Verint recently announced it would be extending its partnership with the Google Cloud platform. The updated relationship between the two companies aims to assist organizations in taking advantage of the benefits Google Cloud’s Contact Center AI solution can bring to the Verint Customer Engagement platform.
Thanks to Verint’s open architecture approach, aligning the company’s CX solutions with enhanced tools like the Google CCAI platform is relatively straightforward, giving businesses new ways to optimize and enhance customer service.
To learn more about the expanding partnership, we spoke to Verint SVP Jonathan Bourne.
Expanding CX Opportunities with the Google CCAI Platform
Bourne told us Verint has been pursuing a path of constant innovation and growth for years now. The brand started out as a contact center vendor, providing recording solutions to businesses in the CX space. Over the years, the team began to add new crucial functionality to their toolkit, from quality management, to workforce management and optimization.
Verint believes the future of customer experience relies on a company’s ability to leverage multiple tools in one environment. Quality monitoring, screen capture, speech analytics, and other essential services shouldn’t be “add-ons”, to the contact center stack, but part of the whole ecosystem. To create this all-in-one environment, Verint developed its position as a completely “open vendor”, allowing customers to combine everything they need for CX in one ecosystem.
“Our vision is to be able to partner with every single CCaaS vendor, or communications infrastructure vendor, whether they’re delivering collaboration tools, UCaaS, or anything else. We believe doing this makes us more than just a contact center company.”
What’s Next for Verint?
Looking forward, Verint wants to continue building on an ecosystem of flexibility and openness for its customers. It aims to provide organizations with everything they need to serve customers, empower employees, and maintain collaboration in one space.
At the same time, the company is continuing to innovate. Bourne told us Verint already has an AI framework at the core of their platform called “DaVinci”. This solution, like many of the capabilities within the Verint toolkit, is intended to work as an embedded part of the overall platform, actively solving problems behind the scenes for customers.
“People don’t just buy innovative tech; they buy solutions to problems. That’s why we implement things like AI into our tools to address the common challenges our customers face. For instance, we’re using AI to deliver call summaries to speed up call wraps, and we embed AI into our speech and text analytics tools, to assist with uncovering data, forecasting, and business decision making.”
While other companies might be focusing on highlighting their investment in AI and tools like ChatGPT to capture customer attention, Verint is focused on selling a whole solution toolkit, enhanced by the latest technology. Their partnership with Google, their approach to open platform development, and the company’s commitment to seamlessly integrating innovations into their toolkit ensures customers can access the all-in-one experience they need for exceptional CX.
