Verint Secures a Huge $49MN Healthcare Customer Win

The massive win includes open CCaaS, specialist bots, and more

Contact CentreWFOLatest News

Published: January 5, 2024

James Stephen

Verint has secured a $49MN contract with a leading U.S. healthcare company, which includes Open CCaaS, specialist bots, and more.

The contract has a five-year term and – while it includes these new elements – it will also expand on existing solutions already deployed by the customer.

Dan Bodner, CEO of Verint, commented on its new multi-million-dollar contract:

We are pleased to receive this strong endorsement of our differentiated open platform and CX automation strategy.

“This large contract, which includes the deployment of more than 12 AI-powered bots, is another proof point that our differentiated open platform is gaining momentum along with our ability to monetize our strong AI capabilities.”

Verint announced the launch of its Open CCaaS platform at its Engage 2023 event.

The platform stands out in the market as it embraces a bring-your-own-telephony approach.

As such, deployments start by giving customers the opportunity to build the optimal contact center workflows. They then fit the operational systems around these.

That is a divergent approach, and major wins like this seemingly represent a major affirmation of the solution and perhaps signal that it is living up to the hype surrounding its launch.

The 12 Specialist Bots

The 12 AI-powered bots Verint is deploying for the healthcare company include Real-Time Coaching Bots and Quality Bots – alongside the Interaction Wrap-up Bot, Agent Virtual Assistant Bot, Data Insights Bot, and Intent Discover Bot.

These are a selection of over 35 bots that Verint is currently offering to brands, with 15 dedicated bots for contact centers due to become generally available by the end of this month’

Following that, expect Verint to release a further 50 to 100 bots by the end of the year.

According to Verint, it can provide “a bot for every workflow”, with each bot performing one specific task to help future-proof investments in AI.

The bots are powered by Verint Da Vinci AI and – in some cases – GenAI.  Verint continually trains them on the customers’ engagement data to ensure improvement down the line.

Verint added this contract to its fiscal fourth quarter roadmap, alongside another $20 million megadeal with a prominent entertainment services company in Europe.

Again, the deal included AI-powered bots, which is to be expected as nine of Verint’s ten largest bundled SaaS deals in Q3 did as well.

Bodner continued: “The Verint Platform is completely open to make it easy for large customers to rapidly deploy AI innovation with no disruption to their workforce or to their customers.

Like many other consumer-centric industries, leading healthcare companies are seeking an AI-powered open platform to delight their customers and deliver strong business outcomes.

Verint has agreed a five-year contract with the healthcare company, granting access to new products alongside the expanded solutions that have already been deployed by the customer.



Artificial IntelligenceAutomationCCaaSWorkforce Optimization

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