Verint
Enhance customer engagement with AI-driven insights and automation.. [Contact for Pricing]
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What is Verint?
Verint Open Platform is a cloud-native, AI-powered customer engagement platform designed to increase CX automation in contact centers while lowering costs. The platform uses AI-powered bots, including Verint Da Vinci AI's
Verint pricing
Pricing model: Freemium
Verint uses custom enterprise contracts with pricing not publicly disclosed. There is no free tier, no freemium version, and no free trial available. The median buyer pays $49,451 per year, with contract values ranging from $18,858 to $231,780. Pricing is negotiated based on enterprise needs, deployment scale, and selected modules. No per-seat fees or per-minute charges are mentioned, but costs vary by organization size and requirements. Premium consulting and integration services are not included as standard offerings.
Verint pros
- AI-powered bots deliver measurable ROI in weeks, not months
- Open platform integrates with existing CRM and contact center systems without rip-and-replace
- Cloud-native architecture scales from 20,000 to 20 million interactions seamlessly
- Modular deployment lets you pick and choose components to deploy first
- Supports any LLM and AI model for future-proof investment
- Quality automation evaluates up to 100% of interactions automatically
- Agent copilots double agent capacity by automating manual tasks
- Low-code IVA Studio with drag-and-drop interface for quick deployment
- First conversation flow deployable in just 30 days with 20%+ containment increase
- Real-time agent coaching increases NPS by up to +39 points
- 80%+ containment rates achievable through AI-driven self-service
- Multilingual virtual assistants for voice and digital channels from one place
- Value Dashboards track ROI of AI investment for each bot
- True agentic AI works autonomously to resolve queries and complete tasks
- Image recognition allows customers to share photos for product identification
- Seamless handoff to human agents with full conversation context transfer
- 24x7 support available for Verint Connect customers
Verint cons
- No free tier or freemium version available
- No free trial offered
- Custom enterprise contracts only - pricing not publicly disclosed
- Median contract value of $49,451/year may be expensive for small businesses
- Requires Verint Connect login for full support portal access
- Standard plan support hours limited to business hours in most regions
- Complex enterprise implementation may require significant change management
- Dependent on quality of customer engagement data for bot training effectiveness
Frequently asked questions about Verint
What is Verint Open Platform?
Verint Open Platform is a cloud-native, open customer engagement platform that increases CX automation in contact centers using AI-powered bots. It unifies customer data, analytics, and workforce optimization into one responsive ecosystem, allowing teams to leverage integrated AI insights to anticipate customer needs rather than juggling multiple fragmented tools. The platform lowers costs while elevating customer experience through automation.
How is an Intelligent Virtual Assistant different from a chatbot?
The difference comes down to sophistication and flexibility. Basic chatbots follow preset scripts and respond only to specific keywords, failing when questions aren't accurately phrased. An AI-powered IVA understands context and intent using machine learning and NLP, handling complex multi-step conversations by asking clarifying questions and offering personalized answers. IVAs can use generative AI to find information from approved knowledge sources and seamlessly hand off to live agents when needed.
What industries can benefit from Verint?
Financial services, healthcare, retail, telecom, insurance, and mortgage lending all see significant gains with Verint. Banks deliver tailored guidance, healthcare providers streamline patient inquiries, retailers ensure consistent omnichannel shopping journeys, and insurers improve NPS through speech analytics. Verint solutions adapt to unique industry needs, strengthening customer trust and loyalty wherever personalized engagement matters.
How quickly can I deploy Verint IVA?
Verint IVA offers rapid deployment with the first flow deployable in 30 days with at least 20% increase in containment rate. You can deploy alongside existing IVR without disruption, start small with one call flow or a few common intents, and gradually expand automation at your own pace. Most Verint Bots can be deployed in just 30 days, and containment increases with every call flow added.
Does Verint require ripping out my existing systems?
No, there is no need to rip and replace. Open APIs and pre-built connectors ensure seamless integration with current systems including existing CRM, communication tools, analytics, and voice call ACD. The platform is flexible enough to keep existing contact center solutions that work, whether in the cloud or on-premises, while gradually adding Verint capabilities at your own pace.
What channels does Verint support?
Verint supports phone, chat, email, SMS, social media, and more through a unified, channel-agnostic approach. All interactions flow together for a consistent customer narrative regardless of medium, giving agents a unified perspective that prevents message repetition or confusion. Customers feel understood and respected no matter where they reach out.
How does Verint handle escalations to human agents?
When a query is too complex or outside its scope, the IVA automatically escalates to a human agent with seamless handoff. The IVA transfers conversation context to the agent so customers don't have to repeat information—the agent sees what was discussed. By recognizing when to step back and involving a person at the right time, IVAs ensure customers get accurate help on complicated issues without frustration.
Do customers accept AI-driven assistance?
Yes, nearly 80% of consumers would speak with a chatbot or virtual assistant to avoid waiting on hold. The key is proper design that truly helps customers. When an IVA provides quick answers and solves problems or seamlessly connects to a person when needed, customers are typically satisfied. Many people now prefer self-service for straightforward issues as long as options are easy to use and effective, with 84% preferring companies offering easy self-service support.
How does workforce engagement work on the platform?
The platform optimizes staffing by helping managers align the right skill sets with incoming demand. It forecasts demand, automates scheduling, and monitors real-time adherence so managers stay agile and align staffing with fluctuating needs. Transparent metrics, tailored coaching, and timely feedback help agents feel supported and valued, resulting in rising service quality and employee satisfaction that translates to better customer experiences.
What AI models can I use with Verint IVA?
Verint IVA is agnostic to large language models and AI, allowing you to use any commercial or third-party models in addition to Verint's own models trained on decades of industry-specific engagement data. This future-proofed approach means all models are continuously trained on your unique customer engagement data to discover emerging intents and refine conversational flows, giving complete AI flexibility to adapt to complex use cases.