Verint held its annual customer and partner conference, Engage, in June.
The company was taken private in August last year and later combined with Calabrio. The merger closed in February, and Engage, held four months later, provided the first opportunity for the new Verint to unveil its refreshed visual identity and outline its direction.
Dave Rhodes addressed concerns from its two large workforce management (WFM) customer bases upfront, reassuring them that both Calabrio WFM and Verint WFM will continue to be supported, with no forced migrations.
At the same time, Verint is integrating Calabrio’s best-of-breed technology components into its CX automation platform.
The central message from the new Verint is its renewed commitment to an outcome-driven go-to-market (GTM) strategy. Verint continues to focus conversations on the business outcomes its 50 bots can deliver, rather than on technology or agentic capabilities. Its approach is incremental and allows enterprises to layer bots onto any existing contact center infrastructure. At a time when agentic narratives dominate, Verint is choosing to zig toward business outcomes while the market zags toward technology narratives.
To support this outcome-driven strategy, the company introduced a risk-free trial last year: if ROI is not demonstrated within the first 90 days, customers pay nothing. ROI calculators are embedded directly into the platform. Verint has also introduced workshops to demonstrate the art of the possible with its bots and identify priority use cases.
BT showcased a compelling example of this outcome-driven approach at the event. Anthony Cass detailed a phased deployment that scaled from 450 to 4,500 sales agents. Using three bots, Coaching, Wrap-up, and CX Scoring, BT reported improvements in real-time agent guidance, cross-sell and upsell, onboarding, and churn reduction. Cross-selling alone drove a $9M increase in annual revenue.
To reinforce this strategy, Verint is making substantial investments in GTM enablement and methodology. The goal is to equip teams to shift customer conversations from technology discussions toward measurable business outcomes.
On the product front, Verint Intelligent Virtual Assistant (IVA) deserves mention, as the company’s self-service offering is often overshadowed by its broader automation portfolio. It has now surpassed the 100-customer mark.
Among the product announcements, two stood out.
The first is Agent Factory, a control layer for its bots that enables customization and orchestration. It allows enterprises to orchestrate workflows across bots and humans, for example, combining post-interaction summarization with a proactive follow-up when customer sentiment indicates significant frustration.
Verint also unveiled a Desktop Intelligence product that uses AI to analyze screen captures, understanding both conversation outcomes and what actually happened during the interaction. This new layer of insight is a meaningful step toward unlocking the value of more than 20 years of interaction data. The solution can also be used to validate that what an agent says is aligned with what is entered into back-end systems.
After a somewhat quiet period, Verint reminded the market that it is a force to be reckoned with. The breadth of its automation portfolio, combined with a differentiated outcome-based go-to-market, gives Verint a distinctive position in a market increasingly centered around agentic AI.