic benefits come from increasing our addressable markets as brands increase their adoption of Verint’s AI-powered bots.”
Verint on an Eight-Figure Roll
While the most recent deal is a considerable win for the company, it is not their first eight-figure contract of 2024.
The vendor also secured a $14 million agreement to enhance CX automation for one of the “world’s largest retailers” at the beginning of May.
The contract involves improving multiple business units within the retailer’s contact center through the deployment of the following bots:
- Transcription Bot
- Quality Bot
- Data Insight Bot
- Data Redaction Bot
Speaking at the time, Bodner detailed how he believed Verint was able to score the deal:
Customers today are looking to increase CX automation in the contact center and across the enterprise, to elevate the customer experience, and to reduce labor costs. They require a platform that is completely open, centered on behavioral data, and offers AI-powered bots.
“This win is another proof point of our CX automation leadership, and we continue to innovate at a very fast pace.”
