Verint has confirmed that it snapped up four AI solutions providers last year.
The providers include Cogito, Fonolo, and two unnamed vendors.
While Verint hasn’t formally announced the acquisitions, CX Today first caught wind of the Cogito acquisition.
Cogito offers software that captures 200+ acoustic and lexical signals in real time to draw more insight from customer conversations and guide agents.
The acquisition surfaced when Verint unveiled a new CX/EX scoring bot, leveraging its technology.
However, Verint has now clarified the Cogito roll-up was just one deal in an acquisition spree, as it onboarded several new AI solutions. Some of these will likely power its plethora of specialized bots (more on this later!).
Confirming these additional deals, a Verint spokesperson told CX Today: “The acquisitions Verint made in 2024 were small technology tuck-ins to support its market-leading CX Automation innovation.
In April, Verint acquired AI-powered analytics technology; in May, Verint acquired cloud-based callback technology; and in October, Verint acquired data analytics technology.
While Verint hasn’t disclosed the names of the companies it acquired, the callback technology provider is likely Fonolo, which has since changed its name on LinkedIn to “Fonolo, A Verint Company.”
The company promises to enable customers to request callbacks during periods of high call volumes. Its solution then defers the callback to quieter time slots to support contact center teams in managing peak periods.
Additionally, Fonolo notes that its technology integrates “seamlessly” with a contact center’s existing tech stack, allowing the business to serve on-premise, cloud, and hybrid operations.
Currently, Verint doesn’t have a specialist bot that enables callbacks. However, it does offer callback software that now offers all these capabilities.
Verint’s Specialized Bots: A Strategy Ahead of Its Time
In November 2023, Verint introduced its specialized bot strategy. In doing so, it released 50 bots, each aiming to automate a single contact center function.
Additionally, these bots would augment a specific role, “automate without disruption”, and collaborate with other bots.
Sound familiar? Indeed, Verint proved ahead of even Microsoft, Salesforce, and SAP in understanding the potential of enterprise AI Agents.
Across 2024, the CX stalwart added many more of these bots to its ecosystem, automating key processes within the agent scheduling, knowledge management, data analysis, and other contact center workflows.
Some of these bots are particularly innovative. Consider the agent scheduling – or “TimeFlex” – bot. It gives each 15-minute interval within the contact center schedule a “FlexCoin” value. If agents wish to change their shifts, they may do so autonomously. However, they’ll either win or lose FlexCoins.
So long as the agent doesn’t alter the number of hours they’re paid to work and maintains a positive FlexCoin balance, they may change the schedule to their heart’s content. It’s a win-win for agents and planners.
Yet, alongside individual pieces of innovation, it’s fascinating to think about how these bots collaborate to automate multi-step contact center flows.
For instance, consider its team of quality bots. First is the Quality Template bot that ingests prompts as to what an excellent customer conversation looks like. It then auto-generates a quality assurance (QA) scorecard for teams to review, optimize, and leverage within the contact center.
Then, Verint’s Performance Scoring and Compliance Scoring bots auto-fill the scorecard, spotlighting process improvement, coaching, and positive recognition opportunities.
However, there are many more bots within its ecosystem, with the vendor announcing several more towards the end of 2025, including a new knowledge and “Genie” bot.
Buoyed by the broader market realization of the potential of agentic AI, Verint seems to be doubling down on its vision with these acquisitions.
After all, as the Verint spokesperson said, the deals will aid its charge to deliver CX automation innovation.
So far, the results seem promising with Verint enjoying 19 percent year-over-year (YoY) growth in bundled SaaS revenue, a testament to its forward-thinking strategy.