Verint Earns Microsoft Co-Sell Ready Status

Its CCaaS platform will soon been added to the Microsoft Azure Marketplace

Contact CentreVerintLatest News

Published: September 1, 2023

James Stephen

Verint has achieved co-sell-ready status with Microsoft, and its CCaaS platform will be added to the Microsoft Azure Marketplace by “early fall”.

Co-sell ready status enables the Verint Open Contact Center as a Service Platform to be incorporated into the Azure marketplace so that both Verint and Microsoft work side by side in selling the customer experience (CX) automation platform.

According to Verint, by providing CX automation capabilities, they will enable brands to pay less for an improved customer experience outcome.

Verint’s John Bourne, Senior Vice President of Global Channels and Alliances, commented on the news:

As a top-tier Microsoft partner, our expanded relationship presents a global opportunity to work together to bring CX automation to more enterprises.

“By leveraging data and AI to increase CX automation, our Open CCaaS Platform enables brands to elevate CX while lowering operating costs.”

The Azure Marketplace is an online market for cloud solutions, which Microsoft has certified for Azure.

It connects companies seeking to buy or sell their cloud-based solutions with pre-developed and ready-to-use solutions available.

What Is the Verint Open CCaaS Platform?

Jamie Meritt, Chief Product Officer at Verint, explained the Open CCaaS concept in a video interview with CX Today, as shared below.

As the video suggests, Verint believes that while CCaaS solutions try to provide a single application to effectively manage contact center conversations, they often fail to due to their closed and inflexible natures.

Furthermore, some CCaaS platforms may restrict organizations from scaling their operations, hampering AI and automation deployments.

Whereas, Verint explains, an open CCaaS platform can take advantage of third-party CRM and HCM as data sources to customize and scale user experiences.

APIs and other connectors can also provide practically limitless innovation opportunities.

Keith Dawson, Vice President & Research Director for Customer Experience at Ventana Research, supports Verint’s notion: “Instead of starting with telephony and interaction routing, many organizations have adopted a more flexible, “bring your own telephony” approach more aligned with advanced cloud communication offerings.

When the core routing system is de-emphasized, an organization is freer to weigh the merits of different business application platforms as the first priority.

Verint announced its Open CCaaS platform at its Engage 2023 event, attempting to rethink how vendors build contact center platforms.

Liz Miller, VP & Principal Analyst at Constellation Research, observed that Verint’s solution starts with workflows and moves into operational systems while most providers are working in reverse, describing the approach as a “noble pursuit”.

Over 10,000 organizations in 175 countries, including more than 85 Fortune 100 companies, are using Verint’s CCaaS platform to leverage its data, AI, and CX automation features.

Last month, co-sponsored research by Verint and Five9 revealed inefficiencies and opportunities within modern contact centers.

For example, managing a growing number of customer interactions was one of the top three business challenges for just under half of the 250 contact center leaders surveyed.



Artificial IntelligenceCCaaS

Brands mentioned in this article.


Share This Post